A major European telecom provider aimed to boost sales from its 40,000 monthly inbound calls and online traffic. Conduent introduced proactive and reactive chat triggers, increasing site traffic fivefold and optimizing customer engagement. Chat agents proved highly effective, closing 58 percent more sales than call agents while being only slightly more occupied. With an average response rate of nine seconds, agents handled 70 percent more chats per hour than calls, significantly improving sales per hour. Overall, the initiative drove a 53 percent increase in sales and enhanced efficiency in customer interactions.

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