B2B Engagement

Genesys says that businesses using the PureCloud® platform, a cloud-based omnichannel contact centre solution, can experience a positive return on investment (ROI), improved productivity, enhanced employee retention, and cost avoidance of previous solutions over a three-year period.

The results stem from the Total Economic Impact™ (TEI) study conducted by Forrester Consulting and commissioned by Genesys, a global leader in omnichannel customer experience and contact centre solutions.

Forrester Consulting analysis revealed a composite organisation using the Genesys PureCloud platform can realise benefits totaling £3.6 million over three years, resulting in a ROI of 571 percent and a net present value (NPV) of £3.1 million. Some of the quantified benefits contributing to that value include:

  • Improved productivity by £1.9 million: The platform helps to reduce handle times, improve visibility and enhance internal collaboration capabilities, increasing overall productivity by as much as 25 percent.
  • Avoided previous solution and scalability costs of £1.4 million: Hefty upfront investment for hardware and software associated with on-premises solutions (or refactored platform to the cloud) for voice, email and web chat are eliminated with the shift to the PureCloud platform. Cost savings also stem from reduced maintenance, labour and IT support costs. In addition, moving to the PureCloud platform can be more cost-effective than scaling up legacy environments to accommodate business growth, resulting in significant savings.
  • Enhanced employee retention resulting in a benefit of £182,000: Employee satisfaction is bolstered by the platform’s ease of use. After implementation, employee turnover was cut in half.

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