Case Study / NORWEGIAN Smooth Sailing At Norwegian Cruise Line With Geo-Redundant Contact Center Norwegian Cruise Line Now Fully Weather-Ready Hurricanes and other extreme weather can be a major disruption to operations at Norwegian Cruise Line (NCL)—in more ways than you would expect. Interruptions to the company’s contact center, which takes approximately 4.8 million calls every year from guests and travel agents, can seriously impact customer service and revenue. “We live and die by the call center,” says Barbara Tucker, Manager, Telecommunications at NCL. “Customers have to be able to reach us to book cruises.” That’s why NCL made a critical move recently, in shifting its contact center operations from its Miami headquarters, where they were centralized. Housed in a glass bu

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