ANALYSIS OF BENEFITS recording that says on this day, we’re closed or • Better together with CCaaS and UCaaS. we’re open to a certain hour. That really helps the Forrester research finds “an obvious synergy” in [customers] to know when we’re open and when “the adoption of cloud-based UCaaS and CCaaS we’re not.” solutions. … UCaaS and CCaaS tools Customers could even navigate using voice and fundamentally enable the same thing — the 6 could be automatically routed. The CIO at the ability for humans to contact one another.” Using healthcare company shared, “Dialpad recognizes Dialpad UCaaS and Dialpad Ai Contact Center certain vocabulary, and it actually auto-reroutes CCaaS together creates efficiencies for users to certain departments or to management, and unlocks new opportunities to leverage AI depending on what the patients may be looking features across the organization. End users can for or how they are talking.” seamlessly navigate between UCaaS and CCaaS, while IT can enjoy streamlined • User-friendly interface with flexibility for management across systems. remote work. Interviewees shared that • Features and updates. Dialpad continuously employees appreciated Ai Contact Center’s develops new features for Ai Contact Center, intuitive platform and efficient menu routing that most of which customers receive free of charge effectively balanced workloads among agents in as part of automatic updates. Interviewees the contact center. Additionally, Dialpad’s cloud- expressed excitement about adopting additional based solution is accessible from anywhere, AI-powered features over time. facilitating remote or hybrid work. Flexibility would also be quantified when evaluated as part of a specific project (described in more detail in Appendix A). “We’ve simplified our menu system, and we’ve simplified how to direct-access those contact centers. So that’s probably one of the biggest efficiency gains we got out of that and again, better customer experiences or better caller experiences.” CTO, transportation FLEXIBILITY The value of flexibility is unique to each customer. There are multiple scenarios in which a customer might implement Ai Contact Center and later realize additional uses and business opportunities, including: THE TOTAL ECONOMIC IMPACT™ OF DIALPAD AI CONTACT CENTER 20