Case Study: Wine Country Gift Baskets slashes telecom costs 98% and boosts customer and agent satisfaction with NICE Systems (CXone)

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

Wine Country Gift Baskets, a 30‑year maker of premium food and wine gift baskets, faces extreme seasonality—its contact center expands from 30 to 700 agents each holiday season to handle roughly 460,000 phone, email and chat interactions annually. The company’s aging PBX and a patchwork of on‑premises contact center tools made cross‑training difficult, drove up telecom and hardware costs, and created reporting and quality‑management inefficiencies.

The company moved to the cloud with NICE CXone—consolidating omnichannel routing, workforce and quality management, reporting and analytics, plus email and chat—enabling rapid scaling, work‑from‑home continuity and simpler agent training. Results included a 98% drop in telecom costs, 75% faster report creation, a 70% reduction in seasonal quality‑management staff, 20% faster training, a 10% seasonal headcount reduction, more than a 10% quarterly budget decrease, higher agent satisfaction and significantly lower cost per call.

Wine Country Gift Baskets

Andy Bocko

Director of Enterprise Technology