Case Study: International Cruise & Excursions achieves scalable global customer service with AT&T Business

ICE Connects Clients to a World of Travel and Leisure

International Cruise & Excursions, Inc. (ICE), a global travel and leisure company serving more than 55 million consumers, needed a way to support highly variable call and web traffic across its worldwide operations. As its affinity-group travel business grew, ICE had to route calls quickly to the right agents, support home-based staff, and expand web capacity on demand during seasonal spikes and special promotions.

AT&T Business provided a global MPLS virtual private network with SIP-based toll-free call routing, AT&T IP Toll-Free Service, and AT&T Synaptic Compute as a Service with VMware vCloud Datacenter Service to give ICE flexible, scalable connectivity and burst web capacity. The solution enabled seamless rerouting during outages, such as a hurricane in Mexico, and helped ICE maintain consistent, high-quality service across 10 contact centers and 25 languages while efficiently handling peak traffic and supporting more than $610 million in annual transaction revenues.

International Cruise & Excursions, Inc.

John Rowley

CEO and Co-Founder