INDUSTRY
Legal Services
USE CASE
Outbound telesales for legal
plans and renewals
ABOUT
This business process outsourcer (BPO) manages high-volume outbound sales programs for a global legal technology leader headquartered in Europe. Agents call prospects and existing customers to sell and renew legal protection plans, where every interaction must balance persuasive selling with strict legal and compliance requirements.
BUSINESS CHALLENGE
As the company’s BPO partner, the global customer experience outsourcer runs outbound campaigns that contact thousands of consumers each day. But conversion rates were inconsistent across agents and campaigns. Some representatives consistently closed more deals than others, and leaders lacked clear insight into which opening lines, offers and objection-handling tactics actually drove success. Agents also had to follow strict legal scripts and disclosures on every call, while supervisors could review only a small fraction of interactions. This created blind spots around script adherence, missed disclosures and the real drivers of poor performance, and coaching often relied on anecdotes rather than consistent data.
The global customer experience outsourcer needed an enterprise-grade AI platform that could systematically analyze outbound calls, highlight the behaviors that lead to successful outcomes, reinforce compliance and coach every agent in real time, without adding headcount or increasing QA burden.
“Working with Uniphore has transformed our outbound sales. Our agents feel more confident on every call, and customers respond to that. We have turned everyday conversations into consistent conversion opportunities.”
Head of Sales Operations
SOLUTION
To address these challenges, the global customer experience outsourcer implemented Uniphore’s Customer Service AI suite, leveraging Conversation Insights Agent (CIA) and Real-time Guidance Agent (RTGA) in an integrated, closed-loop system. CIA analyzes every outbound customer interaction to surface actionable insights, while RTGA delivers real-time guidance during each call. Together, they provide sales agents with a live AI coach grounded in actual conversation data, improving both conversion and consistency.
Conversation Insights Agent acts as the analytical brain. It transcribes and analyzes 100 percent of the company’s outbound calls, identifies winning patterns in phrases, offers and call flows, and highlights the objections that most often derail deals. CIA tracks sentiment and talk-listen balance, auto-scores calls against the company’s QA and compliance scorecards, and populates leader dashboards, showing which scripts, openings and closes consistently correlate with higher conversion.
Real-time Guidance Agent is the in-call assistant. It listens in real time, recognizes intent and objections early and surfaces the right script segment or rebuttal so agents are never left searching for words. RTGA provides on-screen prompts and suggested responses informed by CIA’s insights, including reminders of mandatory legal disclosures, recommended next questions and the most effective closing lines. For new agents, it acts as an AI co-pilot that guides them through their first campaigns and helps them sound like experienced performers much sooner.
CIA and RTGA are connected in a closed-loop coaching and QA model. CIA identifies what top sellers do differently, enabling the outsourcer to translate those findings into RTGA playbooks and prompts. RTGA delivers that guidance live on every call, and the outcomes of those interactions feed back into CIA. Over time, this loop continuously sharpens scripts, guidance, QA rules and training priorities, so performance improves without relying on trial and error.