Case Study: Royal Caribbean consolidates global infrastructure and boosts call-center performance with Citrix

Cruise line quickly consolidates global infrastructure with Citrix

Royal Caribbean Cruises Ltd., a Miami‑based cruise operator with six brands and 42 ships, relied on call centers for its largest revenue streams but was hampered by an outdated, siloed infrastructure. Each call center ran its own datacenter, causing connectivity problems and making global expansion slow, costly and hard to manage—so the company needed to consolidate and modernize its Citrix environment.

Working with integrator Forthright and Citrix, Royal Caribbean centralized its datacenters and deployed Citrix XenDesktop, XenApp (virtualizing 175 applications), XenClient, CloudBridge/NetScaler SD‑WAN and Provisioning Services for centralized management and WAN optimization. The result: faster, more reliable performance, a roughly 30% reduction in WAN traffic, much lower cost and time to launch new call centers, simplified IT administration and improved customer‑service agent productivity.

Royal Caribbean

Scott Hartman

Reservation Supervisor