Across more than a million guest interactions a year, the Carnival UK contact center team manages all sales, pre-cruise, and post-cruise queries for Cunard, famous for its luxury voyages, and P&O Cruises, Britain’s biggest cruise line. The contact center’s outdated, disconnected tools were hindering sales and compounding frustration among agents and guests.
In recent years, P&O Cruises and Cunard have added three new ships to its fleet requiring the servicing of thousands of additional guests. The company needed help, so it implemented NiCE CXone to connect and modernize its digital foundation to power automation, efficiencies, and data-driven decisions at all levels of the organization.
The results speak for themselves.
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