Total Economic Impact™ of Verint

Forrester Consulting finds customers of Verint customer engagement solutions enjoy significant ROI.

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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

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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.
Director of Digital Engagement Professional Services Firm

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)

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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.

Webinar: The Total Economic Impact(TM) of Verint

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.
Director of Staff Engagement Retail

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.