Case Study: Frontier Communications increases revenue 50% and cuts cost-per-sale 58% with Invoca call intelligence

Using Call Intelligence to Identify the Most Profitable Customers

Frontier Communications, led by Bryan Flores, AVP for Media and Analytics, faced a fragmented post‑acquisition marketing organization and lacked the data attributes needed to understand why offers converted. With customer acquisition costs high in telecom, the team needed a way to target and retain the highest‑value prospects instead of guessing which campaigns would work.

By adopting Invoca’s custom data fields and enriching calls with Nielsen and journey attributes, Frontier expanded analysis from a few metrics to 100+ attributes and reallocated media to higher‑value segments. The result: 66% higher response rates, 50% revenue growth, a 58% reduction in cost per sale, and $4M in additional revenue without increasing media spend.

Frontier Communications

Bryan Flores

AVP for Media and Analytics