Forrester study

The Total Economic Impact™ of CX Cloud

Discover the value of a unified CRM system and contact center

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CX Cloud from Genesys and Salesforce is transforming customer experience at every level — from unifying systems to enhancing agent performance and operational efficiency.

See real-world results from customers in the Forrester Consulting Total Economic ImpactTM study on CX Cloud.1 Explore how CX Cloud customers unified CRM and contact center operations, automated intelligently with AI, and leveraged data insights to drive measurable productivity gains and revenue growth.

Download the study to get insights on:

  • The financial impact of adopting CX Cloud from Genesys and Salesforce
  • Key learnings from companies that replaced disparate systems with CX Cloud
  • How a unified CRM and Contact Center as a Service solution improved agent efficiency, self-service and customer satisfaction

 

1The Total Economic Impact of CX Cloud, a commissioned study conducted by Forrester Consulting on behalf of Genesys and Salesforce, June, 2025. Results are based on a composite organization representative of interviewed customers over a three-year period.

Key findings:

  • 266% ROI
  • $1.4M in new sales powered by Agent Copilot Assist over a 3-year period
  • Consolidation of legacy systems resulted in ~$2M in savings over the three-year period