Case Study: Verizon achieves real-time, location-based customer service optimization during COVID-19 with Tableau Software

Verizon uses Tableau COVID-19 Data Hub to amplify dashboards that enhance customer service during the pandemic

Verizon, a major telecommunications provider, faced a sudden surge in customer demand when COVID-19 hit—calls doubled in peak periods, call lengths and text traffic spiked, VPN and gaming use rose, and maintaining service quality while protecting employees became critical. The company needed fast, location-aware insights to prioritize resources across call centers, digital channels and field technicians.

Verizon adapted its Tableau dashboards—blending internal operations with public COVID data via the Tableau COVID‑19 Data Hub web connector—to produce heat maps, anomaly detection and zip/city‑level call‑pressure views. These near‑real‑time analytics let teams reroute resources, identify geographic service hotspots, and retrain over 20,000 staff to work from home, helping Verizon sustain network performance, improve response times and make more informed operational decisions during the pandemic.

Verizon

Sid Dayama

Senior Manager of Data Analytics