ANALYSIS OF BENEFITS Modeling and assumptions. For the financial Risks. Benefits realized may vary based on the analysis, Forrester assumes: following factors: • With Dialpad Ai Contact Center, the composite • The number of contacts annually. organization reduces an agent’s average handle • The average handle time and post-call work time time from 5 minutes to 4 minutes. before the investment. • After implementing the solution, agents spend an • The hourly wage of contact center agents. average of 30 seconds on post-call work, compared to 1 minute before Ai Contact Center. Results. To account for these risks, Forrester • Contact center agents have a fully burdened adjusted this benefit downward by 20%, yielding a hourly wage of $30. three-year, risk-adjusted total PV (discounted at 10%) of $9.7 million. Contact Center Agent Productivity Ref. Metric Source Year 1 Year 2 Year 3 A1 Contacts annually Composite 6,500,000 6,500,000 6,500,000 A2 Average handle time before Dialpad Ai Contact Interviews 5 5 5 Center (minutes) A3 Average handle time after Dialpad Ai Contact Interviews 4 4 4 Center (minutes) A4 Contact center agents Composite 500 500 500 A5 Average fully burdened hourly wage for contact TEI standard $30 $30 $30 center agent A6 Agent labor savings from reduced call time A1*(A2-A3/60)*A5 $3,250,000 $3,250,000 $3,250,000 A7 Post-contact work before Dialpad Ai Contact Interviews 1 1 1 Center (minutes) A8 Post-contact work after Dialpad Ai Contact Center Interviews 0.5 0.5 0.5 (minutes) A9 Reduced agent labor from post-contact work after A1*(A7-A8/60)*A5 $1,625,000 $1,625,000 $1,625,000 Dialpad Ai Contact Center At Contact center agent productivity A6+A9 $4,875,000 $4,875,000 $4,875,000 Risk adjustment ↓20% Atr Contact center agent productivity (risk-adjusted) $3,900,000 $3,900,000 $3,900,000 Three-year total: $11,700,000 Three-year present value: $9,698,723 THE TOTAL ECONOMIC IMPACT™ OF DIALPAD AI CONTACT CENTER 9