{"id":15689,"date":"2018-06-08T22:06:47","date_gmt":"2018-06-08T22:06:47","guid":{"rendered":"https:\/\/www.genesys.com?post_type=announcements&#038;p=15689"},"modified":"2021-02-10T21:16:03","modified_gmt":"2021-02-11T05:16:03","slug":"research-shows-omnichannel-engagement-solutions-deliver-big-financial-returns2","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/research-shows-omnichannel-engagement-solutions-deliver-big-financial-returns2","title":{"rendered":"Research Shows Omnichannel Engagement Solutions Deliver Big Financial Returns"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221; el_class=&#8221;section_header&#8221; css=&#8221;.vc_custom_1528494718870{background-image: url(https:\/\/www.genesys.com\/media\/Newsroom.jpg?id=8353) !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column][vc_column_text]<\/p>\n<h1>Research Shows Omnichannel Engagement Solutions Deliver Big Financial Returns<\/h1>\n<h2>Independent study found Genesys customers achieved 158% return on investment across entire contact centre operations<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<strong>Frimley, UK \u2014 February 17, 2016 \u2014<\/strong> Genesys (<a href=\"\/en-gb\">www.genesys.com\/en-gb<\/a>), the market leader in omnichannel customer experience (CX) and contact centre solutions, today released the results of the commissioned Total Economic Impact<sup>TM <\/sup>study conducted by Forrester Consulting that examined the return on investment of deploying the Genesys Customer Experience Platform by large companies.<\/p>\n<p>The findings show that Genesys customers realised a 158% return on investment (ROI) over five years from the date of purchase, along with business improvements including e-commerce sales conversions, customer engagement and agent productivity. Companies in the study using Genesys solutions saw an ROI in less than 13 months, according to the Forrester study, \u201cThe Total Economic Impact<sup>TM<\/sup> of Genesys Omnichannel Engagement Centre Solution.\u201d<\/p>\n<p>\u201cThe study provides conclusive evidence that organizations embracing an omnichannel approach to their customer experience strategy realize not only lower costs and improved revenue performance but also an increase in employee satisfaction,\u201d said Merijn te Booij, Chief Marketing Officer at Genesys. \u201cTo remain competitive and deliver the kind of personalised service that today\u2019s customers want, an investment in the Genesys Customer Experience Platform is a sound business decision.\u201d<\/p>\n<p><strong>Value by the Numbers<\/strong><\/p>\n<p>The Forrester study shows that when companies enhance interactions for their customers through the Genesys Omnichannel Engagement Centre Solution, they experienced improved e-commerce conversions, reduced cost in contact centre maintenance and faster resolution times by agents. The key findings include:<\/p>\n<ul>\n<li>50% reduction in customer abandonment at key points in the customer journey<\/li>\n<li>Over $1 million in increased revenue through increased e-commerce and voice conversions<\/li>\n<li>50% cost reduction to integrate new contact centre agents<\/li>\n<li>12.5% improvement in agent handle time<\/li>\n<li>12.8 month payback period<\/li>\n<\/ul>\n<p><strong>Need for an Omnichannel Engagement Centre<\/strong><\/p>\n<p>Customers are increasingly digitally savvy, social media-minded and mobile-first, and demand an intuitive and seamless customer experience. As the number of channels and customer touchpoints have skyrocketed and customer expectations for simplicity and personalised service have expanded, companies need a system of engagement that offers a unified and consistent approach to engage with their customers.<\/p>\n<p>As shown in the figure \u201cEvolution to the Omnichannel Engagement Centre,\u201d organisations are building out the next generation of customer engagement, the Omnichannel Engagement Centre, which takes the perspective of customers over time, across journeys and the entire customer lifecycle, spanning contact centres, websites, mobile apps and social networks. The Genesys Omnichannel Engagement Centre Solution acts as the system of engagement for organisations to orchestrate engagement with their customers across all touchpoints, channels and journeys.<\/p>\n<p>Forrester identifies the need to engage customers across all technology touchpoints as a necessity in the \u201cAge of the Customer.\u201d Technology-empowered customers now know more about products and services, pricing, and reputation than ever before. The only way to win, serve and retain customers is to become customer-obsessed.<\/p>\n<p>\u201cUsing the Genesys solution, enterprises are able to improve customer experience, agent productivity, and efficiency of customer service across all digital and voice touchpoints, channels and journeys. They accomplish this while significantly reducing technology and personnel costs,\u201d according to the lead author of the study Liz Witherspoon, Senior Consultant, Total Economic Impact<sup>TM<\/sup>, Forrester Consulting.