Contact center

The total economic impact of Amazon Connect infographic

Issue link:

Contents of this Issue


Page 0 of 0

© 2020 Forrester Research, Inc. All rights reserved. Forrester is a registered trademark of Forrester Research, Inc. The Total Economic Impact ™ Of Amazon Connect This document is an abridged version of a case study commissioned by Amazon Web Services titled: "The Total Economic Impact Of Amazon Connect," June 2020. Read the full study Through six customer interviews and data aggregation, Forrester concluded that a composite organization achieves the following three-year financial impact by replacing its legacy cloud contact center with Amazon Connect: ROI 241% TOTAL BENEFITS $14.4M PAYBACK <1 year "I look at our ROI from three perspectives: we reduced our per-member, per-month cost by 40%, we no longer pay for unused seats, and we reduced telecommunications costs by about 50%. Our ROI is great. We made significant savings compared to renewing our existing contract." Sr. director of cloud engineering, healthcare services FINANCIAL SUMMARY $187 per user, per month for legacy cloud solution $129 per user, per month for Amazon Connect and AWS services 31% reduction in contact center fees by switching to Amazon Connect Year 3 AMAZON CONNECT BY THE NUMBERS "[Deploying Amazon Connect] was incredibly easy . . . It sounds too good to be true — it was ridiculous." IT operations manager, utility Commissioned By Initial Year 2 Year 1 Total benefits PV, $14.4M Total costs PV, $4.2M $6.7 million in agent labor savings via reduced call volume, faster call resolution, and accelerated training $2.6 million in operating income from enhanced customer experience $4.3 million in avoided legacy cloud technology costs

Articles in this issue

view archives of Contact center - The total economic impact of Amazon Connect infographic