Executive Summary
Return on investment (ROI):
Benefits PV:
Net present value (NPV):
Payback:
Verizon’s calling solutions for Microsoft Teams provide an extended mobile-first Teams experience by joining the Teams experience with a single business-provided phone number and coverage network. Verizon offers three Microsoft Teams calling solutions that enable Teams users to make and receive calls outside the organization to virtually anyone anywhere, including customers, partners, and other employees on both wireline and wireless/cellular solutions. Companies can mix and match the three solutions to choose the right solution for each individual employee, whether they are onsite, remote, hybrid, or mobile. This centralizes the workforce communications experience, creates consistency of business policies, and provides an optimal calling experience for all employees, regardless of where they are physically located.
Verizon commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Verizon’s calling solutions for Microsoft Teams.1 The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Verizon’s Teams calling solutions on their organizations.
To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed the IT director of a healthcare management company with experience using both Verizon Calling with Microsoft Teams (VCMT) and Verizon Mobile for Microsoft Teams (VMMT). Forrester used the interviewee’s experiences to project a three-year financial analysis for their organization. To keep the interviewee and their company anonymous, Forrester refers to the organization as “Dermex.”
The IT director noted that prior to using two of Verizon’s three Teams calling solutions, Dermex struggled with call consistency issues and poor call quality, which hurt the organization’s operations, branding, and bottom line. It also lacked the ability to comply with regulation-based reporting requirements and had to frequently work with its call center to resolve technical issues.
After the investment in VCMT and VMMT, the IT director was able to finally centralize the organization’s calling and collaboration with Teams and support its hybrid employee base (e.g., mobile workers, desk workers, etc.) with both a landline and mobile calling solution that is best suited for each persona. The IT director shared that regardless of location, Verizon’s network improved call quality and said its technology helped Dermex employees consolidate voicemails, further centralizing communication channels and reducing management costs. This ultimately improved communications with patients and customers.
Quantified benefits. Three-year, risk-adjusted present value (PV) quantified benefits for Dermex include:
Unquantified benefits. Benefits that provide value for Dermex but are not quantified for this study include:
Costs. Three-year, risk-adjusted PV costs for Dermex include:
The interview and financial analysis found that the representative’s organization experiences benefits of $5.01 million over three years versus costs of $1.64 million, adding up to a net present value (NPV) of $3.37 million and an ROI of 205%.
99%
Reduction in individual clinic landline spend
“With Microsoft Teams, you’re able to forward your calls to another employee or external number. …But with Verizon Calling with Microsoft Teams, you have control [of] where your incoming calls go. …That’s the benefit for us.”
— IT director, healthcare management
Readers should be aware of the following:
This study is commissioned by Verizon and delivered by Forrester Consulting. It is not meant to be used as a competitive analysis.
Forrester makes no assumptions as to the potential ROI that other organizations will receive. Forrester strongly advises that readers use their own estimates within the framework provided in the study to determine the appropriateness of an investment in Verizon’s calling solutions for Microsoft Teams.
Verizon reviewed and provided feedback to Forrester, but Forrester maintains editorial control over the study and its findings and does not accept changes to the study that contradict Forrester’s findings or obscure the meaning of the study.
Verizon provided the customer names for the interviews but did not participate in the interviews.
1 Total Economic Impact is a methodology developed by Forrester Research that enhances a company’s technology decision-making processes and assists vendors in communicating the value proposition of their products and services to clients. The TEI methodology helps companies demonstrate, justify, and realize the tangible value of IT initiatives to both senior management and other key business stakeholders.
Forrester provides independent and objective research-based consulting to help leaders deliver key transformation outcomes. Fueled by our customer-obsessed research, Forrester’s seasoned consultants partner with leaders to execute on their priorities using a unique engagement model that tailors to diverse needs and ensures lasting impact. For more information, visit forrester.com/consulting.
© Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies.
Cookie Preferences
Accept Cookies
Decline
Close
This website uses cookies to deliver functionality and enhance your experience. GDPR requires that we obtain your consent before activating these cookies. Please accept the use of cookies or review your cookie settings now.
A cookie is a small text file that a website saves on your computer or mobile device when you visit the site. It enables the website to remember your actions (data inputs, website navigation), so you don’t have to re-enter data when you come back to the site or browse from one page to another.
Behavioral information collected by our web analytics vendor is used to analyze data pertaining to visitor trends, plan website enhancements, and measure overall website effectiveness. We may also use cookies or web beacons to help us offer you products, programs, or services that may be of interest to you and to deliver relevant advertising. We may use third-party advertising companies to help tailor website content to users or to serve ads on our behalf. These companies may also employ cookies and web beacons to measure advertising effectiveness.
Please accept cookies and the collection of behavioral information to receive full functionality and enhance your experience. If you decline cookies, some features of the website may not function normally.
Please see our
Privacy Policy for more information.