Client Industry: Contact Center Software & Cloud Communications
This long-term client is a public, multinational contact center software and cloud communications provider with more than 2,500 employees and over $1.2B in annual revenue. The company delivers cloud-based contact center and voice communications platforms to organizations ranging from mid-market firms to large enterprises.
Operating in a highly competitive market, the company serves the same U.S. CX, IT, and operations decision makers that BPO and contact center service providers target today. Success depended not on awareness, but on consistently engaging buyers with real operational intent evaluating contact center solutions at scale.
The Challenge
While demand for cloud contact center solutions was strong, competition for buyer attention was intense. The client needed a more efficient way to build high-value sales pipeline, not just increase lead volume. Smaller deals closed faster but did not justify overall marketing spend, and moving up-market required deeper access to senior CX and IT stakeholders within larger organizations.
Reaching those buyers could not rely on product-led growth alone. Meaningful evaluation required live dialogue with decision makers actively assessing contact center modernization something traditional digital programs struggled to deliver consistently.
Our Approach
InsideUp applied an AI-driven demand activation strategy designed to identify and engage contact center decision makers already in evaluation mode.
Using a combination of high-quality data, enrichment, and predictive AI, InsideUp identified the accounts and individuals most likely to be reassessing contact center platforms. Educational content was used to frame operational priorities such as scalability, reliability, and agent experience before direct engagement occurred.
Generative AI was applied to personalize outreach and messaging based on buyer context, ensuring conversations were relevant and consultative rather than product-centric. InsideUp’s experienced engagement team then validated interest through live conversations, capturing detailed qualification insights and delivering sales-ready opportunities aligned to enterprise buying cycles.
This same methodology is now applied to help BPOs reach the identical buyer profiles when selling outsourced contact center services.
The Results
Over a ten-year engagement, InsideUp delivered more than 125,000 qualified prospects, achieving an average 76% connect rate and 12% prospect-to-opportunity conversion. The program consistently generated an average of $27M in annual sales pipeline, exceeding the client’s target of a 7× return on marketing spend.
More importantly, the pipeline reflected larger-scope, mid-market enterprise contact center opportunities, not transactional deals demonstrating InsideUp’s ability to build high-value, decision-ready pipeline with the same U.S. buyers BPOs depend on for scalable growth.
