# Genesys CX Cloud TEI — December 2025

Source: Forrester, *The Total Economic Impact™ Of CX Cloud — Cost Savings And
Business Benefits Enabled By Genesys And Salesforce* (commissioned by Genesys
and Salesforce, December 2025). PDF in `docs/`.

## Headline (published, 3-yr risk-adjusted PV @ 10%)

| Metric | Value |
|---|---|
| Benefits PV | $14,840,638 |
| Costs PV | $4,057,170 |
| **NPV** | **$10,783,468** |
| **ROI** | **266%** |
| Payback | ~4 months (computed; not headlined in the study) |

Composite: global supply company, $2.5B revenue, 10,000 employees, 600 CX
agents (400 concurrent licenses), 80,000 weekly interactions @ 12 min.

## Structure

4 benefits (legacy retirement ↓5%, self-service savings ↓15%, agent
efficiency ↓10%, agent-assist sales ↓5%) and 3 published costs (licenses ↑5%,
implementation ↑10% — initial-only, ongoing management ↑10%), **plus one
Palladium addition**: `genesys_ai_tokens`, an AI Experience token consumption
line the published study omits (it models $0 AI cost while three of four
benefits depend on AI). Stored exactly as Athena stores it — a single annual
cost value, entered from the Genesys quote in `01_business_case.ipynb` (which
includes a sensitivity sweep), with quote details kept in the field notes.
Seeded at $0 to reproduce the published totals.

## Study quirks (documented, handled)

- p.14 prints implementation initial as $1,304,600; 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.
- The initial cost is ~32% of cost PV, so Athena's discount-initial-as-Year-1
  behaviour shifts ROI to ~277%. Verification matches `ATHENA_EXPECTED`
  tightly, then reconciles to `PUBLISHED` with this explained delta.

## Notebooks

| Notebook | Purpose |
|---|---|
| `00_provision.ipynb` | Create template + fields + tool in Athena (client/proposal selection), seed, calculate, verify |
| `01_business_case.ipynb` | Working business case + Genesys AI token quantity × price sensitivity |

Env keys are study-scoped: `PALLADIUM_GENESYSCX_REPORT_PUBLIC_ID`,
`PALLADIUM_GENESYSCX_TOOL_PUBLIC_ID`, `PALLADIUM_GENESYSCX_PROPOSAL_ID` /
`PALLADIUM_GENESYSCX_ENGAGEMENT_ID`.