Forrester Study Finds that Verint Digital-First Engagement Solutions Deliver Significant ROI

Mike Bookey September 21, 2022

Self-service solutions are no longer a luxury for an organization’s contact center operations. Customers expect to find the assistance and information they need whenever they need it and in the channel of their choice.

Companies have deployed Verint Digital-First Engagement solutions—from intelligent virtual assistants and messaging bots to online communities and knowledge management—tools to drive personalized, proactive connections across channels.

These solutions allow for a powerful integration of humans and bots for seamless engagement journeys and delightful experiences.

To see how our customers are putting our solutions to work for significant financial benefit, Verint commissioned Forrester Consulting to conduct a study of Verint Digital-First Engagement. After interviews with our customers and a financial analysis of our solutions, Verint has published “The Total Economic Impact™ of Verint Digital-First Engagement.”

As published in the independent study, Forrester found that over a three-year timeframe, a composite organization experienced benefits of $22.80 million versus costs of $6.14 million and realized a 271 percent return on investment with a payback period of less than six months.

Examples of these benefits include:

  • 20% deflection of inbound customer calls to the contact center, yielding $15.4 million in savings
  • 10% reduction in average handle times, resulting in $6.9 million in savings
  • 80% reduction in system updates via a single fully integrated knowledge management platform, producing $266K in savings
  • 40% improvement in agent ramp-up time, yielding $250K in savings

The study also includes quotes from customers about their experience with Verint’s sales, service, and technical teams, as well as a rundown of the other benefits of Verint Digital First-Engagement Solutions.

Check out this quick overview video!

You can read the whole study compliments of Verint right here.