Case Study: Teleflora increases calls handled by 64% and saves $120K annually with NICE Systems' CXone

Teleflora’s business blooms with NICE inContact CXone

Teleflora, an 81‑year‑old floral wire service connecting customers to over 33,000 member florists worldwide, ran multiple contact centers across the U.S., Canada, Australia and the Philippines but was constrained by a 16‑year‑old on‑premises PBX and five disparate contact‑center systems. The legacy setup was costly, inflexible, required redundant carriers, and couldn’t scale for massive holiday spikes, causing blocked calls, complex staffing and manual scheduling headaches.

Teleflora migrated to the NICE CXone unified cloud platform—implementing omnichannel routing (phone, email, chat), workforce management, reporting and an integrated softphone—centralizing channels and schedules. The move produced a 64% increase in calls handled, about $120,000 in annual PBX savings, pay‑as‑you‑go scalability, consolidation of five systems into one, reduced staffing and operational complexity, and improved call quality and reporting.

Teleflora

Jeff Griffith

Director, Telco and IT Services