New Independent Study Finds Dialpad Delivers 202% ROI Over Three Years for Organizations and Call Centers

Other Benefits Include 90% Deployment Time Reduction and $300K in Annual Savings

SAN FRANCISCO, CA -- July 18, 2019 -- Dialpad, the only cloud-native business communications platform powered by Voice Intelligence (ViTM), today announced the findings of a Forrester Consulting Total Economic Impact™ (TEI) study of Dialpad Talk and Dialpad Contact Center, which was commissioned to examine the potential financial impact enterprises may realize by deploying Dialpad. Results demonstrated huge business benefits for companies retiring and replacing a legacy phone system with Dialpad, including a reduction in deployment time by 90%, along with around $300K in annual savings and 202% ROI over three years.

One interviewee organization (kept anonymous) experienced benefits of $2.4M over three years versus costs of $808,282, adding up to a net present value (NPV) of $1.6M and an ROI of 202%. By employing Dialpad, the organization improved scalability and reliability while garnering cost savings. Additionally, Dialpad improved employee satisfaction and productivity, increased customer satisfaction and elevated coaching and managing processes.

“Having Dialpad in place gives our employees a tool they can trust and count on to always be available; that was very important to us,” said an executive for the interviewed company.

The organization also saw improvements to the HR hiring process and new-hire onboarding time, resulting in 90% more efficiency for both. The interviewed organization stated, “Setting up a new office went from weeks to not even hours. From the IT side of things, Dialpad is a breeze...from an administrative overhead perspective, it’s just so much time and stress we don’t have to worry about at all.”

For call centers, Forrester measured a “big productivity win” with Dialpad Contact Center, with ramp-up time for call center agents decreasing by 50% and overall call center efficiency increasing by 15% thanks to Dialpad CRM and productivity suite integrations.

“We believe this study by Forrester demonstrates the industry shift to easy-to-use and -deploy cloud solutions for business communications,” said Dialpad CEO Craig Walker. “Dialpad makes it easier than ever for companies to grow and scale anywhere in the world, and we are pleased to see such compelling and demonstrated business benefits being realized by our customers.”

The information above is from the July 2019 Forrester Consulting Total Economic Impact Impact™ (TEI) commissioned by Dialpad and conducted by Forrester Consulting on their behalf. To view the full study, visit

About Dialpad
Dialpad’s mission is to make business communications great. Built on the Google Cloud Platform for unmatched security, reliability and scale, Dialpad’s product suite covers the full range of modern business communications needs with Dialpad Talk, Dialpad Sell, Dialpad Contact Center and Dialpad UberConference, all powered by Voice Intelligence (ViTM). Today more than 60,000 of the world’s most innovative businesses use Dialpad and its seamless integrations with Google G Suite and Microsoft Office 365 to be more productive. Customers include WeWork, Uber, Motorola Solutions, Domo and Xero. Investors include Amasia, Andreessen Horowitz, Felicis Ventures, GV, ICONIQ Capital, Salesforce Ventures, Scale Ventures, Section 32, Softbank, and Work-Bench.

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Penny Desatnik
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