This Day On The Street
Continue to site
ADVERTISEMENT
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here

Norwegian Cruise Line Selects NICE Workforce Optimization Solutions As Part Of Cisco Contact Center Solution

RA'ANANA, Israel, April 17, 2013 /PRNewswire/ --

NICE  Systems (NASDAQ: NICE) announced today that Norwegian Cruise Line (NASDAQ: NCLH) is adopting NICE's Interaction Management, analytics-based Quality Optimization, and customer feedback survey solutions to deliver an enhanced customer experience. The cruise operator selected the NICE offering as part of its Cisco contact center solution to also improve sales effectiveness and operational efficiency.

Norwegian Cruise Line will use the NICE solutions to apply quality measurement metrics and solicit customer feedback via IVR (Interactive Voice Response) survey for its three U.S. contact centers. This will enable the company to gain valuable insights into its customer interactions, including direct input on service levels. This information will help the cruise operator decide where improvement is needed in order to further enhance customer experience. For instance, it may decide that additional agent coaching is needed in order to close agent knowledge gaps and improve first contact resolution rates.

By improving the quality of its service, Norwegian Cruise Line will be able to achieve greater customer satisfaction and loyalty. It will also help the company 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 will enable us to bolster our position within the competitive cruise industry," said Crane Gladding, senior vice president of passenger services for Norwegian Cruise Line. "Taken together with our existing Workforce Management solution from NICE, we now have a more comprehensive set of capabilities for optimizing our workforce and improving our contact center performance. We are confident that this will help boost our customer service and deliver measurable return on investment."

"This deal with Norwegian Cruise Line is a terrific example of how our Cisco partnership is helping companies leverage best-of-breed technology within a unified communications strategy," said Barak Eilam, President of NICE Americas. "We are excited to see companies like Norwegian Cruise Line embrace the NICE/Cisco offerings to optimize their contact center operations and enhance the customer experience."

Select NICE Workforce Optimization solutions are part 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.

About NICE  Systems

NICE Systems (NASDAQ: NICE) is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE's solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.  http://www.nice.com .

NICE will be hosting its global customer conference, Interactions 2013, on April 22-25 in Orlando. The event will bring together over 1,500 customers and industry leaders to network, share best practices, and learn about exciting new solutions.  http://www.interactions2013.com

Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Systems. All other marks are trademarks of their respective owners. For a full list of NICE Systems' marks, please see: http://www.nice.com/nice-trademarks.

Forward-Looking Statements

1 of 2

Check Out Our Best Services for Investors

Action Alerts PLUS

Portfolio Manager Jim Cramer and Director of Research Jack Mohr reveal their investment tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
Quant Ratings

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
Stocks Under $10

David Peltier uncovers low dollar stocks with serious upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
14-Days Free
Only $9.95
14-Days Free
To begin commenting right away, you can log in below using your Disqus, Facebook, Twitter, OpenID or Yahoo login credentials. Alternatively, you can post a comment as a "guest" just by entering an email address. Your use of the commenting tool is subject to multiple terms of service/use and privacy policies - see here for more details.
Submit an article to us!
SYM TRADE IT LAST %CHG

Markets

DOW 17,826.30 -279.47 -1.54%
S&P 500 2,081.18 -23.81 -1.13%
NASDAQ 4,931.8150 -75.9760 -1.52%

Partners Compare Online Brokers

Free Reports

Top Rated Stocks Top Rated Funds Top Rated ETFs