Case Study: HouseValues achieves significant productivity gains with VPI’s Activ! Intelligence performance management software

Market Leader Increases Productivity with VPI Performance

Market Leader, HouseValues, needed a faster way to produce timely, comprehensive call center reports and calculate incentive earnings without relying on manual spreadsheets and disconnected systems. Its large telephone-driven operation was being slowed by limited reporting visibility, especially across its existing Avaya CMS and other data sources.

VPI implemented Activ! Intelligence, giving HouseValues real-time dashboards, consolidated reports, scorecards, and internal messaging so agents and managers could track performance and self-manage more effectively. The pilot cut manual reporting work and improved call center effectiveness, saving hours each month across reporting tasks, reducing abandoned calls by 50%, and helping management conclude the solution could add 3% to annual revenue.

Market Leader

Bruce Allison

Call Center Operations Manager