Cruise line company Royal Caribbean has turned to Citrix to deliver mobile work environments to its global operatives.
The solution was created with a combination of programs. NetScaler is used to optimise the network and balance global loads, while CloudBridge accelerates application and desktop delivery for XenDesktop, thereby reducing bandwidth needs.
The solution is intended to give Royal Caribbean’s booking agents and other staff around the world fast and reliable access to customer information, used for managing guest reservations and inquiries.
Previously, this necessitated large and costly local datacentres at each call centre, but the new infrastructure has enabled the company to manage their core requirements with only two datacentres, providing tangible benefits for both efficiency and cost.
The solution also means that Royal Caribbean can rapidly upscale, equipping new call centres as and when it needs to. It claims that this new capability will allow it to be more productive and agile, with a maximum of up-time.
“Our call centres provide one of the most important sources of revenue for the company,” said Royal Caribbean Cruise Lines's Director of Infrastructure, Jeanine Graham-Bellamy.
“It is critical to provide our agents with all the information and resources our guests need, so they can answer questions and connect our customers with services efficiently and seamlessly,” Graham-Bellamy added. “Our Citrix solution combines the strengths of NetScaler, CloudBridge and XenDesktop to deliver a fast, responsive workspace to our call centre agents, helping us provide great customer service.”
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