FORRESTER TEI STUDY

The Total Economic ImpactTM of the
Genesys Omnichannel Engagement Center Solution* A Multi-Company Cost Savings and Business Value Analysis for Enterprises

The Total Economic Impact of the Genesys Omnichannel Engagement Center Solution

The Forrester Total Economic Impact™ (TEI) study examines the potential return on investment (ROI) and benefits enterprises may realize from their investment in the Genesys Omnichannel Engagement Center Solution.

Forrester interviewed enterprise customers across the globe who have worked with Genesys to modernize their contact centers and deliver omnichannel customer experiences across voice and digital channels, touchpoints and journeys. According to the Forrester TEI study, enterprise customers are driving 158% ROI with a 12.8 month payback.

Download now! Learn how to evaluate the financial impact of your Omnichannel Engagement Center Solution investment. Also learn how you can achieve the following benefits:

  • 50% reduction in customer abandonment at key points in the customer journey
  • 12.5% improvement in agent handle time
  • $20M+ reduction in infrastructure costs

*A commissioned study conducted by Forrester Consulting on behalf of Genesys, February 2016

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