A Forrester Study: The Total Economic Impact of RingCentral Contact Center

RingCentral Contact Center is an omnichannel and collaborative cloud-based contact center platform. It helps organizations deliver a better customer experience and improve agents’ productivity and work environment.

RingCentral Contact Center offers extensive functionality and can be readily integrated with adjacent systems. It is highly reliable and scales easily, enabling organizations to accommodate seasonal peaks or ongoing growth.

RingCentral commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying the RingCentral Contact Center. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of RingCentral Contact Center on their organizations.

To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed four customers of RingCentral Contact Center. To reflect the impact that RingCentral Contact Center could have on an organization, Forrester has developed a composite organization detailed further below that is based on benefit and cost data gathered from the interviews. The composite is representative of the organizations Forrester interviewed and is used to present the aggregate financial analysis in this study. The magnitude of benefits and costs will vary for organizations with more or fewer agents.

Prior to using RingCentral Contact Center, the interviewed organizations primarily used on-premises contact center systems for voice and multiple cloud applications for internal collaboration. Poor reliability caused excessive downtime. Agents found their legacy systems time-consuming and difficult to use. In addition, the legacy on-premises systems constrained operational flexibility and did not readily scale. The complexity of legacy systems increased the IT staff effort needed to manage them.

With RingCentral Contact Center, the interviewed organizations were able to not only deliver a better customer and agent experience but also decrease their contact center costs. The IT director at an enterprise software company summed up its impact by noting, “There are so many things we can do with RingCentral Contact Center that we couldn’t do before.”