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.

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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


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