Norwegian Cruise Line Selects NICE Workforce Optimization Solutions as Part of Cisco Contact Center Solution


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Norwegian Cruise Line will leverage the joint Cisco/NICE offering to improve
the customer experience

RA’ANANA, ISRAEL, April 17, 2013 – 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

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.

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.

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:

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 Messer Eilam, are
based on the current expectations of the management of NICE-Systems Ltd.
(the Company) only, and 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 the global economic environment on the Company’s customer base
(particularly financial services firms) and the resulting uncertainties;
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; pressure on pricing resulting from competition; and
inability to maintain certain marketing and distribution arrangements. 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
Securities and Exchange Commission, 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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