<\/p>\n<p><strong>Additional Resources<\/strong><\/p>\n<ul>\n<li>Download a copy of the <a href=\"\/campaign\/tei-of-purecloud?cid=701U0000001A2xj\">Forrester Total Economic Impact<sup>TM<\/sup> (TEI) study<\/a> of the Genesys Omnichannel Engagement Centre Solution<\/li>\n<li>View the TEI infographic and videos in which Forrester discusses the power of omnichannel engagement solutions<\/li>\n<li>Join the\u00a0Genesys webinar, \u201cDelivering the True Value of Omnichannel:\u00a0The Total Economic Impact\u2122\u00a0of the Genesys Omnichannel Engagement Centre Solution,\u201d for a deeper analysis of the study\u00a0presented live for North America, Europe, Latin America and Asia-Pacific time zones. Speakers include:\u00a0Art Schoeller,\u00a0Vice President and Principal Analyst, Forrester Research; Liz Witherspoon, Senior Consultant, Total Economic Impact Practice, Forrester Research; and Lisa Abbott, Director of Product Marketing, Genesys.<\/li>\n<li>Try the <a href=\"https:\/\/tools.totaleconomicimpact.com\/go\/genesys\/engagementcenter\/\" target=\"_blank\" rel=\"noopener noreferrer\">Forrester ROI estimator<\/a> to see how your organisation could benefit\u00a0from an omnichannel engagement solution<\/li>\n<\/ul>\n<p><strong>Methodology<\/strong><\/p>\n<p>Forrester interviewed and collected data from global enterprise companies currently using the Genesys Omnichannel Engagement Centre Solution, Genesys marketing, sales and consulting personnel, as well as Forrester analysts. The five Genesys customers featured in the study included:<\/p>\n<ul>\n<li>An American multinational financial services corporation headquartered in the United States with over $10 billion in revenue.<\/li>\n<li>A $42 billion Chinese multinational computer technology company with headquarters in China and the United States.<\/li>\n<li>A global event e-commerce leader with one of the world\u2019s top five e-commerce sites and over 32 million monthly unique visitors driving sales of over $8 billion.<\/li>\n<li>An African mobile communications company with over $5 billion in revenue, providing voice, messaging, data, and converged services to over 55 million customers in 40 countries.<\/li>\n<li>The largest private financial conglomerate in South America with over $3.9 billion in revenue and among the largest banks in the world with operations in 20 countries and more than 4,000 branches.<\/li>\n<\/ul>\n<h4>About Genesys<\/h4>\n<p>Genesys, creator of the world\u2019s #1 <a href=\"\/en-gb\/platform\">Customer Experience Platform<\/a>, empowers organisations to build exceptional customer relationships with personalised, <a href=\"\/uk\/platform-services\/omnichannel-customer-engagement\">omnichannel experiences<\/a> across all <a href=\"\/uk\/solutions\/customer-experience\/customer-journey\">journeys<\/a> in the customer lifecycle. For over 25 years we have put the customer at the centre of all that we do. We passionately believe that great customer experience drives great business outcomes. Trusted by over 4,700 <a href=\"\/en-gb\/customer-stories\">customers<\/a> in 120 countries, Genesys orchestrates over 24 billion interactions per year in the <a href=\"\/campaign\/press-1\">cloud<\/a> and on premises. For more information <a href=\"\/en-gb\">www.genesys.com\/en-gb<\/a>.<\/p>\n<p>Connect with Genesys via <a href=\"https:\/\/twitter.com\/Genesys\" target=\"_blank\" rel=\"noopener noreferrer\">Twitter<\/a>, <a href=\"https:\/\/www.facebook.com\/Genesys\" target=\"_blank\" rel=\"noopener noreferrer\">Facebook<\/a>, <a href=\"https:\/\/www.youtube.com\/Genesys\" target=\"_blank\" rel=\"noopener noreferrer\">YouTube<\/a>, <a href=\"https:\/\/www.linkedin.com\/company\/genesys\" target=\"_blank\" rel=\"noopener noreferrer\">LinkedIn<\/a>, and the <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\" target=\"_blank\" rel=\"noopener noreferrer\">Genesys blog<\/a>.<\/p>\n<h4>Media Contact<\/h4>\n<p>Neil Thomas<\/p>\n<p>H+K Strategies for Genesys<\/p>\n<p>0207 413 3000 or <a href=\"mailto:genesysukteam@hkstrategies.com\">genesysukteam@hkstrategies.com<\/a>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221; el_class=&#8221;section_header&#8221; css=&#8221;.vc_custom_1528494718870{background-image: url(https:\/\/www.genesys.com\/media\/Newsroom.jpg?id=8353) !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column][vc_column_text] Research Shows Omnichannel Engagement Solutions Deliver Big Financial Returns Independent study found Genesys customers achieved 158% return on investment across entire contact centre operations [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]Frimley, UK \u2014 February 17, 2016 \u2014 Genesys (www.genesys.com\/en-gb), the market leader in omnichannel customer experience (CX) and contact centre solutions, today released [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":0,"template":"","class_list":["post-15689","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"02\/17\/2016","utm_pass":false,"meta_title":"Omnichannel Engagement Yields Big Financial Return | Genesys","meta_description":"Analyst study, Genesys customers prove 158% ROI across contact centre operation","asset_expiration":"","disable_chat":false,"no_index":false,"no_follow":false,"meta_twitter_image":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_image":false,"meta_facebook_title":"","meta_facebook_description":""},"news_date":"2016-02-17","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/15689","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/15"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/15689\/revisions"}],"predecessor-version":[{"id":363981,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/15689\/revisions\/363981"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=15689"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}