Salt Lake City, UT, USA, July, 2019 -- NICE inContact, a NICE (Nasdaq: NICE) business, announced that NICE inContact CXone, a 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.
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.
"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."
Posted by Veronica Silva Cusi, news correspondent
About NICE inContact:
NICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
Published: Tuesday, July 23, 2019
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