Case Study: Norwegian Cruise Line achieves a weather-ready, geo-redundant contact center with Avaya

Smooth Sailing at Norwegian Cruise Line with Geo-Redundant Contact Center

Norwegian Cruise Line (NCL), a leading cruise operator handling roughly 4.8 million calls a year, faced a major continuity risk from its Miami-based contact center: hurricanes and severe weather repeatedly disrupted operations, forcing weeks of planning, staff relocations and manual call reroutes that threatened customer service and revenue.

NCL partnered with Avaya to deploy a geo‑redundant contact center using Avaya Call Center Elite, SIP trunking and dual core/disaster‑recovery servers, distributing calls across multiple sites and home‑based agents. The six‑week rollout moved 1,300 agents overnight, enabled automatic traffic rerouting during weather events, simplified global configuration changes and improved resilience and around‑the‑clock customer access.

Norwegian Cruise Line

Barbara Tucker

Manager, Telecommunications