Case Study: Angi drives $1M+ in annual cost savings with Playvox by NiCE
Key results
The challenge
Angi ran its contact center through multiple BPO partners and had virtually no real-time visibility into whether agents were maximizing productivity. The result was long handle times, low agent occupancy, and missed SLAs.
The solution
Angi deployed Playvox by NiCE Workforce Management alongside Zendesk to gain real-time visibility into productivity metrics such as occupancy and tickets per hour, and to automate demand forecasting.
“Playvox by NiCE has been crucial to Angi being able to take back control of our agent operations.”
RLRob LajeunesseDirector of CX Strategy and Operations, Angi
The results, in context
Angi reported an annual impact of over $1M in BPO productivity gains and cost efficiencies, including $213,120 saved in the first four months. Agent occupancy rose from 43% to 80%, touches per hour improved from 2.5 to 5.5, and SLA attainment climbed from 70% to 90%.