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A leading financial services provider reduced sales script update cycles from weeks to hours and eliminated compliance gaps by guiding telesales reps and support agents with Zingtree’s dynamic, state-specific workflows.

Challenge: Time-to-market bottlenecks

For both telesales reps and support agents, outdated scripting tools created not just delays but critical regulatory compliance risk.

Every workflow change was dependent on IT and required manual coding. Updates that agents needed immediately could take two weeks to a month to go live.

This created multiple problems:

• Telesales teams couldn’t adjust pitches or disclosures fast enough
• Support agents had to juggle disclaimers and policies across disconnected subsystems
• Regulatory risk loomed, with sensitive customer data (PII/PHI) handled outside of structured workflows
• IT bottlenecks left urgent fixes stuck in the backlog
  

“Part of sales is constantly evolving. The market changes, the products change, regulations shift. If you can’t respond in real time, you fall behind and you risk being out of compliance.” — Zebyalin Jennings, CIO, eFinancial 

Implementation: Phased rollout with strong adoption

The eFinancial team partnered with Zingtree’s onboarding experts to move fast and build confidence.

• Phase 1: Initial telesales flows tested in CCaaS 
• Phase 2: Expanded into agent support flows, embedding disclaimers and compliance logic
• Phase 3: Advanced integrations with CRM and lead databases, ensuring data persistence and secure handling of PII/PHI

eFinancial onboarded 300 agents onto Zingtree, streamlining both training and day-to-day guidance.

“It was a very successful project for us. We mapped integrations quickly, went live in phases, and Zingtree’s response time was excellent whenever we hit an issue.” — Zebyalin Jennings

Solution: Compliance-first workflows for Sales and Support

eFinancial selected Zingtree to transform both outbound telesales scripting and support agent guidance into dynamic, compliance-ready workflows.

Key reasons for choosing Zingtree:

• Streamlined integration: Embedded directly into sales and support desktops via CCaaS and homegrown CRM
• Compliance-first scripting: Automatically routes agents through correct state- and product-specific disclaimers
• Data governance: Sensitive data handled with guardrails, ensuring privacy, auditability, and alignment with regulatory checks
• Business-led ownership: Ops teams now own workflows directly, eliminating IT bottlenecks

Agents now have step-by-step guided flows that:

• Surface state-specific disclosures automatically
• Dynamically adjust based on product, customer, or geography
• Eliminate manual lookups across subsystems 

“Instead of agents stopping to look up state-specific disclaimers, Zingtree detects the customer’s state and automatically routes them through the right flow. Compliance isn’t bolted on—it’s built in.” — Zebyalin Jennings

Results: Agility + accuracy at scale

With Zingtree, both sales and support teams now operate faster, with compliance embedded directly into their workflows.

• Cut update cycles from weeks to hours: Ops teams can now publish changes directly.
• Eliminated IT bottlenecks: Freeing developers for high-value projects
• Improved compliance: Workflows dynamically adapt based on state and product rules
• Streamlined agent experience: Agents follow one guided flow instead of juggling multiple subsystems
• Shortened onboarding cycles: New agents ramp up faster with guided workflows, reducing training time and reliance on static documents

“Before Zingtree, even small updates took days or weeks. Now, the business can make those changes immediately, with confidence that compliance is baked in.” — Zebyalin Jennings

Looking ahead

eFinancial views Zingtree as its logic and compliance backbone for both telesales and support teams.

Next steps include:

• Extending Zingtree into customer-facing flows, so members can self-serve directly.
• Deploying Knowledge Assist to layer generative AI on top of internal knowledge, within business-defined guardrails.
• Supporting phone-to-web journeys, letting customers transition seamlessly from live agent to digital channels.
• Leveraging CX Actions and AI features to automate routine lookups, documentation, and case handling.

“As we grow, we expect Zingtree to integrate even more deeply. The data our agents capture in Zingtree will be the same data downstream teams see. That consistency is what makes AI reliable.” — Zebyalin Jennings