Total Economic Impact Study of Webex Contact Center

This document is a Total Economic Impact™ study commissioned by Cisco, focusing on the financial implications of implementing Webex Contact Center. The study aims to provide a framework for organizations to evaluate the potential return on investment (ROI) associated with this cloud-based contact center platform. It outlines the challenges faced by organizations using legacy on-premises solutions and highlights the benefits realized after transitioning to Webex Contact Center. Key findings indicate significant cost savings and business benefits, including reduced IT support costs, labor savings from deflected calls, and avoided legacy license expenses. The study presents a composite organization that reflects the experiences of various interviewees, detailing both quantified and unquantified benefits. It also discusses the costs involved in implementation, subscription, and training. The overall financial analysis shows a net present value (NPV) of $11.45 million and an ROI of 304% over three years, emphasizing the positive impact of adopting Webex Contact Center.