Carnival UK taps NICE CXone to consolidate, upgrade contact centers
NEW JERSEY, UNITED STATES — Cruise company Carnival UK has availed the services of customer experience (CX) software firm NICE to enhance its call center capabilities.
NICE will deploy CX platform NICE CXOne, to consolidate Carnival UK’s call center operations in a single artificial intelligence (AI)-powered platform.
NICE Value Realization Services and Sycurio Professional Services will assist the cruising line in the tech transformation of its contact centers in the United Kingdom and Germany.
Carnival UK will also adopt 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.
“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,” said Paul Ludlow, President of Carnival UK and P&O Cruises.
“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.”
Carnival UK is the UK Division of Carnival Corporation and PLC (Carnival Corporation). It employs 10,000 workers and operates a fleet of 10 cruise ships for cruise brands P&O Cruises and Cunard. Carnival Corporation also operates nine cruise brands, including Costa Cruises, Cunard, and Holland America Line.
The parent company has worked with several solutions firms, including Accenture, Tata Consultancy Services, and Publicis Sapient.
