The Total Economic Impactâ„¢ Of The Genesys Omnichannel Engagement Center Solution

Description: Genesys commissioned Forrester Consulting to conduct a Total Economic Impactâ„¢ (TEI) study and to examine the potential return on investment (ROI) enterprises may realize by deploying its Omnichannel Engagement Center solution. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of modernizing their system of engagement platforms for contact center and digital engagement to enable an omnichannel approach. Using the Genesys solution, enterprises are able to improve customer experience, agent productivity, and efficiency of customer service across all digital and voice touchpoints, channels and journeys. They accomplish this while significantly reducing technology and personnel costs.