ANALYSIS OF BENEFITS REDUCTION IN DOWNTIME AND ABANDONED • Operating margin applicable per industry. CALLS • Value of revenue associated with the contact Evidence and data. Dialpad Ai Contact Center center. helped interviewees’ organizations deliver better customer experiences by improving both their system • Volume of calls involving revenue generation uptime and the proportion of customer calls that they opportunities. were able to respond to. • Amount of downtime before the investment in Ai • Interviewees leveraged Dialpad Ai Contact Contact Center. Center’s callback, intelligent routing, and call • Average cost of an hour of downtime. queue features to reduce hold times and call Results. To account for these risks, Forrester abandonment rates. The improvement in call adjusted this benefit downward by 20%, yielding a response rates led to more revenue-generating three-year, risk-adjusted total PV of $281,000. opportunities, including cross-selling and upselling calls. • Some interviewees reported 20% to 30% declines in call abandonment rate. “[Customers] don’t just drop off • Interviewees recounted that the implementation anymore. They say, okay, they’re of Ai Contact Center significantly reduced the going to call me back, and they amount of downtime. The CIO at the healthcare hang up and they do get a call organization described the solution’s reliability: back within an hour.” “Dialpad itself has never gone down in the three CIO, healthcare years we have used it. … Dialpad has been very, very reliable.” Modeling and assumptions. For the financial analysis, Forrester assumes. • Annual revenue of $50 million is associated with the contact center. • Thirty percent of all contacts annually involve revenue-generating opportunities. • The composite organization has an operating margin of 5%. • The composite organization avoids 30 hours of downtime annually with Ai Contact Center. • Each hour of downtime costs the organization more than $19,000. Risks. Benefits realized may vary depending on the following factors: THE TOTAL ECONOMIC IMPACT™ OF DIALPAD AI CONTACT CENTER 14