Case Study: Angi

Angi Boosts Efficiency with Playvox

Angi boosts efficiency and saves over $1M per year with automated forecasting, scheduling, and real-time visibility.

View story

FROM 43% TO 80% Agent occupancy increase

FROM 2.5 TO 5.5 Touches per hour improvement

Customer Story

CUSTOMER PROFILE
CHALLENGES
SOLUTION
RESULTS
What can NICE do for you?
VIEW A DEMO

CUSTOMER PROFILE

ABOUT

Angi, (NASDAQ: ANGI) is your home for everything home—a comprehensive solution for all your home needs. With over 25 years of experience and a network of over 200,000 pros, we have helped more than 150 million people with their home needs. With over 800 agents in different locations across the globe, Angi struggled to gain insight into agent productivity. Angi relies on Business Process Outsourcing Company (BPO) to maintain staff to support the Angi customers. There was no accountability for the BPOs to ensure costs were maintained, and operations were running efficiently. This left Angi with soaring staffing costs, varying customer experiences, and high costs per completed job.

INDUSTRY

Technology

LOCATION

ESTIMATED AGENT COUNT

800+ agents

WEBSITE

www.angi.com

CHALLENGES

No insight into agent productivity
Little accountability for BPOs to maintain costs, and run operations efficiently
Issues with low productivity, which resulted in long handle times, and missed SLAs

SOLUTION

Playvox Workforce Management, leveraging automated forecasting, scheduling, and real-time visibility.

RESULTS

Percent of agents working minimum of 5 tickets per hour grew from 20% to 60%
Automated demand forecasting saved Angi 30% in costs, per full-time employee

Download PDF version

Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.