Case Study: Homeward Residential reduces costs and improves productivity with Alvaria (Aspect Unified IP and Workforce Management)

Mortgage service company significantly reduces costs and improves productivity using Aspect’s unified platform

Homeward Residential, a major U.S. mortgage servicer with operations in the U.S., Mexico and India and nearly 1,000 global agents, struggled with limited visibility and ineffective reporting because its contact center ran on multiple disparate systems (Avaya ACD, Cisco CTI, Intervoice IVR and an Aspect Unison dialer). This fragmented environment made inbound tracking difficult, produced inconsistent reports, complicated troubleshooting and drove higher licensing and contract overhead.

After an RFP, Homeward implemented Aspect Unified IP with Advanced List Management and Aspect Workforce Management to enable blended inbound/outbound handling, automated list processes and accurate WFM forecasting. The change reduced agent idle time by 30% (47 to 34 hours), increased right‑party connects by over 50% (132,546 to 203,506), cut average speed of answer from 29s to 9s, lowered abandon rates to ~1% and reduced wrap time from 40% to 15%, while decreasing telephony costs and overall agent headcount.

Homeward Residential

Richard Volel

Vice President, Contact Management