The Total Economic Impact (TEI) Of Amazon Connect

Forrester’s analysis of six current Amazon customers found that Amazon Connect reduced
contact center costs, deflected and streamlined calls, improved visibility, simplified management,
and boosted customer experience (CX) — while providing dependability and agility at scale.
Ultimately, a composite organization modeled after the interviewed organizations with 6 million
annual calls reduces costs by 31% and achieves a 241% ROI over three years by replacing its
legacy cloud solution with Amazon Connect.

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