Independent Research Firm Reveals NICE inContact CXone Provides a Strong ROI


A study conducted by independent research firm Forrester Consulting and commissioned by NICE inContact reveals CXone delivers a three-year total benefit of $25.9 million and a Net Present Value (NPV) of $19.8 million for a composite contact centre operation of 1,100 seats.

The composite represents aggregated feedback from multiple CXone customers, while the study also cites a rapid payback period of just over three months.

A total benefit of $25.9 million drove the CXone three-year Return On Investment (ROI) of 323 percent, which includes:

  • Improved customer experience with a cost savings of $22.4 million
  • Incremental gross profit of $1.1 million
  • Reduced contact centre cost of $2.4 million

The Total Economic Impact of NICE inContact CXone models a composite based on a typical enterprise customer characterised by complex and custom needs.

The modelled deployment includes connectivity needs across applications, infrastructure and multiple vendor telephony systems.

Also, it involves a comprehensive customer success model that minimises operational risks, sets strategic direction and continually improves operations and processes in order to create significant business value.

“The $25.9 million total benefit for a typical 1,100 seat organisation demonstrates that CXone is able to deliver a big payoff for complex customer needs in a short payoff window,” said Paul Jarman, CEO of NICE inContact.

Forrester captured and aggregated feedback from companies that migrated from on-premises contact centre technology to NICE inContact CXone.

The study covers the financial benefits of migrating from on-premises contact centre technology to NICE inContact CXone – a unified, scalable cloud customer experience platform – while also demonstrating how CXone can improve customer experience and efficiency for large contact centres.

The study cites additional unquantified benefits of moving to the NICE inContact CXone cloud platform, including improved customer satisfaction. One customer who switched to the CXone platform:

  • Achieved a 10 percent reduction in average handle time
  • Improved first call resolution from 40 percent to 70 percent
  • Increased customer satisfaction scores from 59 percent to 85 percent

The CXone platform also delivers enhanced self-service capabilities that enable businesses to automate administrative tasks, free up agent resources and improve overall contact centre efficiency.

One customer systematically removed 10 to 20 percent of calls from live agent queues by deploying a virtual agent through NICE inContact CXone.

Businesses need a robust contact centre solution that improves agent efficiency, reduces cost to serve and improves customer experience – as well as one that offers easy measurement of ROI, as with the commissioned NICE inContact CXone ROI Estimator delivered by Forrester Consulting.

The Total Economic Impact study quantifies cost, benefit and strategic value of migrating from on-premises contact centres to NICE inContact CXone.

Businesses looking to modernise and improve ROI can move from multiple disparate and inflexible on-premises systems to CXone in the cloud.

NICE inContact CXone is the leading cloud customer experience platform. Only CXone unifies Omnichannel Routing, Omnichannel Analytics, Workforce Optimisation, and Automation & Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform.

With its Open Cloud Foundation, CXone powers innovation via open APIs, leading scalability and reliability (guaranteed 99.99 percent uptime), and carrier-grade connectivity (guaranteed voice quality).

Paul Jarman

Paul Jarman adds that: “At NICE inContact, we are committed to helping our customers transform their customer experience, while improving efficiency, scalability and ROI. Large contact centres are at the tipping point of modernising legacy on-premises technology to cloud.

“We believe Forrester’s Total Economic Impact Study validates how the CXone cloud customer experience platform is driving business benefits in enterprise environments, while improving agent and customer experiences.

“Investing in customer experience technologies is a priority to win, serve, and retain customers [in the age of the customer].

“Companies also have to provide ease through omnichannel engagement, effectiveness in first call resolution, and emotional connections that showcase pre-emptive or proactive care.”

According to the Forrester study: “Fulfilling these needs will require a contact centre that can easily and quickly scale up agents, as well as leveraging CRM integrations and real-time data analytics to resolve customer issues more effectively.”

The Total Economic Impact of NICE inContact CXone found a three-year composite financial impact of 323 percent ROI when migrating to NICE inContact CXone from on-premises contact centre systems.

To find out more, download Forrester’s full: Total Economic Impact of NICE inContact CXone

You can also disciver more about NICE inContact by visiting: www.niceincontact.com

Published On: 2nd Mar 2018 - Last modified: 6th Mar 2018
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