With bots and ACD around the world

The successful cruise operator nicko cruises has been relying fully on the cloud-based omnichannel ACD from VIER since 2018 and is currently expanding its contact offering for customer service and sales with voice and chatbots from VIER.

The challenge

Effective service networking in the cloud

The decision for VIER was made because the cruise company nicko cruises was looking for a solution that could easily and effectively network the three service centers distributed throughout Germany. "The biggest challenge was that the three service centers were different partners with their own telecommunications solutions and were not compatible with each other. The requirement was therefore to implement everything completely web-based and to get all three service centers under one roof," explains Andreas Grasberger, CTO of nicko cruises. Even back then, nicko cruises took care to select the system in such a way that additional channels such as voice and chatbots could be integrated if required and email management with the classic "Info@ mailboxes" could also be mapped in the ACD. The aim was to be able to distribute all information quickly and easily to the three service center locations.

What solution does VIER offer?

Nicko cruises + Vodafone + VIER

VIER ACD: Routing, reporting, future viability

"nicko cruises has implemented the most important goals, such as the routing and connection of all locations, with the VIER Omnichannel ACD and it is running excellently," says Grasberger. Complex reporting is also available, which has been greatly simplified by the central data point. Since 2023, nicko cruises has been working with its partner Vodafone and VIER to implement the next expansion stage - the connection of voice and chatbots. "The aim here is to support the agents effectively, to give them time and freedom and to have all simple, recurring questions handled in advance by voice and chatbots," adds Grasberger. This allows the agents to concentrate on their core tasks, i.e. selling and providing targeted and complex advice on cruise products.

Result

Complete success!

With VIER, nicko cruises has found an especially reliable and competent partner in this area. “What I particularly like about VIER is that direct contact is always possible—not through any service centers or email queues, but directly with someone who knows the projects and understands how we work,” reports Andreas Grasberger. This ensures that nicko cruises always receives quick assistance. “We look forward to continued collaboration with VIER and Vodafone and to many exciting projects in the future!”

(Image: nicko cruises Schiffsreisen GmbH)

More about the product

VIER engage

Our AI-powered, cloud-based solution is ideal for demanding, large contact centers that want to offer an omnichannel customer experience.

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About nicko cruises

nicko cruises Schiffsreisen GmbH is one of the most dynamic cruise operators in Germany. In recent years, the company has developed from a leading river cruise provider with 30 years of experience into a renowned provider of small ships with destination-oriented ocean routes. With a fleet that is both modern and comfortable, nicko cruises not only the world's oceans but also all inland waterways and coastal sections that are in demand by tourists.

More about nicko cruises