Case Study: Viasat boosts call conversion and reduces unqualified calls with Invoca

Viasat boosts handled call conversion 74% with Invoca

Viasat, a leading global satellite broadband provider, faced significant challenges after shifting its marketing to digital channels. They lacked visibility into which campaigns drove phone sales and were overwhelmed by unqualified call volume during the COVID-19 pandemic, which clogged call centers and hurt customer experience. To address this, they turned to the conversation intelligence platform from Invoca.

By implementing Invoca, Viasat integrated its marketing stack to gain a complete view of the customer journey. The solution included using Invoca's AI and call routing to prioritize qualified leads and deflect unserviceable callers, while tracking conversions from impression to sale. This allowed Viasat to optimize ad spend and improve targeting. The results included a 74% increase in handled call conversion rate and a reduction of 452 handled call hours per week, equivalent to saving 11 full-time agents.

Viasat