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News : Carnival UK to Improve Guest Experience Leveraging NICE CXone’s Platform Completeness

#contactcenterworld, @NICELtd, @carnivalcruise

Hoboken, NJ, USA, Jan 25, 2024 - NICE (Nasdaq: NICE) announced that Carnival UK of the Carnival Corporation and PLC, a cruise operator group, has selected NICE CXone to improve guest experiences by consolidating contact center operations on to a unified, AI-powered platform. Carnival UK will work with NICE Value Realization Services and Sycurio PCI Compliance Solutions to assist the speedy transformation at its contact centers in the UK and Germany. This includes a migration from their legacy incumbent solutions with Avaya and Verint to NICE’s CXone cloud platform enabling a seamless omnichannel guest experience.

To spearhead this digital transformation, Carnival UK has adopted the complete suite of NICE CXone voice and digital solutions, including Enlighten AutoSummary, CXone Expert, CXone Feedback Management, and CXone SmartAssist for voice and text. This suite of solutions will transform CX from a limited, multi-channel operation to a unified omnichannel experience center, empowering a hybrid workforce capable of delivering a seamless experience that drives an effective, efficient operation. Carnival UK has plans to further its digital transformation by deploying Generative AI in the form of Enlighten Copilot as a feature enhancement during the first half of 2024.

"We looked at many other vendors before choosing NICE, but none of them could deliver the size and scope that we require to uphold our high standards and provide exceptional guest experiences," said Paul Ludlow, President, Carnival UK and P&O Cruises. "Our guests come to us to enjoy our ocean cruises and see the world, and we strive to make every point of that journey as frictionless as possible. From the moment our guests start searching for their desired cruise to the moment they step foot back on land, I am confident our digital transformation will provide them with the experience of a lifetime."

Darren Rushworth, President, NICE International, said, "Understanding the guest’s journey from start to finish is essential to providing excellent experiences. By adopting our full CXone platform, Carnival UK will be positioned to deliver the highest quality on both sides of the interaction. NICE is proud to be at the forefront of this digital experience and I’m excited to see how Carnival UK expands its AI innovation."

#contactcenterworld, @NICELtd, @carnivalcruise

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About NICE Systems:
Company LogoNICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
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About Carnival Cruise Lines:
Company LogoCarnival Cruise Lines is a British-American owned cruise line, based in Doral, Florida, a suburb of Miami in the United States.
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Today's Tip of the Day - Using Predictive Dialers

Read today's tip or listen to it on podcast.

Published: Friday, January 26, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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