NICE Systems announced today that Norwegian Cruise Line is adopting NICE’s Interaction Management, analytics-based Quality Optimisation, and customer feedback survey solutions to deliver an enhanced customer experience. The cruise operator selected the great offering as portion of its Cisco contact center method to also improve sales effectiveness and operational efficiency.
Norwegian Cruise Line will use the good solutions to use quality measurement metrics and solicit customer feedback via IVR (Interactive Voice Response) survey for its three U.S. contact centers. This may occasionally enable the corporate to achieve valuable insights into its customer interactions, including direct input on service levels. This knowledge can assist the cruise operator decide where improvement is required a good way to further enhance customer experience. For example, it can decide that additional agent coaching is wanted with a purpose to close agent knowledge gaps and improve first contact resolution rates.
By improving the standard of its service, Norwegian Cruise Line shall be ready to achieve greater customer satisfaction and loyalty. It should also help the corporate reduce operational costs and increase revenues by enjoying greater opportunities for cross-selling and up-selling.
“The NICE solutions provide added value to our contact center operations as they are going to enable us to strengthen our position throughout the competitive cruise industry,” said Crane Gladding, senior vice chairman of passenger services for Norwegian Cruise Line. “Taken along with our existing Workforce Management solution from NICE, we’ve a more comprehensive set of capabilities for optimising our workforce and improving our contact center performance. We’re confident that this may help boost our customer support and deliver measurable return on investment.”
“This care for Norwegian Cruise Line is a fantastic example of the way our Cisco partnership helps companies leverage best-of-breed technology within a unified communications strategy,” said Barak Eilam , President of NICE Americas. “We are excited to determine companies like Norwegian Cruise Line embrace the great/Cisco offerings to optimise their contact center operations and enhance the buyer experience.”
Select NICE Workforce Optimization solutions are portion of the Cisco SolutionsPlus program, which delivers 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.