Carnival Cruise Line’s Journey with DaVinci: A Decade of Innovation and Growth

USE CASE

Service, Support

INDUSTRY

A New Era of Call Center Innovation

For over 14 years, AMC Technology has been a trusted partner of Carnival Cruise Line, assisting in the modernization and optimization of its customer service operations. What began as a solution to streamline agent workflows has transformed into a comprehensive digital transformation initiative, ensuring that Carnival’s contact center remains agile, efficient, and future-proof.

Recently, Carnival made a significant advancement by integrating AMC’s DaVinci App for NICE CXOne into its newly modernized customer service environment. This integration, powered by Oracle Siebel SCAPI, facilitates real-time communication, enhances agent productivity, and maintains a secure, adaptable infrastructure that aligns with Carnival’s long-term vision.

This project represents a pivotal shift in how Carnival operates its contact center, allowing the company to transition seamlessly to a cloud-based NICE CXOne solution while retaining the robust functionalities of its Siebel CRM. Unlike traditional integrations that often require costly, custom-built solutions, AMC’s DaVinci platform offers a modular, low-code alternative that accelerates deployment and reduces complexity. By utilizing SCAPI’s advanced API capabilities, Carnival has established a scalable, vendor-agnostic foundation that enables its agents to access customer data faster and more accurately—ultimately improving both operational efficiency and the guest experience.

Our collaboration with AMC allowed us to embrace a more scalable, flexible, and future-proof contact center solution. With the help of DaVinci Toolkit and the newly launched SCAPI integration, our agents can now access enhanced customer data faster and with greater accuracy, significantly improving the overall experience for both customers and staff.”
Kevin Harrison, AVP, IT Shoreside Business Systems, Carnival Cruise Line

Addressing Challenges in Sales Reporting

Before these advancements, Carnival’s call center teams struggled with inconsistencies in sales reporting. Agent call logging was error-prone and irregular, making it difficult to track conversion efforts effectively. As Colleen Oliverio, Director of Strategic Initiatives, explained,

We struggled to capture critical attempt, contact, and conversion data, making it difficult to maximize sales opportunities.”

Without accurate data, Carnival’s management faced challenges in determining agent effectiveness, testing improvement strategies, and making informed decisions. Reports were purely directional, lacking real-time insights.

The Turning Point: DaVinci’s Role in Driving Transformation

Recognizing the need for a seamless and automated reporting system, Carnival initially turned to AMC Technology’s DaVinci for Avaya Application Enablement Services and Siebel. The solution provided immediate benefits:

Automated Call Logging – Eliminated dependency on agents for manual data entry.
Real-Time Insights – Allowed sales managers to track performance and make data-driven decisions.
Improved Lead Conversion – Helped optimize agent performance and maximize sales efforts.

Oliverio highlighted the impact, stating,

This enhancement has been a critical component to understanding and increasing lead conversion. Additionally, sales managers have more real-time and accurate call data, offering opportunities to impact today’s performance.”

Scaling Up: Cloud Migration and the Future with SCAPI

As Carnival continued its journey toward modernization, the company set its sights on a cloud-based future. The move to NICE CXOne, enabled by AMC’s DaVinci App and the newly launched Oracle Siebel SCAPI, allowed Carnival to seamlessly transition to the cloud while retaining key CRM functionalities.

The introduction of SCAPI transformed how Siebel CRM integrates with cloud contact center solutions, streamlining access to customer data, boosting agent productivity, and ensuring a flexible, future-proof infrastructure. AMC Technology quickly delivered a proof of concept, demonstrating the power of DaVinci’s vendor-agnostic approach in modernizing call center operations.

Anthony Uliano, CEO of AMC Technology, emphasized

We’re proud of how this integration underscores DaVinci’s flexibility and scalability. Our platform empowers businesses like Carnival to modernize their call centers without the need for expensive custom-built solutions. With DaVinci, Carnival maintains control over their data and system configuration, ensuring their contact center remains adaptable to their future growth and needs.”

Looking Ahead: Standardizing DaVinci Across Carnival Corporation

Following the success of DaVinci within Carnival Cruise Line, Carnival Corporation is now exploring plans to standardize the platform across its nine other cruise lines. This expansion will provide deeper insights into agent performance, facilitate better strategic planning, and open the door to broader adoption of SCAPI across various customer service environments.

From solving sales reporting challenges to embracing cloud-based innovation, Carnival’s partnership with AMC Technology and the DaVinci platform has been instrumental in their evolution. As they continue their journey, one thing is clear—Carnival is committed to leveraging technology to create exceptional customer experiences.