TMCnet News
Talkdesk Delivers ROI Exceeding 300% According to Independent Consulting StudySAN FRANCISCO, April 3, 2018 /PRNewswire/ -- Talkdesk, the leading enterprise contact center platform, today announced the findings of a Total Economic Impact (TEI) study performed by leading industry analyst firm, Forrester Consulting1. 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:
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. Download the complete TEI study from Forrester to learn more about the value provided to this organization by switching to Talkdesk. Additional Information
About Talkdesk Talkdesk Enterprise Contact Center Platform empowers companies to continuously improve customer experience. With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including IBM, Acxiom and Shopify rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com. 1 The Total Economic Impact™ Of Talkdesk, a March 2018 commissioned study conducted by Forrester Consulting on behalf of Talkdesk.
View original content with multimedia:http://www.prnewswire.com/news-releases/talkdesk-delivers-roi-exceeding-300-according-to-independent-consulting-study-300622773.html SOURCE Talkdesk |