Analyst Report

The Total Economic Impact™ (TEI) of Verint Workforce Engagement

An independent study by:

Forrester

Verint commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) of Verint Workforce Engagement Solutions 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 Workforce 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.

Download the Forrester TEI study to learn how Verint workforce engagement solutions are able to significantly improve efficiencies, adapt to changing consumer behaviors, handle more interactions with the same resources, and build more enduring customer relationships.

Download the Study

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