NICE inContact commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying NICE inContact CXone in their contact centers.
To better understand the benefits, costs, and risks associated with this investment, Forrester captured feedback from four companies that migrated from on-premises contact centers to CXone. Forrester aggregated findings, financial analysis and total economic impact through a representative composite organization.
100% elimination of agent shortages
98.5% schedule efficiency
12% savings in schedule costs
-73% reduction in excess agent hours