Case Study: Bridgevine achieves real-time contact-center visibility and a 25% reduction in cost-per-acquisition with Clearview Live

Bridgevine Contact Center Embracing Big Dreams

Bridgevine, an omni-channel commerce platform that connects consumers with subscription home-service providers, struggled with manual, slow call center reporting across four centers (U.S., India, Dominican Republic, and Belize) and up to 300,000 calls/month at peak. Teams inside and outside the contact center lacked timely visibility to act on performance data until they discovered Clearview Live’s ClearView performance management solution integrated with NICE inContact.

Clearview Live implemented real-time data aggregation, customizable dashboards and wallboards so agents, supervisors and executives could see sales and operational KPIs instantly. As a result, Bridgevine lowered cost-per-acquisition by roughly 25% over six months, increased net revenue per call by 40% and boosted net promoter score by 80%, while improving agent engagement and giving marketing and operations the visibility to make faster, data-driven decisions.

Bridgevine

Jonathan Fowler

Senior Technology Manager