Case-in-point: Calltree says that cutting one second off each call saves enterprises millions, and that less than 1% of screen recordings ever get reviewed - so they automate the time-and-motion study (e.g. a rep toggling between five legacy apps costs 20 seconds per call β $5M/year) and prove savings pre/post.
Kun ran AWS's contact-center product line (Capital One, Intuit, Adobe)