The economic impact of omnichannel engagement

The Forrester Total Economic Impact (TEI) study examines the benefits and ROI businesses can realise from their investment in the Genesys Omnichannel Engagement Center Solution.

Forrester interviewed enterprise customers across the globe who have worked with Genesys to modernise their contact centres to deliver omnichannel experiences across voice and digital channels.

The TEI study found enterprise customers are driving 158% ROI with a 12.8 month payback.

Download this report to discover how to 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

Tags:

Omnichannel

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service...

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