EXECUTIVE SUMMARY TEI FRAMEWORK AND METHODOLOGY From the information provided in the interviews, DUE DILIGENCE Forrester constructed a Total Economic Impact™ Interviewed Dialpad stakeholders and Forrester framework for those organizations considering an analysts to gather data relative to Ai Contact investment in Ai Contact Center. Center. The objective of the framework is to identify the cost, benefit, flexibility, and risk factors that affect the INTERVIEWS investment decision. Forrester took a multistep Interviewed four representatives at approach to evaluate the impact that Ai Contact organizations using Ai Contact Center to obtain Center can have on an organization. data with respect to costs, benefits, and risks. COMPOSITE ORGANIZATION Designed a composite organization based on characteristics of the interviewees’ organizations. FINANCIAL MODEL FRAMEWORK Constructed a financial model representative of the interviews using the TEI methodology and DISCLOSURES risk-adjusted the financial model based on Readers should be aware of the following: issues and concerns of the interviewees. This study is commissioned by Dialpad and delivered by Forrester Consulting. It is not meant to be used as a CASE STUDY competitive analysis. Employed four fundamental elements of TEI in Forrester makes no assumptions as to the potential ROI modeling the investment impact: benefits, costs, that other organizations will receive. Forrester strongly flexibility, and risks. Given the increasing advises that readers use their own estimates within the sophistication of ROI analyses related to IT framework provided in the study to determine the appropriateness of an investment in Ai Contact Center. investments, Forrester’s TEI methodology Dialpad reviewed and provided feedback to Forrester, but provides a complete picture of the total Forrester maintains editorial control over the study and its economic impact of purchase decisions. Please findings and does not accept changes to the study that see Appendix A for additional information on the contradict Forrester’s findings or obscure the meaning of the study. TEI methodology. Dialpad provided the customer names for the interviews but did not participate in the interviews. THE TOTAL ECONOMIC IMPACT™ OF DIALPAD AI CONTACT CENTER 5