NICE’s best-in-class platform enables Carnival UK’s mission to provide a frictionless guest experience.
Carnival UK of the Carnival Corporation, the world’s largest cruise operator group, has selected NICE CXone to revolutionise guest experiences by consolidating contact centre operations on to a unified, AI-powered platform.
Carnival UK will work with NICE Value Realisation Services and Sycurio Professional Services to assist the speedy transformation at its contact centres in the UK and Germany. This includes a migration from their legacy incumbent solutions 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 best-in-class solutions will transform CX from a limited, multi-channel operation to a unified omnichannel experience centre, 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.”
