Delivering Speed, Intelligence and Flexibility for an Improved Customer Experience
A Frost & Sullivan Buyers Guide Excerpt
Contact Center Buyers Guide, North America, 2020
Forrester Research Consulting conducted a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) organizations may realize when using Amazon Connect in their contact centers.
Through a series of customer interviews and data aggregation, Forrester concluded that the three-year financial impact of switching to Amazon Connect helps the average customer with significant costs savings, increased income, and improved agent productivity. Here are some of the key findings:
- Reduction in cloud technology costs of $4.3 million
- Agent labor savings from reduced call volume of $4.6 million
- Increased operating income by $2.6 million with enhanced customer experience
- Return on investment (ROI) of 241%
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