Case Study: Freedom Mortgage achieves 11% productivity gains and a unified command-center with NICE Systems

Freedom Mortgage gains with integrated solution

Freedom Mortgage, a family‑founded non‑bank mortgage lender and the #1 FHA originator in the U.S., operates a large, blended sales-driven contact center of 3,250 agents handling 180,000 calls per month. When agents shifted to work‑from‑home during COVID, the company lost line‑of‑sight into desktop activity and adherence and faced inconsistent metrics across systems, creating a need for centralized visibility, automation and improved agent performance tracking.

Freedom implemented NICE solutions—Performance Management, Desktop Analytics, Workforce Management, Employee Engagement Manager and Value Realization Services—to form the “heartbeat and brains” of a centralized command center. The integrated platform consolidated 30+ manual reports into 10 dashboards, automated reporting and schedule exceptions, saved two hours per day in manual work, delivered an 11% productivity gain in three months, raised phone adherence to 90% (up 3%), cut non‑additive roles by 46% in one group and generated six‑figure annual savings.

Freedom Mortgage

Thomas Gallo

VP, Centralized Operations