NICE has revealed that Carnival UK, a part of the world’s largest cruise operator group, has selected NICE CXone to reshape guest experiences through the consolidation of its contact center operations onto a unified, AI-powered platform.
Carnival UK’s digital transformation journey will be facilitated in collaboration with NICE Value Realization Services and Sycurio PCI Compliance Solutions, focusing on the enhancement of contact centers in the UK and Germany. This involves migrating from legacy solutions, including Avaya and Verint, to NICE’s CXone cloud platform, aiming for a seamless omnichannel guest experience.
To lead the charge in this digital revolution, Carnival UK has embraced the complete suite of NICE CXone voice and digital solutions. The suite includes Enlighten AutoSummary, CXone Expert, CXone Feedback Management, and CXone SmartAssist for voice and text.
This array of solutions is poised to elevate customer experience from a restricted, multi-channel setup to a unified omnichannel experience center. The objective is to empower a hybrid workforce capable of delivering a seamless and efficient operation. Carnival UK is charting advancements in its digital transformation, with plans to introduce Generative AI through Enlighten Copilot as a feature enhancement in the first half of 2024.
Paul Ludlow, President of Carnival UK and P&O Cruises, expressed, “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.”
Darren Rushworth, President of NICE International, said: “By adopting our full CXone platform, Carnival UK will be positioned to deliver the highest quality on both sides of the interaction.”