Case Study: Dover Food Retail achieves 70% reduction in call abandonment with NICE Systems' CXone

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

Dover Food Retail, a leading manufacturer of retail and industrial refrigeration equipment, operates 64 agents handling about 3,600 calls monthly across the U.S. and the Philippines. As the company expanded internationally, its contact centers used multiple, incompatible systems (Tasks, Avaya, others), leaving Dover without centralized reporting, workforce management or quality controls—resulting in poor schedule adherence, call transfers and inconsistent customer experiences.

Dover selected the NICE CXone cloud platform—deploying workforce, quality and performance management plus omnichannel routing and recording—to centralize operations. The solution unified all contact centers, improved schedule adherence and call quality, increased visibility into key metrics, and cut abandonment by 70%, driving higher customer satisfaction and measurable ROI.

Dover

Polly Wolstenholme

Manager of Customer Experience and Quality Assurance