Case Study: 1-800-Flowers.com achieves higher agent productivity and increased conversions with VPI's Activ! Performance Suite

1-800-Flowers - Customer Case Study

1-800-Flowers, a national gift retailer with up to 2,000 agents across nine sites, faced fragmented, end-of-day performance reporting and needed real-time scheduling, monitoring and training tools. The company turned to VPI and its Activ! Performance Suite (including Activ! Intelligence and Activ! Coaching) to provide unified, on-screen dashboards and consolidated reporting for agents, managers and executives.

VPI implemented Activ! to merge data from Avaya, Pipkins, Voice Print and the internal CRM into real-time dashboards, messaging and agent-centric eLearning delivered to desktops. The deployment produced measurable gains: an average of five additional transactions per agent per day, 1–3% increases in conversion and upsell, improved worktime utilization and reduced FTE requirements across the nine-site operation.

1-800-Flowers

Lou Orsi

Director of Vendor Relations and Strategic Projects