Case Study: Cruise Line Operator boosts agent adherence and sales with Verint Systems' Impact 360 Workforce Optimization

Cruise Line Operator - Customer Case Study

A century‑old cruise line operator with a large global fleet runs two North American contact centers with about 450 agents (nearly 25% home‑based), handling tens of thousands of calls and thousands of emails weekly. The company needed to move beyond spreadsheet scheduling and address evolving priorities—PCI and data‑privacy compliance for credit‑card handling, better management of remote agents, aligning agent goals to corporate KPIs, and supporting sustainability initiatives—while improving efficiency and visibility for managers.

They deployed Verint’s Impact 360 Workforce Optimization suite (workforce management, quality monitoring and recording with encryption, performance management, and Advanced Desktop Analytics with Application Event Trigger), plus Time Record/Agent Schedule exports, Time Off Manager, and custom KPI scorecards. The solution synchronized payroll to phone activity, allowed PCI‑compliant pausing of recordings, simplified forecasting and remote‑agent scheduling, and boosted performance—raising adherence about 5%, improving sales conversion by over 50% in some groups, increasing agent satisfaction, and reducing costs while supporting conservation goals.