Case Study: Vivint achieves $971K+ annual savings and major billing-call reductions with NICE Systems

Vivint - Customer Case Study

Vivint is a home automation company that provides security, energy management, smart locks and video surveillance, supported by two customer care centers in Provo, UT and St. Paul, MN with roughly 1,000 agents handling 5,000–10,000 calls per day seasonally. The company faced excessive billing-related calls (costing about $1.3M annually), long hold times, poor first-call resolution and many repeat contacts driven by confusing invoices and process errors.

Vivint implemented NICE Interaction Analytics and NICE Quality Optimizer and formed an analytics team to identify root causes — double-billing, unrecorded credits, lack of itemized billing, late invoices and poorly explained trip fees — then fixed billing processes, added online itemized statements, adjusted due dates and retrained/held agents accountable. The effort reduced billing queries by 25%, account-balance calls by 60% and payment calls by 25%, cut average handle time by 8–65 seconds and delivered roughly $971K in annual savings.

Vivint

Tim Izatt

Director of Customer Services, Vivint