NICE inContact Helps SeaWorld Deliver Memorable Customer Experiences (Case Study)

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With 12 parks—some seasonal, others year-round—SeaWorld’s 125-300 (depending on the season) contact center ambassadors answer all kinds of questions for guests from the company’s single central call center in Orlando. But as the parks were growing in popularity and volume, the contact center was drowning in inefficiency, lost calls (and business) and rising costs. With its suite of CXone cloud customer experience products, NICE inContact was the lifeline SeaWorld needed. Call volume is up 38%, and it can efficiently manage through seasonal fluctuations, as well as those that are intra-week and even intra-day. And by coordinating survey results with quality management, SeaWorld has aligned its internal performance standards with guest expectations—to the benefit of all. SeaWorld’s guest satisfaction scores continue to rise year over year, as does its revenue—and the company credits NICE inContact as a key player in achieving impressive results.