Case Study: CVS Pharmacy achieves 35–74% contact center performance gains with Alvaria

America’s leading retail pharmacy increases productivity and efficiency in the contact center with Aspect Software

CVS/pharmacy, the retail division of CVS Caremark and operator of more than 7,500 stores, faced rapidly rising contact-center demand as new services and MinuteClinic expansion drove call volumes up more than 30% annually. While Aspect Unified IP already consolidated routing and inbound/outbound operations, CVS needed better visibility into agent performance, automated reporting to replace manual spreadsheets, and stricter outbound dialing controls to meet compliance and customer-experience goals.

CVS deployed Aspect EQ Workforce Management, Performance and Quality Management plus Aspect’s Advanced List Management and Unified IP IVR to automate forecasting, scheduling, coaching and compliant outbound campaigns. Within nine months the contact center saw major gains — 35% faster AHT, 54% better ACW, 67% lower abandonment and a 74% improvement in speed of answer — eliminated manual reporting, unified inbound/outbound reporting, and managed up to 6 million outbound calls in a quarter while reaching 7,000 stores in under two hours.

CVS Pharmacy

Glen Thies

Director