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Case Study Wine Country Gift Baskets Boosts CX, Business Continuity with CXone

With CXone, Wine Country Gift Baskets Dramatically Reduces Costs While Boosting Customer and Employee Satisfaction

Operating a seasonally surging contact center was increasingly costly and inefficient for Wine Country Gift Baskets—that is, until all its functions were consolidated on the unified CXone cloud platform. The company also benefited unexpectedly from business continuity when the 2020 Coronavirus pandemic struck: CXone’s capabilities enabled the contact center workforce to move quickly and seamlessly to working from home.

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As the coronavirus pandemic unfolds, “most of us are working at home now,” said Jeff Fawcett, Call Center and Training Manager. “Thank goodness we have NICE inContact right now or we wouldn’t be able to have people at home.”