Dover Food Retail expands internationally and centralizes all contact center locations on CXone

Overview

Dover Food Retail had ambitions to expand its operations overseas, but there was a roadblock in the way: Its contact centers all used different systems. To enter international markets, it needed a centralized cloud contact center platform that all locations could use.

Dover Food Retail has made great strides with CXone; it successfully expanded internationally and all of its contact centers in the U.S. and Philippines use CXone. It now has real-time visibility into each contact center’s performance while boosting customer satisfaction and improving important metrics, such as reducing abandonment by 70%.