Gant Travel Improves Contact Center Performance with NICE inContact CXone
July 18 2019 - 6:30AM
Business Wire
NICE inContact CXone enables provider of
corporate travel services to reduce costs, redundancies and
inefficiencies by unifying customer service capabilities
NICE inContact, a NICE (Nasdaq: NICE) business, today
announced that NICE inContact CXone, the world’s #1 cloud customer
experience platform, has enabled corporate travel services provider
Gant Travel to improve contact center CRM integration and optimize
Interactive Voice Response (IVR) capabilities, resulting in lower
average handle time (AHT) and reduced costs. Working alongside NICE
inContact’s team of experts and partners, the Bloomington,
Indiana-based organization eliminated silos at its contact center
and now gives agents the unified, omnichannel capabilities they
need to rapidly respond to customer needs in real-time.
Gant Travel specializes in providing corporate travel services
to mid-size businesses. Prior to working with NICE inContact CXone,
its agents handled customer interactions across a patchwork of
solutions. Lack of cohesion hindered their ability to create deeply
personalized, engaging customer experiences due to a disjointed
flow of information between systems. Furthermore, Gant Travel’s IVR
functionality was rife with redundancies – routing and rerouting
customers to duplicate menus compounded customer frustration.
By turning to NICE inContact CXone, Gant Travel was able to
unify their disparate contact center solutions onto a single cloud
customer experience platform. NICE inContact and Gant Travel worked
together to develop a custom dashboard for agents to service
interactions and access customer profiles. This included deeper CRM
integration to ensure relevant information is automatically pulled
and delivered to agents before they answer a call.
Since implementing NICE inContact CXone, Gant has achieved the
following business outcomes and improvements to its contact center
performance:
- Reduced telephone costs by 7 percent
- Reduced AHT by 5 percent, by automating CRM
functions
- Reduced queue wait times by 46 percent, by eliminating
extraneous and redundant IVR functionality
- Increased quality scores for voice and email to 93
percent
“Being in the business of facilitating travel, our success
hinges on our ability to ensure that client trips are seamless,”
said Jim Conner, Director of Operations at Gant Travel. “When an
issue arises, every second we’re not spending getting things back
on track is a missed opportunity, which is why ensuring an
optimally efficient contact center is so critical. NICE inContact
helped us solve for our major problem areas, improving both the
agent and customer experiences. In fact, since implementing NICE
inContact CXone we’ve seen our quality scores for phone and email
rise to 93 percent. The numbers speak for themselves.”
“What we’ve seen with Gant Travel is a full embrace of the power
of modern customer experiences,” said Paul Jarman, CEO of NICE
inContact. “It’s not surprising that Gant was recently named Rookie
of the Year for the 2019 NICE inContact CX Excellence Awards. As
they build upon these successes, they are laying the foundation for
comprehensive analytics, proactive routing, action and insight. The
more any business can learn from its customers, the more it is able
to be a resource and true partner and win customers for life.”
To learn more about NICE CXone, visit our website here.
About Gant Travel At Gant Travel, world-class people and
technology work seamlessly together with one common goal: to become
the best TMC on the planet for the Concur user. Gant pioneered the
Concur-centric travel support now mimicked by dozens of competitors
in the marketplace, but they have all failed to copy the innovative
service culture and platform investments that continue to drive
Gant to new levels of speed and customer experience. Gant
specializes in facilitating corporate and group travel and
providing expert customer support combined with cutting-edge
technologies to ensure the best in service, savings, and
productivity. www.ganttravel.com
About NICE inContact NICE inContact is the cloud contact
center software leader with the world’s #1 cloud customer
experience platform. NICE inContact CXone™ combines best-in-class
Omnichannel Routing, Analytics, Workforce Optimization, Automation
and Artificial Intelligence on an Open Cloud Foundation. NICE
inContact’s solution empowers organizations to provide exceptional
customer experiences by acting smarter and responding faster to
consumer expectations. NICE inContact’s DEVone developer program is
an extensive partner ecosystem, providing applications from partner
companies on the CXexchange marketplace that are designed to
integrate with CXone. NICE inContact is recognized as a market
leader by the leading industry analyst firms.
www.niceincontact.com
NICE (Nasdaq: NICE) is the world’s leading provider of
both cloud and on-premises enterprise software solutions that
empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps
organizations of all sizes deliver better customer service, ensure
compliance, combat fraud and safeguard citizens. Over 25,000
organizations in more than 150 countries, including over 85 of the
Fortune 100 companies, are using NICE solutions. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Paul Jarman are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the Company). In some cases, such forward-looking
statements can be identified by terms such as believe, expect, may,
will, intend, project, plan, estimate or similar words.
Forward-looking statements are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) potentially impacting our business and financial
condition; competition; changes in technology and market
requirements; decline in demand for the Company's products;
inability to timely develop and introduce new technologies,
products and applications; difficulties or delays in absorbing and
integrating acquired operations, products, technologies and
personnel; loss of market share; an inability to maintain certain
marketing and distribution arrangements; and the effect of newly
enacted or modified laws, regulation or standards on the Company
and our products. For a more detailed description of the risk
factors and uncertainties affecting the company, refer to the
Company's reports filed from time to time with the Securities and
Exchange Commission, including the Company’s Annual Report on Form
20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20190718005051/en/
Corporate Media Contact Cheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com
Investors Marty Cohen, +1 551 256 5354, ET
ir@nice.com
Yisca Erez +972 9 775 3798, CET ir@nice.com
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