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Amazon Connect

Presented By: Amazon Connect

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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