Author: Robin Gareiss, President and Founder, Nemertes Research

Companies are focusing heavily on improving the Digital Customer Experience (DCX), and they are engaged in various technology initiatives to make that happen. In fact, 85% of companies globally either have developed or plan to develop a DCX strategy, according to Nemertes’ independent research study of 697 IT and business leaders.

Projects as part of those strategies include adding new digital channels, improving analytics, and mobile-enabling DCX apps. Companies have found measurable improvements in customer ratings, sales, and operational costs, among other metrics.

Additionally, we see a growth in companies moving to cloud-based contact-center solutions. In the past 18 months alone, the percentage of companies using Contact Center as a Service (CCaaS) has jumped from 35% to 45%.

In an effort to evaluate how Genesys customers have transformed their DCX, Nemertes interviewed 10 companies that switched from another provider to Genesys. We tracked what changes they discovered and measured with the move.

In summary, each company reported benefits from moving from legacy, on-premises solutions to Genesys customer experience technology. The benefits, on average, include:

• 52% reduction in staff required to manage the solution
• 31% decrease in operational costs
• 23% improvement in First Call Resolution (FCR)
• 13% reduction in Call Handle Time (CHT)
• 6% increase in Customer Satisfaction (CSAT) scores

Additional benefits included quick implementation times, scalability in global expansion, increase in sales, and increased number of features available.

In this report, we describe overall trends in the contact center space from the larger, independent global research study. Then, we drill down into the study of Genesys customers with a summary of the changes the 10 Genesys customers validated. Finally, we wrap up with a brief case study summary on each of the research participants.

Table of Contents

• Executive Summary
• Technology Adoption and Challenges
  • Return on Investment
• Architecture
• Contact Center Business Value Analysis
  • Profile of Research Participants
  • Change Triggers and Benefits
  • Summary of Research Findings
• Case Studies
• Conclusion

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