Decision support

Calculate ROI and TCO for Contact Center

Get an indicative estimate of investment, annual benefit, payback and 5-year TCO based on your own key metrics — users, revenue, industry and complexity.

The calculation is a simplified estimate and should be used as decision support — not as a final quote or business case. Always validate results with two–three relevant partners.

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ROI & TCO

ROI & TCO analysis for Dynamics 365 Contact Center

Calculate license cost, implementation, 5-year total cost, payback and annual benefit based on your key figures. The model is deliberately simplified — it gives an order of magnitude, not a full business case.

694 kr. /user/month

165.000.000 kr.

60%

Tick the areas where you see potential. Values are conservative and scale with the number of users (30 users → 1.12×).

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An AI-driven voice bot and chatbot handle simpler cases without an agent. Typically 10-25% deflection in mature implementations.

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Copilot in the agent interface provides summarization, intent detection and suggested replies. 10-15% shorter handling time and better quality.

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A single platform for voice, digital and CRM typically replaces 2-3 separate tools (telephony, IVR, case management). Frees up IT budget and simplifies operations.

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Real-time analytics on queues, SLAs and calls helps team leads staff correctly and coach agents. Reduces overtime and improves NPS.

792.000 kr.

Result

5-year ROI
1202%
Payback
5 months
5-year TCO
3.191.443 kr.
Annual benefit
2.440.289 kr.
Contact Center (full)20.818 kr./mo
License total20.818 kr./mo
License full year249.813 kr.
Implementation (one-off)1.079.100 kr.
Managed services from year 2194.238 kr./yr

Indicative calculation — the real outcome depends on agreement, scope and change management.

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Assumptions

The calculation is intentionally simplified. It gives an order of magnitude — not a substitute for a full business case analysis.