Total Economic Impact™ of Verint
Forrester Consulting finds customers of Verint customer engagement solutions enjoy significant ROI.
Key Research Insights
According to an independent study by Forrester Consulting, organizations who deploy Verint customer engagement solutions are:
- Improving efficiencies
- Adapting to changing consumer behaviors
- Handling rising interaction volumes
- Building more enduring customer relationships
Quantify the ROI
Verint commissioned Forrester Consulting to conduct a Total Economic Impact™ of Verint (TEI) study to quantify the potential return on investment (ROI) enterprises may realize by deploying Verint.
Forrester found that a composite Verint customer received a 391% ROI over three years with a payback period of under 6 months.
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We wanted to make more use of automation, natural language processing, and advanced technologies to replace low-value work. We needed a solution that could do this while covering as many clients as possible.
Aggregate customer results include
- 50%
50% increase in revenue from cross-selling
- 45%
45% of calls deflected to less expensive channels
- 44%
44% improvement in contact center efficiency
- 43%
43% reduction in average handle times
- 20%
20% improvement in agent productivity
- 2-3 pts
2 to 3-point annual increase in CSAT scores*
The Results
Forrester interviewed five customers with a broad portfolio of Verint solutions, including Workforce Optimization, Speech Analytics, Experience Management, and Intelligent Virtual Assistants.
Forrester aggregated the experiences of the interviewed customers and combined the results into a single composite organization. Customer interviews and financial analysis found:
- 391% ROI over 3 years
- Less than 6 month payback
- $41.72 million net present value (NPV)
Other Savings
Forrester found that the interviewed customers implemented better customer engagement strategies that not only benefitted customers, but also improved the productivity and ongoing costs of their customer engagement operations.
To learn more, watch the on-demand webinar featuring guest speaker Dean Davison, Manager, Principal Consultant, Forrester hosted by CRMXchange.
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We were only capturing customer feedback using forms at our locations or digitally on our website. We wanted to close that gap and get a 360-degree view of our customers.
About the Study
- This study was commissioned by Verint and delivered by Forrester Consulting. It is not meant to be used as a competitive analysis.
- Forrester makes no assumptions as to the potential ROI that other organizations will receive. Forrester strongly advises that readers use their own estimates within the framework provided in the study to determine the appropriateness of an investment in Verint.
- Verint reviewed and provided feedback to Forrester, but Forrester maintains editorial control over the study and its findings and does not accept changes to the study that contradict Forrester’s findings or obscure the meaning of the study.
- Verint provided the customer names for the interviews but did not participate in the interviews.
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