Appendix C: Endnotes 1 Source: “The Forrester Wave: Contact Center As A Service, Q1 2023,” Forrester Research, Inc., March 27, 2023 2 Source: “First 90 Days: Contact Center Director,” Forrester Research, Inc., April 10, 2023 3 Source: “Five Lessons Learned From The Forrester Wave™: Contact Center As A Service, Q1 2023,” Forrester Research, Inc., June 20, 2023. 4 Total Economic Impact is a methodology developed by Forrester Research that enhances a company’s technology decision-making processes and assists vendors in communicating the value proposition of their products and services to clients. The TEI methodology helps companies demonstrate, justify, and realize the tangible value of IT initiatives to both senior management and other key business stakeholders. 5 th Source: “How Customer Experience Drives Business Growth, 2022,” Forrester Research, Inc., June 6 2022. 6 Source: “Come Together: Combining UCaaS And CCaaS Unlocks New Customer Value,” Forrester Research, Inc., July 21, 2023. THE TOTAL ECONOMIC IMPACT™ OF DIALPAD AI CONTACT CENTER 25