Webex Connect can deliver 330% return on investment for global organizations

New independent study demonstrates significant bottom-line benefits for organizations using leading Enterprise CPaaS solution, Webex Connect


imimobile, the global cloud communications software and solutions provider (part of Webex), has today announced the results of its Total Economic Impact (TEI) Study. The commissioned study, conducted by Forrester Consulting on behalf of imimobile, evaluates the return on investment (ROI) that enterprises can achieve through the implementation of Webex Connect, an Enterprise CPaaS solution.

The Forrester TEI study has calculated return on investment at 330% with cost and benefits savings of at least $1.2M for enterprises using Webex Connect as their single, centralized platform to manage customer interactions. For the study, Forrester conducted interviews with two organizations that invested in Webex Connect as a key part of their IT infrastructure, which formed the basis of its Total Economic Impact™ framework. This framework was then used to identify the cost, benefit, flexibility, and risk factors that affect the investment decision in order to evaluate the overall impact that the Webex Connect platform can have on an organization.

In addition, the study highlighted three business critical advantages that Webex Connect afforded the organizations interviewed including:

  • Time to create and manage customer communication journeys reduced from days to minutes:
    Previous communication management platforms required one week’s time to compose and manage customer journeys. The scale and low-code tools that Webex Connect provides reduced this effort to a couple of hours of FTE time, resulting in more than 50% increase in productivity efficiency.

  • Scalable SMS and mobile communications improved onboarding processes:
    With Webex Connect, customers interviewed were able to automate the onboarding process and know your customer (KYC) information flows through SMS communications. The platform improved onboarding processes for 3.5m new customers per year, which in turn represented a $1.2 million saving in both productivity and costs.

  • Improved self-service capabilities increased efficiencies in customer support functions:
    SMS and WhatsApp capabilities provided end customers with easy and pervasive access to fulfil simple services in a self-service manner, and choice of communication channel dependent on the service request - reducing customer inquiries to the contact center.

"We believe this Total Economic Impact study from Forrester not only validates the return on investment for our Webex Connect platform, but also shows the value of an Enterprise CPaaS approach that provides a choice of low code tools and APIs to create better customer interaction experiences” said Jay Patel, VP & GM, Webex CPaaS “Customer experience is an increasingly important area of business focus for today’s organizations, and we feel this study gives a clear framework for why Enterprise CPaaS solutions can be the right answer - how they can help organizations integrate with existing systems to quickly deploy end-to-end customer journeys across multiple channels, reducing costs and increasing operational efficiencies.”

The Webex Connect platform is a proven enterprise-grade CPaaS that is used at scale by large global organizations for rapid application development. It helps enterprises build, deploy, and manage end-to-end customer journeys across all their customer interactions, and is the layer that sits between a business’s customer touchpoints, such as voice, messaging and video, and integration into its existing backend business systems. The low-code platform orchestrates and automates customer interactions to enable smarter, richer customer experiences, while also lowering the cost for businesses, reducing complexity, and accelerating IT roadmaps and digital transformation.

For more information you can find the full study here

For further information please contact:

Charlotte Jewsbury, Marketing Director. jewsbury@cisco.com
(408) 526-4000

About Webex CPaaS Solutions

Webex CPaaS Solutions (previously known as imimobile) provides cloud communications software and services that manage business-critical customer interactions at scale. 

Our enterprise-grade, cloud communications platform (CPaaS), Webex Connect delivers end-to-end customer journeys by orchestrating, automating, and monitoring interactions and integrating with existing, disparate back-end systems. This provides a choice of tools and capabilities for IT teams, developers and line of business teams to build seamless customer experiences

We also provide a set of SaaS applications designed specifically for business users who are looking for pre-packaged applications for use within their organization; these include Webex Campaign, Webex Engage, Webex Notify and Webex Assist.

To put it simply, we help businesses to lower costs, reduce complexity and accelerate IT roadmaps. We believe that customer experience is the key competitive advantage for consumer businesses. So, we’re creating a world where enterprises can stay constantly connected to their customers. A world where every touchpoint, on every channel, is an opportunity to deliver rich, engaging, intuitive experiences.