SeaWorld Enhances Guest Journey with NICE inContact

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Overview

One central contact center in Orlando, with 125-300 (depending on the season) ambassadors, handle hundreds of thousands of calls from guests and prospective guests for the 12 parks that are part of SeaWorld Parks and Entertainment. So efficiency and responsiveness are critical to the company’s brand and its growth. Establishing a partnership with NICE inContact—and moving to the CXone cloud customer experience platform—has enhanced SeaWorld’s contact center performance and business outcomes: Call volume is up significantly; guest satisfaction scores and revenue continue to rise; and costs are down. Most importantly, with the confidence and quality NICE inContact has brought to the journey, SeaWorld has been able to renew its focus on taking care of its guests.