Table Of Contents Consulting Team: Margaret Firth Executive Summary ................................................. 1 Matt Dunham The Dialpad Ai Contact Center Customer Journey ................................................................................... 6 Key Challenges ...................................................... 6 Investment Objectives ............................................ 7 Composite Organization ......................................... 7 Analysis Of Benefits ................................................ 8 Contact Center Agent Productivity ......................... 8 Manager Productivity ............................................ 10 Contact Center Reduced Turnover ...................... 12 Reduction In Downtime And Abandoned Calls .... 14 Legacy System Deprecation ................................ 16 .............................................................................. 17 Unquantified Benefits ........................................... 18 Flexibility ............................................................... 20 Analysis Of Costs .................................................. 21 Investment Costs .................................................. 21 Financial Summary ................................................ 23 Appendix A: Total Economic Impact ................... 24 Appendix C: Endnotes .......................................... 25 ABOUT FORRESTER CONSULTING 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. For additional information, go to forrester.com. THE TOTAL ECONOMIC IMPACT™ OF DIALPAD AI CONTACT CENTER