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Omnichannel engagement solutions spur company revenue: Forrester study

Adrian M. Reodique | March 4, 2016
According to the study, companies using omnichannel engagement solutions have experienced a 158 percent ROI over five years from the date of purchase.

As the number of customer touchpoints have skyrocketed and customer expectations for simplicity and personalised service have expanded, companies today need a system of engagement that offers a unified and consistent approach to engage with their customers.

One such system is the Genesys Customer Experience Platform, which have proven that it could help companies increase their revenue.

According to Forrester's Total Economic Impact study - which examined the return on investment (ROI) of large companies that have deployed the Genesys Customer Experience Platform - respondents saw an ROI in less than 13 months after deploying Genesys' solutions.

For companies that have been using the solution for over five years, they experienced a 158 percent ROI, along with business improvements including e-commerce sales conversions, customer engagement and agent productivity.

In general, respondents saw their revenue increasing by over US$1 million due to increased e-commerce and voice conversions.

Additionally, respondents said they have seen a 50 percent decrease in customer abandonment at key points in the customer journey after using Genesys' solution. They have also reduced the cost to integrate new contact centre agents by 50 percent, and experienced a 12.5 percent improvement in agent handle time.

"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," said the lead author of the study Liz Witherspoon, Senior Consultant, Total Economic Impact, Forrester Consulting.

"The study demonstrates the value of a modernised customer engagement strategy using an omnichannel engagement center to improve revenue, lower operational costs and increase employee satisfaction," said Reed Henry, Chief Marketing Officer at Genesys.


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