EXECUTIVE SUMMARY $100 million in annual revenue and 6.5 million yearly organization reduces both average call handle contacts. time and the amount of time agents spend on Prior to using Dialpad Ai Contact Center, the post-call administrative work, resulting in interviewees noted how their organizations’ legacy significant agent time savings. Over the course of environments consisted of several disparate contact the three-year analysis, this productivity center solutions with limited functionality and poor improvement is worth $9.7 million to the reliability. The interviewees reported that their contact composite organization. centers had long handle times and a high rate of • Reduction in time spent coaching agents and abandoned calls, frustrating customers and agents reporting on contact center performance. Ai alike. Additionally, the organizations lacked visibility Contact Center features such as Ai Coaching into customer sentiment, agent performance, and capture and analyze real-time interactions other contact center analytics. between agents and customers, providing both After the investment in Ai Contact Center, the agents and supervisors with insights into interviewees’ organizations were able to optimize performance and contact center trends. As a customer interactions, minimizing handle and wait result, managers at the composite organization times as well as call abandonment while ensuring are able to reduce by 75% the amount of time consistent, high-quality service. Moreover, the they spend coaching agents and reporting on the interviewees’ organizations gained valuable insights contact center, leading to $655,000 in time into their contact centers’ performance, allowing them savings over three years. to refine processes, boost agent productivity, and • Cost savings from reduced agent turnover. improve customer and employee experience. The The composite organization’s agents receive investment in Ai Contact Center also enabled the real-time assistance and coaching with Ai organizations to retire their legacy systems, leading Contact Center, helping them feel equipped to to substantial cost savings. deal with customer inquiries and challenges. Additionally, improvements in productivity make workloads more manageable, further improving agent satisfaction. The elevated employee Reduction in average experience leads to a 10-percentage-point handle time: decline in agent turnover, resulting in $1.1 million in cost savings for the composite organization. 20% • Higher revenue from the decrease in abandoned calls and avoided downtime. After implementing the solution, the composite organization responds to calls faster, enabling KEY FINDINGS them to address calls that previously would be Quantified benefits. Three-year, risk-adjusted abandoned. Because many of the composite present value (PV) quantified benefits for the organization’s calls involve upselling or cross- composite organization include: selling opportunities, the decline in abandoned calls helps the organization realize more revenue • Improved contact center agent productivity. opportunities, leading to an increase in profits. With Ai Contact Center, the composite Furthermore, the reliability of Ai Contact Center THE TOTAL ECONOMIC IMPACT™ OF DIALPAD AI CONTACT CENTER 2