In March 2018, Forrester Consulting completed The Total Economic Impact™ of Talkdesk, a commissioned study that gives an in-depth look at the financial impact Talkdesk realized for our customer, a leading internet services provider with thousands of customers, millions of end users and over 250 customer support agents. Forrester found a notable 346% ROI after the customer switched from a first-generation cloud contact center to Talkdesk.
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 $7.2 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.
Sign up for CX and call center insights delivered weekly to your inbox.
“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,” said Tiago Paiva, Talkdesk CEO. “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.”
Download the complete Forrester TEI study to learn more about the value provided to this organization by switching to Talkdesk.