CXone Cloud Contact Center Platform Helps Teleflora Bloom

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Overview

After decades of connecting consumers with florists for fresh flowers, Teleflora had a disconnect. While its globally recognized name stood for easy ordering and great service, its technology said something different. Customer service was lagging, and business was being lost! But once Teleflora switched to NICE inContact’s CXone integrated customer experience cloud platform and products, things turned around almost immediately. The company has realized substantial cost savings and is handling 64% more calls—more business for Teleflora and for florists. One consolidated platform and one agent interface has elevated interactions with customers, who are now choosing their channels from options that now include chat, email and self-service. It’s a new day—and everybody’s happy.