Norwegian Cruise Selects NICE Interaction Management as Part of Cisco Contact Center Solution

NICE Systems (News - Alert), a provider of workforce optimization solutions, recently announced that Norwegian Cruise Line selected their Interaction Management offering as part of its Cisco (News - Alert) contact center solutions to help improve sales effectiveness and operational efficiency.

The contact center solution will help apply quality measurement metrics and solicit customer feedback via an IVR survey for its three U.S. contact centers. 

In addition to NICE’s Interaction Management, Norwegian Cruise Line also selected analytics-based Quality Optimization and customer feedback survey solutions to deliver an enhanced customer experience.

The integration of NICE’s solution will help Norwegian Cruise Line gain valuable insights into its customer interactions, including direct input on service levels, so cruise operators can decide where improvement is needed in order to further enhance customer experience.

"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.

NICE’s Workforce Optimization solutions are part of the Cisco SolutionsPlus program designed to deliver a one-stop ordering experience for Cisco's customers, channel partners, and sales teams for certain third-party products and applications. The solutions integrate with the Cisco MediaSense recording platform.

Earlier this year, the company announced it was recognized by DMG Consulting as a global market leader in speech analytics, holding a 28.3 percent market share based on number of seats and has the largest number of customers. NICE’s Real-Time Speech Analytics solution for the enterprise enables users to understand customer intent while the customer interaction with the contact center agent is occurring, giving NICE clients better control over their agent performance for an immediate impact.