• Sign Up, It's Free
  • Get Our Newsletter Plans & Pricing
    Generic selectors
    Exact matches only
    Search in title
    Search in content
    Post Type Selectors
  • Categories
    • Hybrid Work
    • Video Conferencing
    • Cloud Calling
    • Collaboration Devices
    • Customer Experience
    • Event Management
  • Hybrid Work
  • Video Conferencing
  • Cloud Calling
  • Collaboration Devices
  • Customer Experience
  • Event Management
 
  • Blog home
  • >
  • Customer Experience
  • >
  • Riding Along On 262% ROI: Forrester Webex Contact Center TEI
Collaboration, Customer Experience

Riding Along On 262% ROI: Forrester Webex Contact Center TEI

Oct 26, 2020 — Zack Taylor

A Leading Approach in Understanding the Value of Technology

Over the years, I’ve often been asked to become involved in business case justifications for contact center investments. Whether an entire contact center deployment, or an individual technology component, business case development is both necessary and challenging.

Based on understanding the difficulty of business case justification, I’ve admired the approach Forrester Research uses with its Total Economic Impact (TEI) model. Leveraging vast experience across numerous technology stacks, the TEI model is a leading approach in understanding the value of technology to impact key business outcomes. Another attractive aspect of a TEI study is that it’s based on facts, data, and real customer research – not inflated marketing claims.

Total Economic Impact (TEI) Study

Cisco recently partnered with Forrester in developing a TEI study for a Webex Contact Center deployment for a leading next-generation energy services provider. Webex Contact Center is our cloud native, omnichannel contact center solution that is available globally. Our study customer is from a leading edge, next-generation energy business with 500 agents deployed and in production. For the study, we were also fortunate to have the experience of a veteran of over 200 TEI studies – Forrester’s Bob Cormier.

Eye-Opening Conclusions

pdf of summary of benefits, with ROI and paybackThe first item to cover in our TEI is the motivation of the customer to move to Webex Contact Center. They had, in essence, tried a “best of breed” approach to various enterprise collaboration and contact center solutions – and found the results wanting in the end. Excessive staffing costs, lack of interoperability and other factors drove them to look at Cisco across the board for collaboration solutions – including their contact center capability.

The TEI conclusions were eye-opening. The customer experienced a 262% ROI and a 13-month payback on their investment. The NPV of the project created of $6.8 million dollars spanning four major categories of value creation.

  • First, was a $2.1 million dollar savings through the deployment of Webex Contact Center, allowing the organization to retire eight legacy on-premises systems across multiple sites. Not only did this create a single global contact center, it led to a reduction in its IT support headcount by 17 FTEs.
  • Second was the savings of $1.9 million dollars in agent labor costs through the elimination of dependency of outsourced contact center agents. The new platform enabled the reduction of contracts associated with business process outsourcing (BPO) contact center firms in Columbia, the Philippines, and India.
  • Third, was a savings of $2.4M from streamlining customer care support and quality management staff. This customer was able to re-deploy customer support staff, reducing 100 FTEs down to 44 FTEs who were all previously required for similar activities on eight disparate systems.
  • Fourth and finally was a cost avoidance savings of $406,461 from replacing previous contact center and communications platforms. As mentioned, the Cisco Webex collaboration portfolio replaced eight legacy on-premises applications from multiple vendors.

Webex Contact Center – The Best Technology Investment

According to the IT Director at this company, “Cisco Webex Contact Center was one of the best technology investment decisions we’ve ever made.”

With the bottom line being the bottom line, the proof is in daily operations. Here’s what our customer had to say during the course of the TEI analysis – “We’ve had so many compliments from our people in the field that finally we’re a unified company. Cisco has changed how we work; it’s made us more efficient.”

Have you tried best of breed approaches to your contact center and collaboration needs? Perhaps this study will compel you to take a look at what Webex Contact Center can do for you.

Click to download your free copy of the Cisco Webex Contact Center TEI Study

We’d love to meet with you and discover how we too, can help your business become more efficient and effective, just like our TEI subject.

Join our Webinar!

Mark your calendar for Thursday, November 5th at 11:00am CT and join Bob Cormier from Forrester and myself as we dive deep into this TEI report. We’ll discuss all of the key findings in this study and help you determine the impact Webex Contact Center can have on key business outcomes.

Click to register for this webinar and secure your spot

Learn More

Is the Contact Center Getting Smarter?

Monthly Update: Boost Your Net Promoter Scores and Workplace Collaboration with Cisco Contact Center Solutions

Cisco is Identified as a Leader in Aragon’s Globe for Intelligent Contact Center 2020

Actionable Insights for Contact Center Staff and Leadership

Register for WebexOne 2022 — the collaboration event of the year
Aug 15, 2022 — Aruna Ravichandran

2022 WebexOne Awards open, nominate today!
Aug 15, 2022 — Gaurav Verma

Webex recognized as a video conferencing leader by Aragon
Aug 10, 2022 — Shilpi Sneha

Webex recognized as a leader for Collaborative Meeting Services
Aug 9, 2022 — Manav Tandon

Webex hosts GAAD events to emphasize the importance of accessibility
Aug 8, 2022 — Cheryl Couris

Connect With Us
  • This newsletter is for you.

    Our monthly newsletter, The Collaboratory, features fresh insights from collaboration experts, plus tips & trends, new product announcements, and the latest on the biggest events of the year. Sign up to stay in the loop!

Webex logo
Get started for free.
Additional features, storage, and support start at just one low price.
Sign Up, It's Free See Plans & Pricing
Small Business
  • Pricing
  • Webex App
  • Meetings
  • Calling
  • Messaging
  • Screen Sharing
Enterprise
  • Webex Suite
  • Calling
  • Meetings
  • Messaging
  • Slido
  • Webinars
  • Events
  • Contact Center
  • Experience Management
  • imimobile
  • Security
  • Control Hub
Devices
  • Headsets
  • Cameras
  • Desk Series
  • Room Series
  • Board Series
  • Phone Series
  • Accessories
Solutions For
  • Education
  • Healthcare
  • Government
  • Finance
  • Sports & Entertainment
  • Frontline
  • Nonprofits
  • Startups
  • Hybrid Work
  • Integrations
  • Developers
Resources
  • Downloads
  • Help Center
  • Join a Test Meeting
  • Online Classes
  • Accessibility
  • Inclusivity
  • Live & On-Demand Webinars
  • Webex Community
  • News & Innovations
Company
  • Cisco
  • Contact Support
  • Contact Sales
  • Webex Blog
  • Webex Thought Leadership
  • Webex Merch Store
  • Careers
  • Webex Leap
© Cisco and/or its affiliates. All Rights Reserved.
  • Terms & Conditions
  • Privacy Statement
  • Cookies
  • Trademarks
  • English
    • Chinese (Simplified)
    • Chinese (Traditional)
    • French
    • German
    • Italian
    • Japanese
    • Korean
    • Portuguese (Brazil)
    • Spanish
  • 简体中文 (Chinese (Simplified))
  • 繁體中文 (Chinese (Traditional))
  • English
  • Français (French)
  • Deutsch (German)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • 한국어 (Korean)
  • Português (Portuguese (Brazil))
  • Español (Spanish)