Case Study: Best Egg achieves 30% FTE reduction and 33% increase in application usage with LiveVox

How Best Egg’s Move to a Single Platform Helped Unify the Customer Experience

Best Egg, the fintech consumer-lending platform operated by Marlette Funding, faced fragmented telephony after relying on multiple outsourced vendors, each with its own platform and branding. This siloed approach limited Best Egg’s control over the end-to-end customer and agent experience and constrained growth, so they partnered with LiveVox to consolidate telephony onto a single platform.

LiveVox implemented a two‑phase insourcing solution—launching a Best Egg‑branded IVR, intelligent routing and a blended inbound/outbound platform across departments (Apps Servicing, Verifications, Fraud, Loan Servicing)—to centralize call routing, agent skilling and overflow. The LiveVox platform delivered measurable gains: a 30% year‑over‑year reduction in FTE and a 33% increase in application usage, plus a unified customer/agent experience, smoother operations and improved compliance.

Best Egg

Matt Murphy

Director of Workforce Management and Dialing Operations