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One of the biggest concerns when examining a new call center solution is if it’s worth the investment. What’s the ROI when making a switch? Should your business move forward? How long will it take to recoup the investment?
ROI brings rationality to financial decisions; it provides directional data to help organizations evaluate solutions. It also helps determine the efficiency of an existing investment. And measuring ROI isn’t as difficult as you might think.
To determine ROI for your contact center solution, you’ll need to consider key costs as well as the value it creates.
Identify Key Investment Costs
Determine Where Value Was Created
To measure the value your investment creates, think in terms of business benefits. This will vary among organizations depending on business objectives and data collection. Here is a list of common benefit categories.
If you’re currently using the Genesys PureCloud platform or you’re considering moving to a cloud omnichannel contact center solution, we’ve made it easy to calculate your unique ROI.
First, you’ll need to collect some basic information about how your contact center operates:
We commissioned Forrester Consulting to create a calculator that takes these metrics and performs a personal ROI analysis for your business. In addition to ROI, you’ll get a quantified breakdown of costs and benefits in each category outlined above.
Use the free Forrester ROI calculator to get a custom report that details the economic impact of the PureCloud solution, based on your specific business environment. Also, check out the recent Forrester Consulting (“Forrester”) Total Economic Impact™ (TEI) study to determine the financial impact the PureCloud platform can deliver.
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