The Total Economic Impact of the Contact Center

The Business Case for Workforce and Conversation Intelligence Solutions.

Discover how leading contact centers boost revenue, cut costs, and transform CX with Workforce & Conversation Intelligence.

In this report, we break down Metrigy’s latest research – based on 316 organizations across nine countries – to reveal the total economic impact of Workforce & Conversation Intelligence tools.

From +17% customer rating gains to double-digit revenue growth, this is your blueprint for boosting CX, empowering agents, and maximizing AI’s potential.

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Discover the key trends shaping the future of contact centers

Contact centers are the frontline of any organization, often the first and sometimes only direct interaction customers have with a brand. Every call, chat, or email shapes perceptions, resolves issues, and builds loyalty. Managing that responsibility requires more than people alone.

Today, 92% of contact centers use some form of Workforce Management (WFM) solution – ranging from sophisticated platforms to custom-built Excel tools – to forecast, schedule, and ensure consistent service. But WFM has evolved beyond staffing: modern solutions also coach, train, and monitor both in-person and virtual agents. Quality management, performance tracking, call recording, and advanced analytics now help boost customer experience, employee satisfaction, and operational efficiency.

A recent Metrigy study of 316 organizations across nine countries reveals the measurable business impact of these tools. This report explores:

What Workforce & Conversation Intelligence tools are

Who makes the buying decisions

Key use cases

The business case and ROI

Agent & manager experience

The role of AI

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74.1%

of companies say Workforce and Conversation Intelligence tools have increased customer ratings.

57%

of companies reported increased revenue after implementing Workforce and Conversation Intelligence tools.

34.2%

of contact centers said that Workforce management had the biggest improvement to customer ratings, followed by Quality Management at 24.8%

39.6%

of contact centers report that WFM made the biggest contribution to the improvement of employee efficiency, followed by Performance Management at 21.6%

34.3%

of contact centers report that WFM out of their core Workforce and Conversation Intelligence applications has had the biggest impact on Agent turnover.

62%

of companies are using AI for Workforce and Conversation Intelligence use cases.

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Download now to access tangible data and benchmarks for building your business case. From AI to agent experience, this is your complete economic impact report for Workforce & Conversation Intelligence solutions.