The Total Economic Impact of [24] Engagement Cloud - featuring Forrester

Presented by

Jennifer Adams, Forrester Senior TEI consultant and Mandy Huckaby, [24] Vice President, Practice Lead

About this talk

Guest speaker Jennifer Adams, Senior TEI Consultant with Forrester reviews a multistep approach to evaluating the cost savings and business impact organizations can expect by using [24] Engagement Cloud. Engagement Cloud is a customer engagement platform that enables companies to increase service automation rates and improve agent productivity while enhancing CX. The Forrester Total Economic Impact methodology helps companies demonstrate, justify and realize tangible value of undertaking new IT initiatives. To better understand the benefits, costs, and risks associated with an investment in [24], we commissioned Forrester Consulting to interview several companies with years of experience using the [24] Engagement Cloud technology. The interviewed companies found that the [24] Engagement Cloud enhanced customer service performance metrics, such as interactive voice response (IVR) containment, first-call resolution (FCR), and average handle time (AHT), and improved CX scores. Join us to hear how the Forrester TEI study concludes that users of [24] Engagement Cloud can expect to a payback period of less than 6 months and an overall ROI of 217% over three years.
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Using AI and machine learning to understand consumer intent, [24] helps companies create a personalized, predictive and effortless CX across all channels.