Case Studies

Marriott Consolidates Tech Stack and Gains Powerful Interoperabilty with CXone


After an extensive requirement gathering, RFP, and implementation process, Marriott International went live with CXone in March 2023, updating its legacy CX platform that had grown increasingly static, fragile, and costly. The company’s international customer service operations span 20 contact centers worldwide and operate 24-7. Downtime was not an option, leading to the need to consolidate the vast tech stack and implement CXone. In close collaboration with the NICE service team, CXone is being heralded as the company’s most successful and seamless transition to a new technology solution to date.