In a recent study, McKinsey found revenues grew 10-15% with a 20% customer satisfaction increase when companies focused on journeys rather than solely looking at individual interactions.

Being responsive to customers during their different journeys and delivering personalized experiences in this new mobile-first, social-enabled world requires modernized systems for most contact centers. This means utilizing cloud-based applications and resources to speed up implementation and reduce capital expenditures.

There are multiple ways to optimize journeys through a cloud contact center which provide benefits not only to customers, but also to the way your organization becomes more agile and capable of dealing with changing customer habits.

In this paper, we will discuss five ways in which you can optimize customer journeys through those new capabilities, leveraging the speed and scalability of the Cloud in the process.

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