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NewVoiceMedia Case Study

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NewVoiceMedia Revs Up Conversion Rates in its Lead-to-Sale Process with Conversica Headquartered in the United Kingdom, NewVoiceMedia provides cloud solutions that enable customers to intelligently manage inbound or outbound conversations across voice and multiple other channels. The company offers the first global true-cloud contact center solution designed to improve the efficiency of sales teams and provide personalized service to every inquiry. With a steady volume of leads from its website, tradeshows, and corporate events, NewVoiceMedia had invested a great deal of time and energy into solidifying its lead management process: leads came into the system, were appended with contact and company data, and then de-duped, scored, and evaluated as to where to go next. The problem was, pretty much everything was funneled directly to Sales, says Mark Farnell, Vice President of Marketing Operations & Strategy for NewVoiceMedia. "We knew that a large proportion of our leads were not converting at an effective rate by sending them straight to Sales, and we were not creating an efficient and scalable model for pipeline growth." David Da Silva, Global Director of Marketing Operations for NewVoiceMedia, elaborates: "Our key challenge was understanding what was happening with inbound leads – we found that we were spending thousands of call minutes on leads that simply were not converting. Even when these leads did convert, they did so at a far lower rate. We wanted to understand which leads would convert at higher rates by automating the process of identifying the best leads." Reaching Out to Every Single Lead The company chose Conversica to complement its marketing technology stack. Building on an already-solid lead management process, leads that are not MQL-ready are given to their Conversica AI assistant, Anna Brookes, for follow up. Conversica provides an automated sales Customer NewVoiceMedia is a leading global provider of cloud customer contact center and inside sales technology that enables businesses to have more successful conversations Challenge Optimizing lead follow up to drive conversion and pipeline Conversica Solution Conversica's AI automated sales assistant with unlimited bandwidth Conversica Virtual Persona Anna Brookes Conversica Assists • £2M influenced revenue added to the pipeline • 10% lift in MQL volume • Improved sales efficiency by surfacing qualified opportunities "Now, we are sending more leads through Conversica to help identify the ones with the most potential – which has helped us find two million pounds in pipeline we otherwise may not have identified!" David Da Silva Global Director of Marketing Operations, NewVoiceMedia Technology Case Study

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