Case Study ON THE NICE SOLUTION ABOUT DIGITAL ROOM Digital Room is an online company that provides high quality printing at affordable prices for consumers and businesses. The company has about 300 agents, divided among contact centers in California, Texas, Connecticut and the Philippines. Agents handle about 5,000 inbound calls, 5,000 chats and 2,500 emails daily. Most interactions are questions about orders or products. THE CHALLENGE Before CXone, Digital Room used a Mitel PBX phone system hosted by a third- party reseller. The company also used LivePerson and Zendesk® for chat and email. This mix of disparate solutions led to issues with downtime and updates. “Downtime was our number one issue,” says Andrew Latimer, Chief Information Officer of Digital Room. “Each vendor would p

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