The challenge

Vera’s sales team handled lead conversion manually through outbound calls from the Call Center.

This approach created several inefficiencies:

• Sales agents started conversations without prior context about the customer
• Many leads were unavailable or uninterested when contacted
• Valuable information collected during conversations rarely made it back into the CRM

As a result, sales agents spent a large portion of their time qualifying leads instead of actually selling.

Vera needed a better way to qualify prospects, schedule calls and capture customer insights before the sales conversation even started.

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The solution

Vera deployed Permut’s conversational AI agents to manage the first contact with cold leads.

The agent initiates a natural conversation, gathers context about the customer’s current provider and needs, and schedules a call with the Call Center when the lead shows interest.

Before the call takes place, the sales team automatically receives a summary with the key insights gathered during the conversation.

This allows agents to start the call with the full context already available.

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The agent is able to:

• Contact cold leads
• Understand the customer’s current telecom provider and needs
• Schedule calls with the Call Center automatically
• Send a full conversation summary to the sales team
• Capture insights such as switching motivations and product preferences
• Enrich the CRM automatically with structured customer data

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The impact

Permut enabled Vera to turn conversational outreach into a predictable pipeline generation engine.

In the first campaigns, thousands of cold leads **were contacted achieving a 30% response rate. From those conversations, 1,000+ qualified leads were scheduled for the Call Center.

At the same time, the AI agent captured over 1,800 structured insights about customer needs, motivations and current telecom providers, enriching Vera’s CRM with valuable first-party data.

Sales agents now start every call with clear context about the customer, reducing qualification time and focusing the conversation directly on closing the sale.

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Looking ahead

What started as a lead qualification initiative is evolving into a broader conversational layer across Vera’s customer lifecycle.

Beyond sales conversations, Permut is now helping optimize operational workflows such as mobile network migration processes, with projected significant savings in operational costs.

The long-term goal is to make conversational AI the central layer for Vera’s customer interactions across acquisition, support and retention.