Case Study: Bridgevine achieves 46% lower cost per call and 80% higher Net Promoter Score with NICE Systems (CXone)

Bridgevine Increases Efficiencies and Motivates Agents with CXone

Bridgevine, which sells consumer subscription home services and handles about 300,000 calls monthly across four global contact centers, struggled with a legacy premises-based phone system that left each site operating as a silo. The lack of overflow routing, real-time visibility, and unified reporting made it difficult to verify performance, give timely feedback to agents, and ensure disaster recovery—especially since three centers are in hurricane-prone areas.

By consolidating all locations onto NICE inContact CXone, Bridgevine gained real-time performance management, omnichannel routing, and resilient call routing. The company right-sized staffing and started routing calls to top performers, driving a 46% reduction in cost per call (from $8 to $5), a 40% increase in net revenue per call, a 25% drop in cost per acquisition, and an 80% improvement in Net Promoter Score, while also ensuring seamless failover during outages.

Bridgevine

Jonathan Fowler

Senior Technology Manager