Value by the Numbers: Demonstrating the ROI of Omnichannel

What if I told you that by using an Omnichannel Engagement Center you would see a return on investment (ROI) of 158% across your contact center operations?  Your first response most likely would be prove it, followed quickly with questions on how.

Well a recent commissioned Total Economic ImpactTM study conducted by Forrester Consulting does just that.  The study examined the experience of five Genesys customers to determine the potential return on investment of deploying the Genesys Omnichannel Engagement Center solution.  The finding of 158% ROI demonstrated that the Genesys solution acting as a system of engagement is already helping companies drive revenue, lower operational cost and increase customer satisfaction.   To demonstrate further let’s look at a few key insights from the study.

Improved agent handle time by 12.5%, resulting in $20 million of benefits

The average agent handle time was reduced by 60 seconds per interaction, which provided efficiency savings for customers that resulted in $20 million over five years. The Genesys solution includes a single omnichannel desktop application to service all channel interactions and work item queues, with supporting context and knowledge through integration with CRM and other applications. This reduced the agent effort and increased the efficiency of call resolution.

Reduced cost to integrate new contact center agents by 50%.

Over a five-year implementation, companies experienced growth and change that require ongoing integration including acquisitions and contracting with third-party outsourcers.  Companies were able to cut integration costs for additional agents by half once the Genesys solution was in place, in addition to being able to get them up and running more quickly and having better visibility into their performance.

Improved Customer Experience Resulting From a Consolidated Genesys Omnichannel Engagement Center Solution

Before Genesys, the contact center approach for these companies was fragmented.  Their outdated, multivendor environment was inflexible, siloed, and did not integrate seamlessly across all channels and agents.  Expensive and difficult to maintain, call handle times, and transfers increased.


After implementing the Genesys Omnichannel Engagement Center Solution, the experience is now reliable, faster, and more-customized no matter the channel.  More opportunity to convert customers or upsell them because of better visibility into the customer journey across channels.   The infrastructure cost and complexity is reduced therefore increasing the agility to accommodate the changing demands of business and customers.

For a deeper analysis of the study and to learn more about the importance of the Omnichannel Engagement Center Solution, view the webinar ondemand, Delivering the True Value of Omnichannel. The webinar was led by myself with guest speakers Art Schoeller, Vice President and Principal Analyst, Forrester Research and Liz Witherspoon, Senior Consultant, Total Economic Impact Practice, Forrester Research.