SAN FRANCISCO, Feb. 6, 2018 /PRNewswire/ -- Genesys® (www.genesys.com) today announced that businesses using the PureCloud® platform, a cloud-based omnichannel contact center solution, can experience a positive return on investment (ROI), improved productivity, enhanced employee retention, and cost avoidance of previous solutions over a three-year period. The results stem from the Total Economic Impact™ (TEI) study conducted by Forrester Consulting and commissioned by Genesys, a global leader in omnichannel customer experience and contact center solutions.
Forrester Consulting analysis revealed a composite organization using the Genesys PureCloud platform can realize benefits totaling $5.1 million over three years, resulting in a ROI of 571 percent and a net present value (NPV) of $4.3 million. Some of the quantified benefits contributing to that value include:
"An ROI of nearly 600 percent and payback in less than three months is practically unheard of for contact center solutions. In the case of PureCloud, however, the numbers come as no surprise," said Olivier Jouve, executive vice president of Genesys PureCloud. "Every day we hear from customers how much they value the flexibility, scalability and simple deployment of PureCloud – which enables them to quickly ramp-up and connect with consumers on their terms - via email, chat or phone."
Prior to using the PureCloud platform, the customers interviewed for the TEI study used a variety of on-premises or limited capability contact center solutions. The past solutions were difficult to scale, lacked central visibility, and in many cases, required multiple platforms to provide the capabilities and channels necessary to manage a modern contact center.
Forrester analyzed financial and qualitative information from six established PureCloud customers across North America, Europe and Asia Pacific to determine the financial impact companies may realize after deploying the solution.
Forrester developed a composite organization based on data gathered from the customer interviews and applied their proprietary TEI framework, resulting in a comprehensive ROI analysis that details areas financially affected.
Learn more about the Forrester TEI study of Genesys PureCloud
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