The Total Economic Impact
of Webex Contact Center
Forrester interviewed organizations that have deployed Webex Contact Center, aggregated the data, and combined the results into a single composite organization.
Key Findings
Over 3 years, the composite organization experienced:
0
% ROI
$
0
million
Net Present Value (NPV)
<
0
months
payback period
Net Benefits
Risk-adjusted estimates
$0
$0
$0
$0
$0
$0
$0
$0
$0
Year 1
$0
Year 2
$0
Year 3
Prior to using Webex Contact Center, organizations struggled with legacy on-premises solutions for their call centers, facing challenges including:
Difficulties managing multiple legacy solutions
Limited capacity for call center employees
Inability to scale to meet customer demand or add communication channels
Vulnerability to downtime
As new technology grows more innovative, so do customer expectations for fast communications, personalized to their needs, delivered via the channel of their choice.
As new technology grows more innovative, so do customer expectations for fast communications, personalized to their needs, delivered via the channel of their choice.
After adopting Webex Contact Center, the composite organization was able to deflect 20% of calls due to improved interactive voice response (IVR), email, chatbot, and self-service capabilities.
Benefits of Webex Contact Center
Improved
employee experience
“[Webex Contact Center] is easier to use. You don’t need to access multiple systems anymore.”
Better customer experience
“Scores have been extremely high on customer satisfaction surveys... It decreased the amount of time needed to help resolve a situation.”
Enhanced flexibility
and scalability
"It’s so much easier to absorb a large contact center coming in because all we need is internet access.”
A look at the numbers...
Here are just a few more of the quantitative benefits of migrating to Webex Contact Center.
10%
100%
The centralized and expanded capabilities of Webex Contact Center allow the composite organization to retire its legacy solutions.
50%
A total risk-adjusted, three-year PV of just under $3.5 million.
35%
This totals a risk-adjusted $3.6 million for the composite organization.
Webex Contact Center:
A solution you can rely on with results that add up.
Three-year benefits
Do you want to...
Increase the proportion of customer calls that you can deflect?
Accommodate your organizational initiatives to bring more operations to the cloud?
Consolidate communication solutions and reduce legacy licensing costs?
Reduce internal labor and maintenance costs on your communication ecosystem?
Improve customer and agent experiences?
Interested in learning more about Webex Contact Center?
Download the full Forrester report: The Total Economic Impact™ of Webex Contact Center to learn more.
Download the full Forrester report: The Total Economic Impact™ Of Webex Contact Center to learn more and be sure to schedule a meeting with our team to get a demo.
Opens in a new window.
Opens in a new window.
Opens in a new window.
Opens in a new window.
Opens in a new window.