Analyst Webinar

ROI and Business Benefits of Omnichannel Customer Engagement

A Webinar on Forrester’s Total Economic Impact™ Study

Most companies today support multi-channel customer service but are unable to deliver an omnichannel customer experience. While they support many channels such as voice, email, mobile, social and chat, they do not have visibility into the customer journey and cannot deliver a personalized, context appropriate experience for each customer.

Leading enterprise companies are embracing omnichannel customer experience to differentiate their brand from competitors. They are building the next generation customer engagement ecosystem that includes the contact center, website, mobile apps and social networks. In other words an Omnichannel Engagement Center Solution.

Hear guest speakers from Forrester Research as they explain the Total Economic Impact (TEI) framework. You will also learn:

  • The key market trends demonstrating the need for Omnichannel Engagement
  • Practical steps to building an Omnichannel Engagement Center Solution roadmap
  • How you can achieve 158% ROI with your Omnichannel Engagement Center Solution investment
*The Total Economic Impact™ Of The Genesys Omnichannel Engagement Center Solution, a commissioned study conducted by Forrester Consulting, February 2016

Meet the Speakers

Art Schoeller
Vice President and Principal Analyst
Forrester Research

Liz Witherspoon
Senior Consultant
Total Economic Impact Practice
Forrester Research

Lisa Abbott
Director of Product Marketing
Genesys

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