The Proven ROI of Amazon Connect:A Forrester Total Economic Impact Study
Executive Summary: 241% ROI and 31% Cost Savings
Prism Tech Consulting empowers enterprises with data-driven solutions. An independent Forrester Consulting Total Economic Impact™ (TEI) study commissioned by AWS found that organizations modernizing their contact centers with Amazon Connect achieve a 241% return on investment (ROI) over three years.
By replacing legacy, outdated systems, these organizations also reduced their annual contact center technology costs by an average of 31%.
This page summarizes the key findings of the study and what they mean for your organization’s goals to improve customer service and operational efficiency.
Key Findings from the Forrester Study
Financial Benefits (3-Year Present Value: $14.4M)
- Legacy Technology Savings: $4.3M saved by eliminating expensive per-seat licenses and paying only for usage.
- Reduced Call Volume: $4.6M saved in agent labor by deflecting 8-24% of calls through better self-service and routing.
- Faster Call Resolution: $1.7M saved by shortening call handle time by up to 15%.
- Enhanced Customer Experience: $2.6M gained from a 2% increase in revenue and a 15% reduction in refunds/credits.
Operational & Efficiency Benefits
- Accelerated Agent Training: New agents were trained one week faster.
- Management Efficiency: Supervisors saw a 20% increase in productivity using built-in dashboards and AI insights.
- Admin Efficiency: System administrators spent 60% less time on maintenance and management.
- Improved Dependability: Achieved 99.998% to 100% uptime, virtually eliminating costly outages.
What This Means for Your Enterprise
- Maximize Operational Budget: The consumption-based model ensures you only pay for what you use, eliminating wasted budget on unused software licenses.
- Improve Customer Satisfaction (CSAT): Faster answer times, fewer dropped calls, and effective self-service options lead to a significantly better customer experience and brand loyalty.
- Ensure Business Continuity: The cloud-native platform can instantly scale to handle crisis-level call volumes and seamlessly support a remote workforce, ensuring your customer service is always available.
- Gain Data-Driven Insights: AI-powered tools like Amazon Contact Lens provide transparency into call drivers and gent performance, allowing for proactive process improvements and training.
Why Partner with Prism Tech Consulting?
Our Amazon Connect Services Include:
- Strategic Assessment & Business Case Development
- Custom Implementation & Migration
- AI & Analytics Integration (Contact Lens)
- CRM and Data System Integration
- IT Staffing & Ongoing Management Support
Ready to Achieve These Results?
Let us help you build a business case for your organization. We can use the framework from this study to model the potential savings and ROI for your specific contact center.
Download the full study to see the complete financial model and methodology.