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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
