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eGain ROI Calculator

eGain ROI Calculator

Use this calculator to easily estimate the ROI of your AI knowledge investment in customer service automation. This calculator builds on the eGain Quick Value Model, a robust framework developed using lessons from hundreds of transformation programs delivered for clients like you.

Estimate the benefit of AI automation powered by the eGain platform for your customer service and contact center operation.

1. Number of full time agents in your contact center

2. Average Handle Time (in seconds) for a customer contact

3. Annual cost per agent ($)

4. Annual customer contact volume

Calculate result

Adjust your expected improvement levels

Use the sliders below to set improvement targets for your project. For example, if your customer service agents handle many information requests, you should get higher self-service deflection. Some of our retail clients, for instance, achieve self-service deflection north of 70%. On the other hand, if your agents handle a lot of complex inquiries and diagnostics, you could improve your First Contact Resolution (FCR) by up to 35%. One of our telco clients did just that!

Self-service deflection improvement

Typical range: 20% to 60%

Default set to 40%

First Contact Resolution (FCR) improvement

Typical range: 10% to 30%

Default set to 20%

Average Handle Time (AHT) reduction

Typical range: 10% to 20%

Default set to 15%

Agent retention improvement (annual)

Typical range: 5% to 15%

Default set to 5%

Agent onboarding time reduction

Typical range: 20% to 50%

Default set to 35%

Recalculate Results

eGain ROI Calculator Results

The results you see are based on over 20 years of working with leading enterprises to deliver measurable improvements in customer service. We’ve applied benefit assumptions – such as improvements in self-service adoption, AHT, and FCR – based on actual performance benchmarks from real-world deployments.

Improvement assumptions made to compute your estimated annual benefit. To adjust, click here.

Self-service deflection improvement:

40%

First Contact Resolution (FCR) improvement:

20%

Average Handle Time (AHT) reduction:

15%

Agent retention improvement (annual):

Agent onboarding time reduction:

35%

Values you entered

Number of full time Agents in your contact center:

1,000

Average Handle Time (in seconds) for a customer contact:

360

Annual cost per agent ($):

35,000

Annual customer contact volume:

10,000,000

Annual Benefit

Self-Service Deflection:

First Contact Resolution (FCR):

Average Handle Time (AHT):

Agent Retention:

Agent Onboarding Time:

Total Annual Benefit:

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