Tom’s Message – February 2018
For the past year, I’ve been talking a lot about the benefits of upgrading to a modern contact center infrastructure. That’s because it’s a Genesys core competency. But many businesses are still holding off.
They see only risks, financial risks in particular. I hear this even in the face of growing evidence that the high cost of upgrading is history, and that costs can be quickly offset by the savings of modernization—with major improvements in customer experience.
In fact, the 2018 Forrester Consulting Total Economic Impact™ of PureCloud® report blows that “financial risk” misperception as high as Chloe Kim’s halfpipe run at Pyeongchang. And no, I’m not exaggerating.
In the study, the PureCloud solution delivered an astounding three-year 571% ROI and payback in less than three months. This represents a massive impact on the bottom line of any business—no matter the size of your budget. Since we already knew how good the PureCloud solution is, why bother commissioning the study? We did it to convince those still uncertain whether to upgrade that it’s a sound business decision. It’s time to finally drop an outdated way of thinking about investment in your business.
The results of the study give you a framework to use when considering a move from a legacy, on-premises contact center solution to a modern customer experience platform. In addition to the 571% ROI, the study quantified many other benefits, including:
- Improved productivity by $2.6 million
- Avoided previous solution and scalability costs of $2.0 million
- Enhanced employee retention and employee satisfaction
Take a look at this powerful validation of the PureCloud platform and see if it turns around your thinking on what makes an upgrade worthwhile. It took Chloe Kim 13 years of incredibly hard training and sacrifice to realize her Olympic dreams. With the right solution, you can start flying high in just a matter of months.