Case Study: Angi achieves 30% cost savings, doubled touches/hour and 90% SLA compliance with NICE Systems' Playvox Workforce Management

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

Angi (NASDAQ: ANGI) is a leading home services marketplace with 25+ years of experience, over 200,000 pros and more than 150 million customers served. With 800+ agents across global locations and reliance on BPO partners, Angi lacked visibility into agent productivity and BPO accountability, leading to soaring staffing costs, inconsistent customer experiences, long handle times and missed SLAs.

By deploying Playvox Workforce Management — using automated forecasting, scheduling and real-time visibility — Angi sharply improved performance and cut costs: agents handling at least five tickets per hour rose from 20% to 60%, occupancy jumped from 43% to 80%, touches per hour increased from 2.5 to 5.5, and SLA attainment climbed from 70% to 90%. Automated forecasting saved 30% in cost per FTE, yielded $213,120 in savings in the first four months and projects over $1M in annual savings.

Angi