Case Study: Carnival Cruise Line achieves improved first-contact resolution and higher guest satisfaction with Verint Systems Enterprise Feedback Management (IVR Channel)

Carnival Cruise Line Sets Sail with Verint

Carnival Cruise Line, founded in 1972 and carrying 5.4 million passengers annually, operates a contact center that handles about 10 million calls a year. Leadership wanted a more representative, data-driven way to measure guest satisfaction and verify whether issues were being resolved on the first call, rather than relying on ad-hoc feedback.

Carnival launched an analytics-driven quality initiative using Verint Enterprise Feedback Management – IVR Channel to run post-call surveys via a warm transfer with its familiar IVR voice, attach surveys to agent skills, and deploy near-real-time agent reporting, alerts, and a three-tiered coaching program. The program delivered higher first-contact resolution and fewer repeat calls, increased operational efficiency and guest satisfaction, achieved a survey participation rate of 25–30% (above industry norms), and confirmed >90% of survey scores in the top two ratings while identifying targeted improvement opportunities.

Carnival Cruise Line

Brandon Roundtree

Manager, Commercial Reporting & Analysis