Frontier Communications is a telecom provider that focuses on servicing customers in need of broadband in rural markets outside metropolitan areas. Phone calls play an important role in the customer journey, as Frontier Communications customers primarily call to place their orders.

Chad Ryan, Senior Manager of Customer Experience and Analytics at Frontier Communications, explains how voice analytics has become a powerful tool for the company. “Prior to using Invoca, we weren’t really able to understand calls to conversions. With speech analytics, we’re actually able to get to a point where we can say, ‘This call led to this conversion,’ which has been huge for our marketing teams.”

Frontier Communications uses Invoca to get the granular level of data they need to understand when and where people call, and what happens on those calls. With this new level of insights, Frontier Communication can accurately measure how many calls led to particular sales and make smarter marketing decisions.

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Andrea Mueller

Posted by Andrea Mueller

Andrea Mueller is the public relations manager at Invoca. She has 10+ years of experience and has held positions at Edelman, Trend Micro, McGrath/Power and even interned for Governor Schwarzenegger one summer. Andrea earned her B.S. in Communications and Geography at Syracuse University. She loves racing triathlons, the outdoors, national parks and traveling.