AIforContactCenterCostReduction Sponsoredby Talkdesk®isaglobalAI-poweredcloudcontactcenterleaderforenterprisesofallsizes. TalkdeskCXCloudandIndustryExperienceCloudshelpenterprisesdelivermoderncustomerservicetheirway.Ourtrusted,flexible,andinnovativecontactcenterplatformleveragesAIandautomationtodriveexceptionaloutcomesfortheircustomersandimprovethebottomline. Servingenterprisecustomersinover100countries,wepartnerwithourcustomerstodelivercontinuousinnovationandbreakthroughresults.Ourunwaveringcommitmenttodoingwhatwesaywewilldoandourinvestmentinthehighestlevelsofsecurityandreliabilityforourproductsmakeussecondtononeintheindustry. AlongwithourflagshipCXCloud,weofferTalkdeskIndustryExperienceCloudsTMwhicharepurpose-builttomeettheneedsofverticalsectorstoimproveCXandgenerateindustry-specificbusinessoutcomes.Weofferabusinessphonesystemnativelybuiltonaleadingcloudcontactcenterplatform,whichreducescostsandprovidesabetterwayforhybridworkforcestodelivergreatcustomerexperiences. Weserveenterprisecustomersinover100countriesincluding:LifeSearch,FreewayInsurance,IBM,WaFDBank,Wealthify,Capitalise,Flagstone,EqualsMoney,RootInsurance,Zego,AppleFederalCreditUnion,BankUnited,Patagonia,Quadient,MotorolaSolutionsandCanon. Learnmoreandrequestademoatwww.talkdesk.com. Contactcenteroperatingexpenditure Utilities/localtaxes 3% Rent 3% Training3% Other 3% Recruitment 4% OngoingITcosts 9% Othersalaries(management,IT,etc)11% Agentsalaries 64% Historicalaveragespeedtoanswer&callabandonmentrate,2012-2023 1208.0% 7.3% 7.1% 101 7.0% 100 6.3% 7.1% 6.3% 6.0% 6.0% 6.1% 5.9% 80 5.7% 79 5.4% 75 5.3% 5.4% 73 5.0% 60 60 56 4.0% 53 50 46 43 3.0% 40 34 31 2.0% 20 1.0% 0 0.0% 201220132014201520162017201820192020202120222023 Meanaveragespeedtoanswer(seconds)Callabandonmentrate Speedtoanswer(seconds) Callabandonmentrate Customerpreferenceforphonechannel,2018-24 60% Highemotion 50% 50% 49% Highurgency 43% 41% 41% 47% 40% 39% 37% 37% 41% 40% Highcomplexity 40% 38% 36% 35% 30% 29% 27% 24% 20% 19% 19% 17% 10% 0% 2018 2019 2020 2021 2022 2023 2024 AIANDFIRST-CONTACTRESOLUTION AIANDPROACTIVECUSTOMERCONTACT AI-ENABLEDWORKFORCEMANAGEMENT AI-ENABLEDANALYTICSFORǪUALITYMANAGEMENT AUTOMATEDCUSTOMERAUTHENTICATION Proportionofcallsrequiringcalleridentification&averagetimetaken,2009-23 80% 66% 50 65% 70% 69% 60% 45 67% 68% 66% 66% 62% 63% 63% 61%61% 40 60% 59% 58% 35 50% 30 40% 25 46 42 30% 39 20 34 35 35 32 34 30 20% 27 26 26 28 15 23 24 10 10% 5 0% 0 200920102011201220132014201520162017201820192020202120222023 AverageID&Vtime(seconds)ProportionofcallsrequiringID&V %ofcalls Seconds OPTIMIZINGTALKTIME Numberofin-callapplicationsusedbyagents,bycontactcentersize 100% 4% 13% 11% 90% 14% 29% 11% 80% 13% Morethanfive 70% 18% 5 60% 26% 21% 50% 4 50% 14% 3 40% 35% 17% 30% 2 20% 29% 26% 36% 1 22% 10% 0% 4% Small 4% Medium Large 3% Average REDUCINGPOST-CALLWRAP-UP HumanandAIemailandwebchathandling 100% 2% 5% 11% 90% 80% 27% 70% 60% AIhandlesresponsewithoutagent 50% 93% AIsuggestsanswertoagent 40% 30% 62% Agent-only(includesuseoftemplates) 20% 10% 0% Email Webchat Whydocustomersmovefromwebself-servicetolivetelephony? Customersneedtobetakenthroughphonesecurity9%19% 21% 30% 22% Information/functionalitywasavailablebutcustomercouldnotfindit13% 49% 25% 8%5% Information/functionalityrequiredwasnotavailableonthewebsite 30% 35% 24% 12% Customerwantedthereassuranceoftalkingtosomeone 30% 58% 11%1% Complexissue(s)requiringaliveagent 54% 31% 9%6% 0%10%20%30%40%50%60%70%80%90%100% StronglyagreeAgreeNeutralDisagreeStronglydisagree ooooooooooo o