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“We wouldn’t be where we are today without eCoaching. eCoaching is an amazingly innovative, efficient, and effective way to train our agents and achieve world class customer service!”

Charlette Castaneda
Quality Experience Manager
International Cruise and Excursions, Inc.

DVSAnalytics Case Study

International Cruise & Excursions, Inc.

International Cruise & Excursions, Inc. (ICE) is a worldwide travel and leisure organization with a global network of innovative travel alliances including major corporations, resorts, cruise lines, holiday suppliers, and leisure travel providers. ICE provides cruise and vacation fulfillment services to more than 150 major corporate brands serving more than 55 million consumers internationally.

As with any high-end hospitality business, competition is ever present and customer service is a major differentiator. ICE faced the challenge of continuously improving the quality of agent/customer interactions in their busy contact center.

Download our International Cruise & Excursions case study to learn how DVSAnalytics’ eCoaching and other Workforce Optimization (WFO) solutions keep systems and integrations up to date, delivering new applications to meet the evolving requirements of today’s contact centers.