Systems Investment Analysis

Every year more time and money is invested in Contact Center systems and tools and yet it continues to be difficult, if not impossible, to prove that companies are getting their money’s worth. According to a study by Datamonitor, nearly two-thirds of the Contact Centers surveyed could not measure the impact of recent technology investments. If that is the status quo, it’s easy to see why getting executive approval to commit to new technology initiatives often presents difficulties. A solid business case is typically required, and this can often prove challenging for Contact Center management to develop.

Tyche’s Contact Center CATScan™ activity-based modeling service provides you with a powerful tool for constructing a compelling business case for investment in the Contact Center. By quantifying the impact of not investing as well as stating the expected benefits in detailed financial terms familiar to senior management you will not only present a strong argument for making the investment but demonstrate the ability to track performance after implementation to prove the projected impact.

A Systems Investment Analysis quantifies the real impact of changes you’re planning and changes you make and then expresses them in well-understood financial terms that compel action.  Using the Contact Center CATScan™ your Tyche consultant will clearly identify:

• The actual productivity impact of an investment in new systems over time, including three year budget projections with and without the proposed investment.
• The actual total cost of ownership that you can expect, not what the vendor tells you.
• An accurate, credible ROI comparison between your Contact Center with the new system(s) and the baseline "business-as-usual" scenario.
• The impact of the investment not only on Contact Center staff but also on other company resources.

The Systems Investment Analysis will tell you exactly what your return will be from implementing a new ACD, upgrading workstations, or expanding your ticket management solution. Once changes are implemented, the actual impact of your effort and investment can be measured, leaving no doubt as to the impact of your investment.

The new tools will make a major difference in your ability to cope with relentless growth and tight budgets, but how do you make the case to the execs… now you know!