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How a Call Center Boosted Closure Efficiency by 30% Using Salesforce and Agentic AI

Client Overview

Client Name: Confidential

Contact Person: Sales & Service Operations Leadership

Industry: Call Center & Customer Support

A high-volume telecall center handling thousands of insurance-related inbound and outbound calls daily wanted to improve how agents handled conversations, objections, and follow-ups. While Salesforce was already part of their ecosystem, agents lacked real-time guidance during live calls, and customer context was often incomplete.

Pivotal Leap implemented a Salesforce-powered call management solution enhanced with Agentic AI, enabling agents to handle conversations more confidently, close faster, and deliver a consistently better customer experience.

Key Results Achieved

30% increase in overall closure efficiency

45% uplift in agent productivity

Higher customer satisfaction and reviews

Real-time visibility into call performance

Challenge / Problem Statement

  • 01

    Agents had no quick access to past call history, forcing customers to repeat information.

  • 02

    Call transcripts were scattered or missing</b., making conversation continuity difficult.

  • 03

    Agents lacked real-time guidance during live calls, reducing confidence and closure rates.

  • 04

    Sales and Service teams operated in silos, creating inconsistent customer experiences.

  • 05

    Poor after-sales interactions began to impact customer satisfaction and Google reviews.

  • 06

    Leadership lacked clear visibility into call quality, objections, and closure performance.

Objectives / Client Priorities

Give agents full customer

Context during live conversations.

Capture and centralize call

Transcripts automatically.

Provide real-time guidance to handle

Objections and next steps.

Improve closure rates without

Increasing call volume

Deliver a consistent experience across

Sales and Service teams.

Gain real-time insights into

Call performance and outcomes.

The Solutions We Brought to the Table

  • Enabled instant customer screen pop-ups in Salesforce

    Agents could immediately view contact details and full interaction history when a call started.

  • Centralized call transcripts and conversation history

    Every call was captured and stored, allowing agents to resume conversations seamlessly.

  • Introduced Agentic AI for live call guidance

    AI listened to conversations and suggested real-time responses based on customer intent.

  • Automated structured call notes creation

    Post-call documentation was generated automatically, reducing manual effort.

  • Unified Sales and Service data inside Salesforce

    All teams worked from the same customer context, improving consistency.

  • Customized workflows for high-volume call handling

    The solution was tailored to insurance after-sales and renewal use cases.

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Implementation Details

Configured Salesforce interaction models for call-centric workflows.
Integrated call transcription services directly into Salesforce records.
Enabled Agentic AI guidance for live call support and objection handling.
Automated call note generation to reduce after-call work.
Built dashboards for call volume, closures, and sentiment tracking.
Deployed a scalable, AI-enabled Salesforce setup aligned with call center growth.

Elevate call center performance with Salesforce and Agentic AI

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Results / Outcome

  • Increased closure efficiency by 30%, improving revenue outcomes.
  • Improved agent productivity by 45%, reducing cognitive load.
  • Eliminated repetitive customer questioning, improving call flow.
  • Boosted customer satisfaction and online reviews through better conversations.
  • Provided leadership with real-time performance insights, enabling smarter decisions.
  • Transformed manual call handling into an AI-assisted experience.

The Power & Impact of Partnership with Pivotal Leap

  • Improved customer experience through seamless call continuity.

  • Boosted closure rates with real-time Agentic AI guidance.

  • Reduced agent workload with automated transcripts and notes.

  • Strengthened brand trust with better after-sales experiences.

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