Contact Center Trends
Beyond ROI—the untapped value of a cloud contact center
By Clayton Lougée
0 min read
Contact centers are no longer a cost to be minimized but a driver of business growth. Their ownership of customer satisfaction, engagement, and loyalty make them vital touchpoints in shaping customer perception and increasing revenue. However, the transformation from cost center to strategic asset requires a commitment to modernization and embracing innovative technologies. It may seem like a heavy investment at first, but the returns are substantial. For example, a composite organization representative of interviewed companies implementing Talkdesk CX Cloud™ achieved benefits of $9.52 million over three years by modernizing their contact center operations with a customer-centric approach.
While the quantifiable return on investment (ROI) of contact center solutions is usually the primary focus, unquantified benefits, often overlooked, are equally transforming businesses across industries.
To quantify the potential impact of investing in Talkdesk CX Cloud, in 2024, we commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study for a comprehensive approach to assessing the financial implications of technology investments. Forrester provides a structured business value analysis to help companies understand how technology impacts their bottom line. The TEI framework focuses on four key components: cost, benefits, flexibility, and risk to evaluate the ROI of technology solutions.
REPORT
Forrester Study: The Total Economic Impact of Talkdesk CX Cloud.
The Total Economic Impact™ (TEI) study explores the potential return on investment businesses might achieve with Talkdesk CX Cloud.
Differentiate with improved customer experience.
At the heart of every thriving business lies a strong commitment to exceptional customer experience, and a contact center solution empowers organizations to deliver precisely that. With AI-powered features and intelligent automation, these solutions simplify interaction workflows, reduce wait times, and give agents the tools to resolve issues quickly and accurately.
Consider the frustration customers experience when dealing with endless hold music and having to repeat their issue multiple times. A contact center solution eliminates these pain points by providing a faster, more accurate problem resolution that combined with reduced hold times leads to a better customer experience and improved CSAT and NPS. This translates to increased customer satisfaction, stronger brand advocacy, and sustainable business growth.
"Our CSAT scores have improved by at least 4% across the board, and in some regions, they’ve improved by double digits."
Director of global operations at a communications firm The Total Economic Impact™ of Talkdesk CX Cloud
Make teams more effective.
In the contact center and customer experience business, efficiency reigns supreme. Cutting-edge solutions provide a comprehensive suite of tools that optimize workflows and boost agent productivity while also improving the quality of their work.
One such feature is automatic interaction summary. Traditionally, after an interaction, agents spend several minutes logging details, summarizing key points, escalating issues, and updating customer records. This administrative burden consumes time and introduces the potential for human error. Automatic interaction summary instantly analyzes the conversation in real-time and generates a concise and accurate summary of the key points discussed. This summary is not just a word-for-word transcription but an intelligent interpretation, identifying the core issues, actions taken, and next steps.
"Our after-call wrap time has gone from minutes to seconds. The genAI auto-summarizes the call, and you can just put it in the record."
SVP of sales at a moving and storage company The Total Economic Impact™ of Talkdesk CX Cloud
Additionally, agents will no longer have to handle tedious administrative tasks and focus on what truly matters: delivering memorable customer experiences. AI-driven capabilities enable agents to perform at their best, driving efficiency gains across the entire contact center operation. Proactive dialing features for outbound teams in sales and marketing enable the connection with prospects more efficiently, and AI-powered quality management tools provide valuable insights for continuous improvement.
A human-centric approach to technology.
While technology lies at the core of these customer experience solutions, they are designed with a human-centric approach. Intuitive and user-friendly interfaces ensure that agents can quickly adapt and use the system effectively. This ease of use drives agent satisfaction, reduces training time, and increases revenue.
"The training is simple, and the Talkdesk training materials are very helpful."
Senior business engineer at a financial services company The TotalEconomic Impact™ of Talkdesk CX Cloud
Additionally, technology should serve human needs, not the other way around. This philosophy is reflected in features that prioritize accessibility, personalization, and empathy in customer interactions.
Grow your business.
The impact of a contact center extends far beyond the conventional boundaries of customer support. Its versatility and adaptability fit a wide range of objectives. For example, for organizations on a mission to expand access to healthcare, features such as multilanguage support and omnichannel engagement are crucial to reaching underserved communities.
A contact center may also empower businesses to measure the effectiveness of their marketing campaigns with precision. Custom call groups allow organizations to track the source of inbound calls and gain valuable insights into campaign performance. This data-driven approach enables smarter decision-making and optimizes marketing ROI.
The commitment to meeting specific industry needs is evident in the emergence of tailored solutions that provide unique capabilities for verticals like financial services, banking, and retail ensuring that organizations have the tools they need to thrive in their respective markets.
The value of a contact center solution.
While significant ROI figures show the financial impact of a contact center, a solution’s ability to transform the entire customer experience ecosystem should never be overlooked or pushed to the background. From empowering agents to delighting customers and achieving strategic objectives, contact centers deliver several benefits that extend far beyond the bottom line.
Contact centers are no longer about technology and its costs; they are strategic partners driving customer-centricity and sustainable growth. Are you ready to unlock its full potential for your organization?
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Calculate the value of AI-powered CX.
The AI-powered Talkdesk CX Cloud platform automates customer self-service, empowers agents, operationalizes AI and ensures your customers are in safe hands. We’re putting generative AI into the everyday tools that make customer service the best it can be.
