Case Study: SeaWorld achieves 38% more calls serviced and lower costs with NICE Systems' CXone

SeaWorld Delivers Memorable Customer Experiences with NICE inContact

SeaWorld Parks & Entertainment, operator of 12 U.S. theme parks serving over 23 million guests annually, relied on an Orlando contact center that had to scale from about 125 to 300 agents seasonally. Its aging Avaya on‑premises system was costly, inflexible—charging for peak licenses year‑round—and prone to downtime, prompting a search for a more scalable, reliable solution.

SeaWorld implemented the NICE inContact CXone cloud platform (including Workforce Management and Personal Connection), moving to pay‑for‑what‑you‑use pricing and real‑time scheduling/forecasting. The result: 38% more calls handled, lower cost per call through efficiency gains, higher guest satisfaction and call quality, improved agent morale, increased collections on outstanding payments, and greater overall scalability and stability.

SeaWorld

Brad Matzinger

Call Center Director