Carnival UK To Revolutionize Guest Experience Leveraging NICE CXone’s Platform Completeness Converging CCaaS Voice, Digital, and CX AI
26 January 2024 - 12:00AM
Business Wire
NICE's best-in-class platform enables Carnival
UK's mission to provide a frictionless guest experience
NICE (Nasdaq: NICE) today announced that Carnival
UK of the Carnival Corporation and PLC, the world’s largest cruise
operator group, has selected NICE CXone to revolutionize guest
experiences by consolidating contact center operations on to a
unified, AI-powered platform. Carnival UK will work with NICE Value
Realization Services and Sycurio PCI Compliance Solutions to assist
the speedy transformation at its contact centers in the UK and
Germany. This includes a migration from their legacy incumbent
solutions with Avaya and Verint 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 center,
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.”
About Carnival UK Carnival UK (CUK) is the UK division of
Carnival Corporation and plc, which is the world’s largest cruise
group. Carnival UK operates a fleet of 10 cruise ships for cruise
brands P&O Cruises and Cunard, sailing across the world
throughout the year providing guests with unforgettable holidays.
Carnival UK, based in Southampton, Hampshire, UK, has over 10,000
employees with call centers located in the UK and Germany. The
Group has within its portfolio; Costa Europe, Costa Asia, AIDA,
P&O Cruises, Cunard Line, Princess Cruises, Seabourn, and
Holland America. Carnival Corporation and plc are passionate about
providing world-class guest experiences and operating a winning
culture to achieve unrivaled business success and deliver our
vision of being the most spectacularly successful cruise company in
Britain. www.carnivalcorp.com
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform – and elevate - every customer interaction.
www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Rushworth, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20240125173694/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET media@nice.com
Investors Marty Cohen, +1 551 256 5354, CET
ir@nice.com
Omri Arens, +972 3 763 0127, CET ir@nice.com
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