Puzzel CX Solutions Deliver 278% ROI

Puzzel has released the results of a study conducted by Forrester Consulting, revealing that organizations implementing its customer experience (CX) solutions could achieve a return on investment (ROI) of 278%.

The Total Economic Impact (TEI) study involved interviews with four Puzzel customers and an analysis of a composite company handling approximately 3 million interactions per year.

Key findings suggest that transitioning to Puzzel’s cloud-based contact centre could result in €2.4 million in cost savings over three years due to reduced technology expenses.

In addition, agent productivity improved by 15%, resulting in business gains of €10.3 million. Enhanced agent experience also led to better employee retention, saving €293,000 over three years.

Overall, the study estimates that the composite organization could realize total benefits of €12.98 million versus costs of €3.43 million, yielding a net present value (NPV) of €9.55 million.

Frederic Laziou, CEO at Puzzel, said, “The Forrester Total Economic Impact Study underscores for us how our solutions not only enhance customer satisfaction but also drive measurable business value, helping organisations thrive in a rapidly changing landscape.”

To explore the full findings, download the Forrester Total Economic Impact study of Puzzel here.

For more information about Puzzel - visit the Puzzel Website