The Client is a US-based AI technology company specialising in contact centre intelligence. Their platform enables real-time agent coaching, call quality assurance, sentiment analysis, and compliance monitoring, powered by conversational AI. They serve enterprise-level organisations in finance, telecom, insurance, and retail.
\n\n\n\nThe Client\u2019s internal sales team had successfully established a presence in the tech-forward segment of the contact centre industry, but was struggling to generate traction in more traditional verticals like finance and insurance. Breaking into these highly competitive markets required high-touch outreach, persona-driven messaging, and a scalable lead generation engine.
\n\n\n\nThey partnered with Mercury Labs to expand top-of-funnel activity and drive qualified meetings with decision-makers responsible for customer experience, quality assurance, and digital transformation.
\n\n\n\nTo help the Client refine its marketing efforts and boost its sales pipeline, Mercury Labs deployed a tailored Account-Based Marketing (ABM) program focused on Lead Generation and Appointment Setting.
\n\n\n\nMercury Labs aimed to:
\n\n\n\nThe program unfolded in three main stages:
\n\n\n\nThe Mercury Labs team developed a customised lead nurturing strategy, delivering tailored messages that resonated with different decision-maker groups. Using an AI-powered approach, they created nurture paths that integrated phone, email, web, and LinkedIn interactions within a flexible outreach framework.
\n\n\n\nMercury Labs’s proprietary CRM, Smart Engage, streamlined the coordination of all outreach activities, ensuring the Client stayed updated on the program’s progress and results.
\n\n\n\nWithin six months, Mercury Labs delivered 66 sales-qualified leads and 112 marketing-qualified leads, while generating 341 new social media connections with enterprise CX and contact centre leaders. The program significantly expanded the Client\u2019s reach into enterprise CX teams and helped them build a pipeline of highly engaged accounts across new verticals.
\n","protected":false},"excerpt":{"rendered":"Mercury Labs helped an AI CX platform grow its US enterprise pipeline through a multi-channel outreach program targeting contact centre leaders.
\n","protected":false},"author":1,"featured_media":115038,"parent":3796,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"template-single-case-study.php","meta":{"_acf_changed":false,"footnotes":""},"categories":[901],"tags":[1220],"class_list":["post-115029","page","type-page","status-publish","has-post-thumbnail","hentry","category-case-study","tag-case-study-3"],"acf":{"cb_acf_hero":{"h1_title":"","headline":"","description":"","image":false,"video":"","video_header":false,"cta_link":"","cta_link_hs":"","cta":"BOOK A MEETING"},"has_contact_form":false,"dark_themed_form":false,"has_review_section":false,"leadgen_apac":false,"cb_asset":"https://mercurylabsmarketing.com/external/casestudies/CS_Callbox-Expands-Enterprise-Pipeline-for-AI-Contact-Centre-Platform.pdf","cb_web_property":"MAIN","cb_acf_relational":{"case_study":"","cs_industry_image":false},"cb_acf_testimonial":"","cb_regional_pages":false,"cb_acf_ctas":{"contact_form":"","banner_image":false,"goto_form_button":"BOOK A MEETING"},"cb_acf_post_alt":{"alt_post_title":"","alt_post_image":false,"alt_post_excerpt":"","alt_post_image_url":false},"form_redirect_url":"","cb_banner_announcement":false,"hubspot_form_guid":"6c1dda45-65a3-49f4-9de6-7bc157f6abbb","cs_gated_content":"The Client is a US-based AI technology company specialising in contact centre intelligence. Their platform enables real-time agent coaching, call quality assurance, sentiment analysis, and compliance monitoring, powered by conversational AI. They serve enterprise-level organisations in finance, telecom, insurance, and retail.
\nThe Client\u2019s internal sales team had successfully established a presence in the tech-forward segment of the contact centre industry, but was struggling to generate traction in more traditional verticals like finance and insurance. Breaking into these highly competitive markets required high-touch outreach, persona-driven messaging, and a scalable lead generation engine.
\n","cs_campaign_type":"","cs_campaign_types":[{"value":"0","label":"Lead Generation"},{"value":"1","label":"Appointment Setting"}],"cs_campaign_duration":"6","cs_client_industry":"AI Technology","cs_client_location":"California","cs_client_hq":"United States","cs_client":{"name":"Observe.AI","website":"https://Observe.AI","lob":"AI Technology"},"cs_target_location":"New York, Texas, California, Florida, Illinois","cs_target_industry":"Financial Services, Healthcare, Insurance","cs_target_dm":"Heads of CX, QA Directors, CCOs, VP of Digital Transformation","cs_results":[{"label":"Financial Services, Healthcare, Insurance","value":"66"},{"label":"Marketing Qualified Leads","value":"112"},{"label":"Social Media Connections","value":"341"}],"cs_highlights":[{"highlight":"Successfully executed a 6-month lead generation and appointment setting program focused on the US contact centre market."},{"highlight":"Increased brand awareness and engagement through multiple channels."},{"highlight":"Enabled the Client to build valuable connections with key decision-makers, enhancing their sales outreach and marketing effectiveness."}],"cs_challenge":{"cs_challenge_category":["Pipeline Growth","Market Expansion","Improved Targeting"],"cs_challenge_category_long":"The Client\u2019s internal sales team had successfully established a presence in the tech-forward segment of the contact centre industry, but was struggling to generate traction in more traditional verticals like finance and insurance. Breaking into these highly competitive markets required high-touch outreach, persona-driven messaging, and a scalable lead generation engine.\r\nThey partnered with Mercury Labs to expand top-of-funnel activity and drive qualified meetings with decision-makers responsible for customer experience, quality assurance, and digital transformation."},"cs_video":false,"cs_video_embed_code":"","cs_video_embed_code_square":"","cs_keywords":"","result1_label":"","result1_value":"","result2_label":"","result2_value":"","result3_label":"","result3_value":"","faq_header_title":"","faq_header_desc":"","page_faqs":false},"featured_image_src":"https://mercurylabsmarketing.com/__callbox_upstream/cms/wp-content/uploads/2025/08/AI-CX-Momentum-with-Callbox.webp","yoast_head":"\n