Case Study: Gant Travel Management achieves 7% cost savings, 46% shorter queue wait times and 93% quality scores with NICE Systems' CXone

Gant Travel Reaps Huge Efficiencies by Optimizing CXone

Gant Travel, a Bloomington-based corporate travel management firm with 81 agents handling around 600 monthly interactions, faced a fragmented contact center setup that increased call handling time, created duplicate “looping” contacts, and delivered a poor IVR and callback experience. These issues inflated volume metrics, slowed agents with profile-loading delays, and created friction that hurt both customers and staff.

By implementing NICE inContact CXone (Omnichannel Routing and CXone Agent for Salesforce) and a custom agent dashboard, Gant tightened Salesforce integration, streamlined the IVR and automated callbacks. The changes cut costs by 7%, reduced handle time by 5%, slashed queue wait times by 46% and pre-queue IVR time by 33%, saved 525 routing hours annually, and lifted voice and email quality scores to 93%, improving customer and agent satisfaction.

Gant Travel Management

Jim Conner

Gant Travel Management