Many organizations have turned to point solutions to handle multichannel customer service. However, this approach often results in disjointed service operations and inconsistent customer experiences. So how was how CVS/Pharmacy – the nation’s largest retail pharmacy chain – able to meet its customer service objectives?
This case study reveals how a unified contact center platform enabled CVS/Pharmacy to cut implementation spending in half, reduce email response from 24-48 hours to under 1 hour, improve speed-to-answer, and more.
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