FORRESTER TEI STUDY
The Total Economic ImpactTM of the
Genesys Omnichannel Engagement Centre Solution* A Multi-Company Cost Savings and Business Value Analysis for Enterprises
The Forrester Total Economic Impact™ (TEI) study examines the potential return on investment (ROI) and benefits enterprises may realise from their investment in the Genesys Omnichannel Engagement Centre Solution.
Forrester interviewed enterprise customers across the globe who have worked with Genesys to modernise their contact centres 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 Centre Solution investment. Also learn how you can achieve the following benefits:
- 50% reduction in cost to integrate new contact centre agents
- 50% reduction in customer abandonment at key points in the customer journey
- 12.5% improvement in agent handle time
*A commissioned study conducted by Forrester Consulting on behalf of Genesys, February 2016