THE HERO Using call intelligence to identify the most profitable customers C ASE STUD Y Results at a Glance Bryan Flores, AVP for Media and Analytics at Frontier Communications This is the story of how a communications service provider got smarter about who was converting and why – knowledge that drove dramatically higher response rates while shrinking customer acquisition costs. 66% improvement in response rates 50% increase in revenue 58% decrease in cost per sale “We could see response and conversion rates, but we didn’t know why the offers worked or didn’t work.”2 | FRONTIER COMMUNICATIONS CASE STUDY THE MISSION: Reduce cost of customer acquisition THE CHALLENGE: Not enough attributes to analyze After Frontier completed its acquisition of Verizon’s wireline business in 20

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