Independent Research Shows Talkdesk Customer Realized More Than $7 Million in Savings After Switching from a First-Generation Cloud Contact Center Application
Talkdesk, the leading enterprise contact center platform, announced the findings of a Total Economic Impact (TEI) study performed by a leading industry analyst firm, Forrester Consulting. Talkdesk commissioned Forrester to examine the potential return on investment (ROI) enterprises can realize by deploying Talkdesk Enterprise Contact Center Platform. Forrester’s final analysis found benefits in excess of $7 million over three years with a net present value (NPV) of more than $5 million, an ROI of 346% and an increase 19 points in Net Promoter Score (NPS).
To determine Talkdesk’s economic impact, benefits, costs and risks, Forrester interviewed a Talkdesk customer, a leading internet services provider with thousands of customers and millions of end users with over 250 customer support agents. Based on the data gathered, Forrester found the company realized overall benefits of $7 million comprised of the following:
- $5.6 million saved through improved agent occupancy rates, which eliminated the need for additional contact center agents. Occupancy rate increase was directly attributed to the Talkdesk Enterprise Contact Center Platform improving application reliability and support.
- $1.2 million saved in research and development costs by implementing Talkdesk’s easy-to-use, out-of-the-box solution.
- Lowered customer acquisition costs by nearly $500,000 through improved customer satisfaction and retention rates.
“Forrester has done a remarkable job quantifying the acute benefits that Talkdesk delivers to our current customers as well as any company looking to improve their customer experience. In this study, Forrester found an astonishing 346% ROI and three-month payback period after a large enterprise customer made the transition to Talkdesk from another contact center platform. We’re excited to share the results of this study so that other companies can quantify the tangible value of improving their customer experience,” said Tiago Paiva, CEO, Talkdesk.
Before moving to Talkdesk, the surveyed company was using a first-generation cloud contact center application. The system was unreliable and plagued with numerous outages, leading to low NPS scores, low agent occupancy and lost revenue. After an extensive vendor search and technology review, the company selected Talkdesk to provide a reliable communications platform, which seamlessly integrated to their CRM system and provided the flexibility to quickly adapt as their customer service needs evolve.