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_EXPECTEDtightly, then reconciles toPUBLISHEDwith 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.