Case Study: Norwegian Cruise Line achieves weather-ready contact center resilience with Avaya

Norwegian Cruise Line deploys geo-redundant contact center in 6 weeks with Avaya

Norwegian Cruise Line (NCL) faced a significant challenge as its Miami-based contact center, which handles 4.8 million calls annually, was highly vulnerable to weather-related disruptions like hurricanes. Preparing for these events caused weeks of operational chaos. NCL partnered with Avaya to design a geo-redundant contact center infrastructure to ensure business continuity and eliminate this critical vulnerability.

Avaya implemented a resilient solution using Avaya Call Center Elite and SIP trunking, which was designed and deployed in just six weeks. The result is a system where calls now automatically reroute across multiple locations during an outage. This move, which transitioned 1,300 agents overnight, has provided NCL with immense operational savings and peace of mind, making them fully weather-ready and positioning them for a global follow-the-sun customer engagement model.

Norwegian Cruise Line