NICE to Improve Norwegian Cruise Line's Customer Experience Delivery

When you think of companies that must deliver great customer experience, industries such as financial services, retail and equipment manufacturing come to mind. However, it’s critical for organizations in any industry to focus on offering an exceptional customer experience, even for companies in the travel and tourism industry, such as cruise lines.

As part of its Cisco (News - Alert) contact center solution, Norwegian Cruise Line is adopting NICE’s Interaction Management, analytics-based Quality Optimization and customer feedback survey solutions to deliver an enhanced customer experience. It will use the solutions to apply quality measurement metrics and solicit customer feedback via interactive voice response (IVR) survey for its three U.S. contact centers, in an effort to improve sales effectiveness and operational efficiency.

Different NICE workforce optimization solutions are part of the Cisco SolutionsPlus program. The program delivers a one-stop ordering experience for Cisco customers, channel partners and sales teams for third-party products and applications. It also integrates with the Cisco MediaSense recording platform, which records, stores, plays and streams media on a network instead of on a device.

NCL pioneered the first Caribbean cruise in 1966 and offers trips to destinations such as Alaska, Mexico, Europe, the Bahamas, Canada and various locations in the U.S. Between trip information, ship updates, travel questions and payment information, the cruise line has a lot to cover when customers come looking for them.

“The NICE solutions provide added value to our contact center operations as they will enable us to bolster our position within the competitive cruise industry,” said Crane Gladding, senior vice president of passenger services for Norwegian Cruise Line, in a statement. “Taken together with our existing Workforce Management solution from NICE, we now have a more comprehensive set of capabilities for optimizing our workforce and improving our contact center performance. We are confident that this will help boost our customer service and deliver measurable return on investment.”

The NICE workforce management solution enables call centers to forecast staffing needs, schedule their representatives’ time and effectively manage change every day. Agent adherence and call center performance management features ensure agent performance improvements.

“This deal with Norwegian Cruise Line is a terrific example of how our Cisco partnership is helping companies leverage best-of-breed technology within a unified communications strategy,” said Barak Eilam (News - Alert), president of NICE Americas. “We are excited to see companies like Norwegian Cruise Line embrace the NICE/Cisco offerings to optimize their contact center operations and enhance the customer experience.”