Proactive Engagement—Omni-channel customer engagement success stories

Accelerating the mortgage sales cycle

How a top mortgage lender used "fast and first" proactive engagement technology to turn shoppers into buyers

Company profile

When selling mortgages, speed matters. The first lender to reach a lead typically closes the deal. In fact, 78 percent of buyers close with the first company that contacts them. Citi Mortgage used this “fast and first” approach to create a lead response strategy that accelerated interaction with potential buyers, resulting in a surge in lead‑to‑sales conversion.

Download success story View all success stories

Citi uses Nuance Proactive Engagement

Our conversion rate off this first attempt has been phenomenal. Now, we’re wowing our customers on a daily basis, thousands of times a month.

Marcus Bontrager
SVP Director of Customer Service
Citi Motrgage


  • Generate more closed loans by shortening the response time to web loads and responding to potential customers first.



  • Reached 80% of prospects within minutes of completing the online application
  • Reduced average response time from 38 minutes to 3 minutes
  • Doubled the conversion rate of first time attempts
  • Higher agent utilization saved labor costs


Learn how Nuance can help
differentiate your business with omni‑channel customer engagement solutions powered by AI.