Case Study: DISH Network achieves 90% schedule adherence and multimillion-dollar savings with Alvaria Workforce

DISH Network Company sees real business results with Aspect solution

DISH Network, a major U.S. pay‑TV provider serving over 13 million customers with 18 contact centers and roughly 10,000 agents, needed a more capable workforce management system to handle multichannel inbound/outbound work, multisite operations and outsourced centers. Their legacy WFM couldn’t forecast peaks, schedule by skill set, or provide the reporting supervisors needed, and schedule adherence hovered around 50%, costing the company significant revenue and operational efficiency.

DISH selected Alvaria Workforce for its scalability, reporting and outbound capabilities and had the solution implemented in under three months. Alvaria enabled accurate forecasting, multiskilled scheduling, ACD integration and agent self‑service; schedule adherence rose to about 90%, yielding millions in annual savings, improved agent satisfaction, and better visibility into phone, web and chat performance.

Dish Network

Rebecca Kuhn

General Manager