Marriott Consolidates Tech Stack and Gains Powerful Interoperability

Marriott International, a global hospitality leader, faced challenges with its outdated customer service platform, including slow updates and scaling issues. To resolve this, Marriott evaluated and implemented a new cloud-based contact center solution. After thorough evaluation, Marriott chose NICE CXone for its reduced infrastructure, improved scalability, faster updates, and fewer integration points. The implementation included robust training and strategic communication for a smooth transition for 6,500+ agents across 20 centers. Early results show improved operations visibility, performance management, and agent satisfaction. Marriott plans to expand CXone features.