Riding Along On 262% ROI: Forrester Webex Get in touch with Center TEI
A Top Approach within Understanding the worthiness of Technology
Over the full years, I’ve often been asked to get involved running a business case justifications for contact center investments. Whether a whole contact middle deployment, or a person technology component, business situation advancement is both challenging and essential.
Based on knowing the issue of business situation justification, I’ve admired the technique Forrester Research uses using its Total Financial Impact (TEI) design. Leveraging vast encounter across numerous technologies stacks, the TEI design is a leading strategy in understanding the worthiness of technology to effect key company outcomes. Another attractive facet of a TEI research is that it’s predicated on facts, data, and genuine customer analysis – not inflated marketing promises.
Overall Economic Impact (TEI) Research
Cisco recently partnered with Forrester within creating a TEI study for a Webex Contact Center deployment for a respected next-generation energy services service provider. Webex Contact Center is our cloud indigenous, omnichannel contact center answer that globally can be acquired. Our study client is from a industry leading, next-generation energy company with 500 brokers deployed and in creation. For the scholarly study, we were furthermore fortunate to really have the connection with a veteran of over 200 TEI research – Forrester’s Bob Cormier.
Eye-Starting Conclusions
The initial item to cover inside our TEI may be the motivation of the client to go to Webex Contact Middle. They had, essentially, tried a “greatest of breed” method of various business collaboration and contact middle options – and found the outcomes wanting ultimately. Excessive staffing costs, insufficient interoperability and other elements drove them to check out Cisco over the board for collaboration options – including their contact middle capability.
The TEI conclusions had been eye-opening. The customer skilled a 262% ROI and a 13-30 days payback on their investment decision. The NPV of the task developed of $6.8 million bucks spanning four major types of value creation.
- Very first, was a $2.1 million dollar financial savings through the deployment of Webex Get in touch with Center, allowing the business to retire eight legacy on-premises systems across several sites. Not merely did this develop a single global get in touch with center, it resulted in a decrease in its IT assistance headcount by 17 FTEs.
- 2nd was the cost savings of $1.9 million dollars in broker labor costs by reducing dependency of outsourced get in touch with center agents. The brand new system enabled the reduced amount of contracts connected with business procedure outsourcing (BPO) contact middle companies in Columbia, the Philippines, and India.
- Third, was the savings of $2.4M from streamlining customer care high quality and support management employees. This customer could re-deploy customer care staff, decreasing 100 FTEs right down to 44 FTEs who have been all necessary for similar activities on 8 disparate systems previously.
- Fourth and lastly was a price avoidance financial savings of $406,461 from changing previous get in touch with communications and middle platforms. As stated, the Cisco Webex collaboration portfolio changed eight legacy on-premises applications from several vendors.
Webex Get in touch with Center – THE VERY BEST Technology Investment
Based on the IT Director as of this ongoing company, “Cisco Webex Contact Middle was among the best technology expense decisions we’ve available.”
With underneath line being underneath line, the evidence is in daily operations. Here’s what our consumer had to say during the TEI analysis – “We’ve had so several compliments from our individuals in the industry that lastly we’re a unified business. Cisco has transformed how we function; it’s made us better.”
Perhaps you have tried best of breed of dog approaches to your get in touch with collaboration and center requirements? Perhaps this research will compel one to have a look at what Webex Contact Middle can perform for you.
Click to download your free copy of the Cisco Webex Contact Center TEI Study
We’d love to talk with you and discover how exactly we too, might help your business are more effective and efficient, like our TEI subject just.
Sign up for our Webinar!
For Thursday tag your calendar, November 5th at 11:00am CT and sign up for Bob Cormier from Forrester and myself once we dive deep directly into this TEI record. We’ll discuss all the key results in this research and assist you to determine the influence Webex Contact Center might have on key company outcomes.
Click to join up because of this webinar and secure your spot
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