Case Study: Realtor.com achieves 100% call insight and faster, objective quality evaluations with NICE Systems' Interaction Analytics

Realtor.com Opens More Doors with NICE Interaction Analytics

Realtor.com, a leading U.S. real estate site, faced limited visibility into contact-center interactions: reviews were manual, inconsistent, siloed and covered fewer than 5% of calls, making it hard to measure soft skills, coach agents, or scale insights across the business. Leadership wanted objective sentiment analysis, end-to-end call visibility, faster quality evaluations, and clearer coaching that drove revenue.

By deploying NICE Interaction Analytics, Enlighten AI and Value Realization Services, Realtor.com automated analysis and scoring for 100% of calls, created a centralized Voice Intelligence function, and introduced auto-suggested evaluation fields. The change cut quality evaluation time from 25 to 5 minutes, delivered 100% compliance review coverage, yielded a 4% AHT reduction, a 46% lift in average sentiment, higher caller retention, and 95% accuracy on auto-suggestions—freeing quality teams to focus on revenue-driving behaviors.

Realtor.com

Brent Albarado

Director of Voice Intelligence