What benefits does Altitude Software take into account while calculating ROI?
There are three types of benefits in an Altitude uCI deployment: 1) cost benefits, 2) revenue benefits, 3) other benefits. We start by estimating the cost benefits to be considered in the ROI calculation. Regarding the revenue benefits, we work together with the customer to define the revenue drivers of the contact center and the relation between revenues and drivers in the whole project. For example, if we consider a gross margin of 1 € per successful contact in the current environment, we will take this value as a reference for the estimated number of successful contacts in the future. Since our ROI calculation does not include other benefits, such as customer satisfaction, there is clearly an upside to the quantifiable, estimated ROI.
