Analyst Brief: Forrester Consulting: The Total Economic Impact of eStara Click to Call

White Paper Published By: Art Technology Group, Inc

Forrester examined multiple Click to Call deployments in order to quantify ROI, determine conversion rates and understand the impact on customer experience across channels. Read the analyst perspective and see how eStara Click to Call can change your business.

Tags :

estara, click to call, financial services, retail industries, roi, voip

Published:	Jan 22, 2009
Type:	White Paper
Length:	22 pages

Prepared for eStara October 2007
The Total Economic ImpactT Of
eStara Click to Call
Project Director: Sadaf Roshan, Consultant, TEI The Total Economic ImpactT of eStara Click to Call
Table Of Contents
Executive Summary ...............................................................................................................................4
Purpose..............................................................................................................................................4
Methodology.......................................................................................................................................4
Approach............................................................................................................................................4
Key Findings ......................................................................................................................................5
Disclosures.........................................................................................................................................6
Click to Call: Overview ...........................................................................................................................6
Analysis...................................................................................................................................................7
Interview Highlights............................................................................................................................7
TEI Framework.......................................................................................................................................8
Costs ..................................................................................................................................................9
Benefits ............................................................................................................................................12
Risk...................................................................................................................................................17
Flexibility...........................................................................................................................................18
TEI Framework: Summary...............................................................................................................19
Study Conclusions................................................................................................................................20
Appendix A: Total Economic Impact Overview ...................................................................................21
Benefits ............................................................................................................................................21
Costs ................................................................................................................................................21
Risk...................................................................................................................................................21
Flexibility...........................................................................................................................................21
Appendix B: Glossary...........................................................................................................................22
© 2007, Forrester Research, Inc. All rights reserved. Forrester, Forrester Wave, WholeView 2, Technographics, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective
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companies. Forrester clients may make one attributed copy or slide of each figure contained herein. Additional reproduction is strictly prohibited. For additional reproduction rights and usage information, go to www.forrester.com. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.
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Executive Summary eStara commissioned Forrester Consulting to ... [download for more]