Summary
This document is a Total Economic Impact study commissioned by Genesys and Salesforce and conducted by Forrester Consulting. It aims to evaluate the potential return on investment (ROI) enterprises may achieve by deploying CX Cloud, a unified customer experience solution. The study outlines the benefits, costs, and risks associated with the investment in CX Cloud, which integrates Genesys Cloud and Salesforce to optimize customer interactions. Key findings indicate that organizations can save nearly $2 million over three years by retiring legacy systems and improving agent productivity. The study also details how CX Cloud enhances self-service capabilities, reduces mean time to resolution (MTTR), and enables incremental sales through agent assist technologies. Additionally, it highlights unquantified benefits such as improved customer satisfaction and enhanced agent performance. The financial analysis shows a net present value (NPV) of $10.8 million and an ROI of 266% over three years, demonstrating significant financial advantages for organizations adopting CX Cloud.
