Case Study ON THE NICE SOLUTION ABOUT GLOBAL INDUSTRIAL For over 60 years, Global Industrial has provided private label and brand name industrial equipment and supplies to businesses throughout North America. It employ about 500 agents, spread across multiple locations, who handle around 6,000 calls per day. THE CHALLENGE Global Industrial’s decades-old Avaya system was reaching end-of-life. It didn’t offer the functionality to support their growing business such as call monitoring, in-depth analytics or real-time reporting. “Our old on-premises Avaya system no longer fit the needs of our business,” says Manoj Shetty, CIO for Systemax, the parent company of Global Industrial. At the same time, Global Industrial’s business was growing, and they didn’t have visibility into importan

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