Case Study: Idaho Lottery achieves increased revenue and streamlined IVR promotions with Alvaria (Aspect CXP Pro)

Idaho Lottery - Customer Case Study

The Idaho Lottery, whose mission is to deliver entertaining, integrity-driven games that maximize dividends for public schools and state buildings, faced an outdated, labor-intensive IVR system that made second-chance phone entries hard to manage and modify. With many players in remote rural areas and call volumes that spike during promotions, the Lottery needed a budget-friendly, self-service platform with easy back-end control and reporting to improve access and reduce operational costs.

Working with partner IVS, Idaho replaced its legacy system with Aspect CXP Pro, gaining a user-friendly interface that lets staff run more concurrent promotions and make rapid IVR changes in-house. The switch reduced costs, increased phone entry participation from about 8–10% to 10–15%, enabled successful campaigns like “Mega Monday” that boosted ticket sales, and streamlined secure, remote entry retrieval—delivering an on-time, on-budget deployment with measurable revenue and efficiency gains.

Idaho Lottery

Joyce Mason

IT System Administrator