Case Study: Angi achieves major cost savings and doubles agent productivity with Playvox Workforce Management

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

Angi (NASDAQ: ANGI), a leading home-services marketplace with over 25 years of experience, a network of 200,000+ pros and more than 150 million served, struggled to gain insight into agent productivity across its 800+ agents. Reliant on BPO partners with little accountability, Angi faced soaring staffing costs, inconsistent customer experiences, long handle times and missed SLAs — and engaged Playvox (Playvox Workforce Management by NICE) to address these challenges.

Playvox implemented Playvox Workforce Management with automated forecasting, scheduling and real-time visibility, driving measurable improvements: the share of agents handling a minimum of five tickets per hour rose from 20% to 60%, occupancy improved from 43% to 80%, touches per hour increased from 2.5 to 5.5, and SLAs climbed from 70% to 90%. Playvox’s automated demand forecasting cut costs by 30% per FTE, delivered $213,120 in savings in the first four months, and projects more than $1M in annual savings.

Angi