NICE says Merlin Entertainments adopts CXone platform across global attractions
NICE•Merlin Entertainments adopted NICE’s CXone platform across more than 140 attractions. Merlin reported issue resolution improved to 95% from 75% and call answer rates rose to 93% from 78% over the past year.
1. Platform rollout
NICE disclosed that Merlin Entertainments adopted its CXone platform to run AI-driven guest service across more than 140 attractions. The rollout spans trip planning, ticketing, reservations, in-park support and post-visit engagement. Merlin reported “Likely to Recommend” rose to 9.3 from 8.3 and helpfulness CSAT increased to 9.4 from 8.3.
