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CenturyLink Case Study

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CenturyLink Heats Up Warm Leads for a 20-to-1 ROI with Artificial Intelligence from Conversica CenturyLink is the third-largest telecommunications company in the United States, offering network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. With operations in 99 countries, the company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Kate Cindric Federhar is Manager of Marketing Operations for the business division of CenturyLink, overseeing everything from marketing automation, warm lead programs, and lead flow automation, reporting, and analysis. Warm leads are the focus of the programs that Federhar manages, and a prospect is considered one only after having been asked to be contacted. These warm leads can come from the website via lead capture or chat, 1-800 numbers, outbound telemarketing, and search engine marketing as well as email campaigns. "For us, lead-to-sales conversion is very much a volume play," Federhar explains. "The more leads we can get into the top of the funnel, the more business we'll end up with, so we looked for marketing technology to help us with that." CenturyLink chose the Conversica Artificial Intelligence-powered sales assistant that uses human-like, two-way email conversions to automatically engage and qualify leads, freeing up sales reps to close more business. "With Conversica, we've hugely increased our follow-up email volume, enabling us to get smarter by strategically reaching out to more prospects overall, including audience segments we had typically overlooked," Federhar notes. Overcoming objections with overwhelming success CenturyLink started using Conversica by reaching out to smaller prospects who did not have an assigned sales rep. "We dipped our toes in the water by picking those accounts that aren't Customer CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world Challenge Increase outreach volume and improve lead flow Conversica Solution Conversica's AI automated sales assistant with unlimited bandwidth Conversica Virtual Personas Angie and Ashley Conversica Assists • 2,000% return on investment each month • 120-400 additional qualified leads each month • Massive outreach to targeted audience segments "We now use Conversica to contact 90,000 prospects every quarter. This is a huge volume, and the biggest benefit is that we can do it quickly. With Conversica, we're able to have a real conversation with each one, a personal email thread that can really cut through the clutter and get people's attention." Kate Cindric Federhar Manager of Marketing Operations, CenturyLink Technology Case Study

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