EXECUTIVE SUMMARY helps the organization reduce its downtime and customers to resolve their inquiries via self- the associated revenue losses. Overall, the service and reduces the number of levels decrease in abandoned calls and downtime customers must move through to speak to the amounts to $281,000 over the three-year right person. Crucially, customers have the option analysis. to navigate using voice and can be directed • Cost savings from retiring legacy systems. through automated routing. The improved menu After investing in Ai Contact Center, the routing speeds up service for callers and reduces composite organization is able to retire its costs for the composite organization. existing systems and eliminate legacy solution, • Happier employees. Interviewees shared that real estate, maintenance, and long-distance call employees appreciated Ai Contact Center’s costs. The legacy system deprecation costs are intuitive platform and efficient menu routing, worth $1.4 million to the composite organization which effectively balanced workload among over three years. agents in the contact center. Additionally, Unquantified benefits. Benefits that provide value Dialpad’s cloud-based solution is accessible from for the composite organization but are not quantified anywhere, facilitating remote or hybrid work and in this study include: ensuring a seamless experience and easy communication across in-office and remote team ● CSAT insight and customer experience. The members. interviewees’ organizations reported that Dialpad Ai Contact Center reduced customer wait times Costs. Three-year, risk-adjusted PV costs for the and call times, reducing customer frustration. composite organization include subscription costs Additionally, the solution’s data-driven insights and call credits, as well as labor costs for and real-time assistance ensures consistent and implementing and maintaining the solution and for personalized support, leading to smoother training new users. customer interactions. Dialpad’s Ai CSAT feature The representative interviews and financial analysis helped service teams gain a full view of found that a composite organization experiences satisfaction across every interaction, delivering a benefits of $13.16 million over three years versus more complete understanding of customer costs of $2.73 million, adding up to a net present needs. value (NPV) of $10.42 million and an ROI of 381%. • Visibility into contact center analytics. By continuously capturing and analyzing customer interactions across various communication channels, Dialpad Ai Contact Center generates comprehensive insights into agent performance, customer behavior, and operational trends. This real-time and historical data empowers the composite organization to make informed choices when managing agents or allocating resources. • More efficient menu routing and reduced demand on agents. Dialpad Ai Contact Center enables the composite organization to streamline menu and IVR systems, which allows more THE TOTAL ECONOMIC IMPACT™ OF DIALPAD AI CONTACT CENTER 3