www.NICEinContact.com About Dover Food Retail When retailers need refrigeration units or display cases to store and preserve food, they turn to Dover Food Retail, one of the leading international manufac- turers of retail and industrial refrigeration equipment. Dover Food Retail’s 64 agents handle up to 3,600 calls monthly and are located across the U.S. and in the Philippines. They help customers place orders for parts and answer questions about equipment. The Challenge Three years ago, Dover Food Retail decided to expand its operations overseas. However, there was an obstacle in the way: All of its contact center offices used different contact center systems from various vendors. “Our California office used Tasks, Iowa used Avaya, while Georgia and Richmond, VA, had other systems.

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