Analysis Of Costs Quantified cost data as applied to the composite Total Costs Ref. Cost Initial Year 1 Year 2 Year 3 Total Present Value Ftr Investment costs $64,223 $1,073,875 $1,073,875 $1,073,875 $3,285,848 $2,734,791 Total costs (risk- $64,223 $1,073,875 $1,073,875 $1,073,875 $3,285,848 $2,734,791 adjusted) INVESTMENT COSTS • After an initial training effort, new staff to replace Evidence and data. Investment costs for Dialpad Ai attrited staff are trained each year. Contact Center include subscription costs payable to • The composite organization has an agent Dialpad as well as internal labor costs associated turnover rate of 25% in Years 2 and 3. with implementation, ongoing maintenance, and training. • Ten percent of one FTE’s time is required for ongoing maintenance. • CCaaS subscriptions are per seat and payable monthly or annually. • Pricing may vary. Contact Dialpad for additional details. • Interviewees valued the simplicity of implementation and useful out-of-the-box Risks. Costs may vary based on the following features. Implementation times vary but were factors: typically around six weeks. • The number of staff and features elected. • Interviewees reported that agents could be • The degree of change management capabilities trained on using Ai Contact Center in a few at an organization. hours. • Additional internal effort related to rolling out new • They also shared that Ai Contact Center required modules and features. less ongoing maintenance effort compared to Results. To account for these risks, Forrester legacy systems. adjusted this cost upward by 10%, yielding a three- Modeling and assumptions. For the financial year, risk-adjusted total PV (discounted at 10%) of analysis, Forrester assumes: $2.7 million. • All contact center and management staff hold a fully loaded $150 per month per seat license. • Two FTEs with a fully burdened annually salary of $110,000 each spend six weeks on implementation. THE TOTAL ECONOMIC IMPACT™ OF DIALPAD AI CONTACT CENTER 21