# 202512 — Genesys CX Cloud TEI

Self-contained reproduction of Forrester's *The Total Economic Impact™ Of
CX Cloud — Cost Savings And Business Benefits Enabled By Genesys And
Salesforce* (December 2025, commissioned by Genesys and Salesforce), built
on the [Mercury Notebook Deliverable Pattern](../../docs/Mercury_Notebook_Pattern_V1-00.md)
as **Variant 4 — TEI composite reproduction**: Forrester's composite
organization is the never-edited verbatim anchor, the in-notebook gate
proves the engine reproduces the published totals, and 🟡 client drivers
rescale the composite live.

## Source

The full Forrester study is at
[`docs/The-Total-Economic-Impact-Of-CX-Cloud.pdf`](docs/The-Total-Economic-Impact-Of-CX-Cloud.pdf);
[`docs/Genesys-Token-Metering.md`](docs/Genesys-Token-Metering.md) covers
the AI Experience token pricing the study omits.

Published composite totals (3-yr risk-adjusted PV @ 10%), reproduced by
`teicalc` to within $2:

| Metric | Published | Engine |
|---|---|---|
| Benefits PV | **$14,840,638** | $14,840,637 |
| Costs PV | **$4,057,170** | $4,057,170 |
| NPV | **$10,783,468** | $10,783,466 |
| ROI | **266%** | 265.79% |
| Payback | *not headlined* | 3.3 months |

## Composite organization (the verbatim anchor 🟢)

* Global supply company, $2.5B revenue, 10,000 employees
* 600 CX agents (400 concurrent licenses)
* 80,000 weekly interactions @ 12 minutes
* Self-service completion 15% → 25%

## The $0 AI line (🔴)

The published study models **zero Genesys AI Experience token
consumption**, even though the self-service (B), agent-efficiency (C), and
agent-assist (D) benefits all depend on token-billed AI capabilities. The
anchor keeps the $0 verbatim so the reproduction matches the PDF; the
notebook exposes `ai_tokens_annual` as a direct 🔴 sidebar input — price it
from the Genesys quote and the case re-derives live. (This critique is what
grew into the CTM token-calculator engagement, `../202607_CTM_GenesysCX/`.)

## Client overlay (🟡)

A first-order linear rescale — "the composite at your size", not "your
TEI". The composite's trajectory is flat (Y2 = Y3), so there is no growth
re-base:

| Row | Driver | Confidence |
|---|---|---|
| Legacy retirement · CX Cloud licenses | agents | 🟡 |
| Self-service savings · agent efficiency | interactions | 🟡 |
| Agent-assist sales | revenue | 🟡 |
| Implementation · ongoing management | fixed | 🟡 project-based |
| Genesys AI tokens | direct $/yr input | 🔴 $0 until quoted |

## Study quirks (documented in the anchor, verbatim)

- p.14 prints the implementation initial as $1,304,600; the correct figure
  is $1,309,000 (= 1,190,000 × 1.10) per the detail table and cash-flow
  analysis.
- B7's printed formula cites B2 (15%) where the 12-minute interaction
  length is meant; the result (40 FTEs) is correct.

## Layout

```
202512_TEI_Genesys_CX_Cloud/
├── teicalc/               ← ALL math (stdlib-only) — notebooks hold none
│   ├── anchor.py          ← Forrester's tables, VERBATIM, never edited
│   ├── model.py           ← NPV/ROI/payback, risk adjustment, compute_summary
│   ├── overlay.py         ← ClientDrivers + driver map + the AI-token input
│   ├── scenarios.py       ← conservative / moderate / aggressive
│   └── staging.py         ← on_stage()/backstage() (Mercury vs nbconvert)
├── notebooks/business_case.ipynb   ← THE deliverable
├── scripts/export_report.py
├── tests/                 ← hand-checked pinned acceptance numbers
├── config.toml            ← Mercury theme (NTT DATA brand)
├── pyproject.toml         ← full toolchain as core deps — no requirements.txt
├── docs/                  ← the Forrester PDF + token-metering notes
└── exports/               ← generated .html/.md; gitignored
```

## Run

```bash
python -m venv .venv && source .venv/bin/activate
pip install -e ".[dev]"
```

| Task | Command |
|---|---|
| Tests | `pytest` |
| Serve (the stage) | `mercury --working-dir notebooks/` (run from this project root so `config.toml` loads) |
| Analyst view (backstage) | `jupyter lab` |
| Headless check | `jupyter nbconvert --to notebook --execute --inplace notebooks/business_case.ipynb` |
| Export for LLMs | `python scripts/export_report.py` |

The data appendix (markdown tables + JSON model state) rides inside
`exports/business_case.md` — the payload for the Athena study-repository
roadmap.

## History

This study previously ran on the shared `core/` package with an
Athena-workflow notebook chain (provision → push → calculate) and
study-scoped `PALLADIUM_GENESYSCX_*` env keys. That workflow — including
the `ATHENA_EXPECTED` reconciliation for Athena's discount-initial-as-
Year-1 convention — was retired when the study migrated to the pattern
(git history preserves it); the engine reproduces the published totals
locally under Forrester's own conventions, pinned in `tests/`.
