Research Shows Omnichannel Engagement Solutions Deliver Big Financial Returns

Independent study found Genesys customers achieved 158% return on
investment across entire contact center operations

the market leader in omnichannel
customer experience
(CX) and contact center solutions, today
released the results of the commissioned Total Economic ImpactTM
study conducted by Forrester Consulting that examined the return on
investment of deploying the Genesys Customer Experience Platform by
large companies.

The findings show that Genesys customers realized a 158% return on
investment (ROI) over five years from the date of purchase, along with
business improvements including e-commerce sales conversions, customer
engagement and agent productivity. Companies in the study using Genesys
solutions saw an ROI in less than 13 months, according to the Forrester
study, “The Total Economic ImpactTM of Genesys Omnichannel
Engagement Center Solution.”

“For organizations the study demonstrates the value of a modernized
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. “The
Genesys Customer Experience Platform powers this next generation
customer engagement solution, acting as the system of engagement across
the journeys in the customer lifecycle to deliver personalized,
omnichannel experiences.”

Value by the Numbers

The Forrester study shows that when companies enhance interactions for
their customers through the Genesys Omnichannel Engagement Center
Solution, they experienced improved e-commerce conversions, reduced cost
in contact center maintenance and faster resolution times by agents. The
key findings include:

  • 50% reduction in customer abandonment at key points in the customer
  • Over $1 million in increased revenue through increased e-commerce and
    voice conversions
  • 50% cost reduction to integrate new contact center agents
  • 12.5% improvement in agent handle time
  • 12.8 month payback period

Need for an Omnichannel Engagement Center

Customers are increasingly digitally savvy, social media-minded and
mobile-first, and demand an intuitive and seamless customer experience.
As the number of channels and customer touchpoints have skyrocketed and
customer expectations for simplicity and personalized service have
expanded, companies need a system of engagement that offers a unified
and consistent approach to engage with their customers.

As shown in the figure “Evolution to the Omnichannel Engagement Center,”
organizations are building out the next generation of customer
engagement, the Omnichannel Engagement Center, which takes the
perspective of customers over time, across journeys and the entire
customer lifecycle, spanning contact centers, websites, mobile apps and
social networks. The Genesys Omnichannel Engagement Center Solution acts
as the system of engagement for organizations to orchestrate engagement
with their customers across all touchpoints, channels and journeys.

Forrester identifies the need to engage customers across all technology
touchpoints as a necessity in the “Age of the Customer.”
Technology-empowered customers now know more about products and
services, pricing, and reputation than ever before. The only way to win,
serve and retain customers is to become customer-obsessed.

“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,” according to the lead author of the study Liz Witherspoon,
Senior Consultant, Total Economic ImpactTM, Forrester

Additional Resources

  • Download a copy of the Forrester
    Total Economic ImpactTM (TEI) study
    of the Genesys
    Omnichannel Engagement Center Solution
  • View the TEI
    infographic and videos
    in which Forrester discusses the power of
    omnichannel engagement solutions
  • Join the Genesys
    , “Delivering the True Value of Omnichannel: The Total
    Economic Impact™ of the Genesys Omnichannel Engagement Center
    Solution,” for a deeper analysis of the study presented live for North
    America, Europe, Latin America and Asia-Pacific time zones. Speakers
    include: Art Schoeller, Vice President and Principal Analyst,
    Forrester Research; Liz Witherspoon, Senior Consultant, Total Economic
    Impact Practice, Forrester Research; and Lisa Abbott, Director of
    Product Marketing, Genesys
  • Try the Forrester
    ROI estimator
    to see how your organization could benefit from an
    omnichannel engagement solution


Forrester interviewed and collected data from global enterprise
companies currently using the Genesys Omnichannel Engagement Center
Solution, Genesys marketing, sales and consulting personnel, as well as
Forrester analysts. The five Genesys customers featured in the study

  • An American multinational financial services corporation headquartered
    in the United States with over $10 billion in revenue.
  • A $42 billion Chinese multinational computer technology company with
    headquarters in China and the United States.
  • A global event e-commerce leader with one of the world’s top five
    e-commerce sites and over 32 million monthly unique visitors driving
    sales of over $8 billion.
  • An African mobile communications company with over $5 billion in
    revenue, providing voice, messaging, data, and converged services to
    over 55 million customers in 40 countries.
  • The largest private financial conglomerate in South America with over
    $3.9 billion in revenue and among the largest banks in the world with
    operations in 20 countries and more than 4,000 branches.

About Genesys

Genesys, creator of the world’s #1 Customer
Experience Platform
, empowers organizations to build exceptional
customer relationships with personalized, omnichannel
across all journeys
in the customer lifecycle. For over 25 years we have put the customer at
the center of all that we do. We passionately believe that great
customer experience drives great business outcomes. Trusted by over
4,700 customers
in 120 countries, Genesys orchestrates over 24 billion interactions per
year in the cloud
and on premises. For more information

Connect with Genesys via Twitter,
and the Genesys


Group SJR for Genesys
Chelsea D’Angelo/Alexis
Malure, 917-934-3914