Inbounds.com leverages technology to drive large-scale consumer acquisition for major clients in the legal, insurance, and financial sectors. By seamlessly integrating Retell AI’s voice agents into their operations, Inbounds.com has scaled and optimized its call campaigns without sacrificing the human oversight essential to its customers' success.
Inbounds.com is a performance marketing agency that delivers quality leads at scale to clients in service-based industries. Their platform channels high volumes of consumers directly to clients for conversion, driving measurable and impactful results on a cost-per-lead or cost-per-action basis.
As a full-service digital agency, Inbounds.com builds multi-channel marketing campaigns tailored to each client and optimized in real-time to meet evolving needs. Operating its call programs through traditional call centers provided a high level of service, although scaling these programs created logistical challenges.
For CEO and Cofounder Leonardo Danconia, maintaining call campaign quality through human oversight was essential. “We're dealing with services and businesses that have a lot of nuance,” he explained. “What we're selling is sometimes very high-ticket, so we can't be wrong. We can't leave it up to chance—we really need that human oversight.”
The team had experimented with early versions of voice AI to augment call center performance, but these solutions lacked the necessary flexibility and reliability. To scale and optimize their call program, inbounds.com needed to address four key challenges:
Managing high-ticket call programs through traditional call centers gave Inbounds.com access to high-quality service but scaling these programs was logistically complicated. Beyond the necessary capital investment came the logistical challenges of hiring and managing specialized agents. Training new agents took about 2.5 weeks.
Effectively managing communication outside regular business hours is a delicate challenge: it’s often the best time to reach potential leads and the hardest time to find staff. Inbounds.com needed to engage customers at the right moment without causing any late-night disruptions, ensuring out-of-hours outreach was handled thoughtfully and efficiently.
Lead gen marketing is a data-driven business: data needs to be passed between sources without a hitch. “That's the biggest issue with contact centers,” Danconia explained. “Do they have enough data? Are there currently enough people on board to take that data? There's always an inefficiency there. You can never manage that perfectly.”
While voice AI promised to help inbounds.com scale-up their call program, they struggled to find a platform that offered adequate flexibility to seamlessly integrate with their existing lead gen pipe list. Previous tests with AI voice agents also suffered from unacceptable response times, disrupting the natural flow of conversations and diminishing the consumer experience.
Using Retell AI, inbounds.com were able to seamlessly integrate AI voice agents into their inbound and outbound call workflows. Retell’s natural-sounding phone agents and powerful technology offered inbounds.com the flexibility to quickly optimize existing funnels for individual user behavior. As CTO Marius Furcic told us: “With Retell, we can do exactly what we want.”
With Retell AI, Inbounds.com can quickly launch new call campaigns, with specialized agent training taking as little as seven days. This flexibility allows them to meet shifting market demands without overburdening staff or disrupting core call center operations.
“With Retell, we can scale up this channel without having to linearly scale up our call center. Retell essentially acts as an augment to our existing contact center.” - CEO and Cofounder Leonardo Danconia
Inbounds.com enhances campaign efficiency by reaching prospects during off-hours, when they’re more likely to respond. With seamless text integration, Retell AI can first send a message to confirm if it’s a good time to talk, then automatically follow up with a call if the person agrees.
“The ability to have the multi-step agent is super critical for building sophisticated work flows.” - CTO Marius Furcic
Inbounds.com collects and leverages data through seamless integration with their analytics platform. Their custom-built self-serve dashboard provides real-time statistics, allowing the team to monitor campaigns and coordinate efforts efficiently alongside Retell.
“We can ask about a date or about a description, grab any of those values from the agent, and pass that data or those params to our backend.” - CTO Marius Furcic
Inbounds.com implemented Retell AI as the first point of contact for inbound calls, acting as a frontline defense against scammers and freeing up human agents to focus on higher-value interactions. For outbound campaigns, Retell efficiently qualifies leads, ensuring smoother handoffs to human agents. Thanks to Retell’s naturalistic voice agents, call success rates have increased by 25%.
“We were able to play with interaction configurations, like how easily an agent can be interrupted. That was very helpful in making calls more natural.” - CTO Marius Furcic
With Retell AI, Inbounds.com connects with customers at the right moment and with the right message, accelerating the growth and profitability of its call campaigns.
Profitability per lead: 3x
Call success rate compared to human agents: +25%
Faster campaign deployment: +72% (and counting!)
“Our early adoption of Retell AI, combined with our ability to deeply customize it and build our own infrastructure around it, really gives us an edge in the industry.” -Leonardo Danconia, CEO and Cofounder, inbounds.com