10th Jul 2016

The economic impact of omnichannel engagement

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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



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