Case Study: Virginia Department of Health boosts COVID-19 vaccination rates with Verizon Business contact center solutions

Department of Health leverages contact center solutions to vaccinate Virginia

The Virginia Department of Health worked with Verizon Business to address a major COVID-19 vaccination challenge in the Commonwealth of Virginia. With no centralized way for residents to get vaccination information and rapidly changing policies creating confusion, the department needed a scalable contact center solution to support public inquiries and appointment scheduling.

Verizon Business deployed a Virtual Contact Center with IVR, voice callbacks, SMS, email, and multi-channel routing, bringing the vaccine contact center online in just seven days. The solution scaled from an initial request for 50 agents to 1,000 agents within 24 hours, handled 10,000 simultaneous calls across 35 regional health districts, and supported 82,000 outbound calls for appointment scheduling, helping Virginia improve from 50th to fourth nationally in vaccination rates.

Virginia Department of Health

Suresh Soundararajan

Chief Information Officer