Forrester Study: The Total Economic ImpactTM of the Genesys Omnichannel Engagement Center Solution*

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Provided by: Genesys
Topic: Enterprise Software
Format: PDF

A Multi-Company Cost Savings and Business Value Analysis for Enterprises

The Forrester Total Economic Impactâ„¢ (TEI) study examines the potential return on investment (ROI) and benefits enterprises may realize from their investment in the Genesys Omnichannel Engagement Center Solution.

Forrester interviewed enterprise customers across the globe who have worked with Genesys to modernize their contact centers and deliver omnichannel customer experiences across voice and digital channels, touchpoints and journeys. According to the Forrester TEI study, enterprise customers are driving 158% ROI with a 12.8 month payback.

Download now! Learn how to evaluate the financial impact of your Omnichannel Engagement Center Solution investment. Also learn how you can achieve the following benefits:
  • 50% reduction in cost to integrate new contact center agents
  • 50% reduction in customer abandonment at key points in the customer journey
  • 12.5% improvement in agent handle time

*A commissioned study conducted by Forrester Consulting on behalf of Genesys, February 2016
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