Verint commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) of Verint study. Based on customer interviews and proprietary financial analysis, Forrester found that a composite Verint customer received a 391% ROI over three years on our Customer Engagement Suite of Solutions. Customers improved contact center efficiencies by up to 44% through improving five key performance levers.
1. Call deflection
2. Agent productivity
3. Employee retention
4. Call handle times
5. Automated quality evaluations
Not only did the study find that these organizations realized improvements in operational efficiencies, but that they also experienced a 2–3-point annual increase in Customer Satisfaction (CSAT) scores.