Contact Center Excellence 888-582-4548 / 920-427-2255 / www.lucilium.com / inquiry@lucilium.com Case Study Challenge A large manufacturer of consumer goods acquired a company and started a migration from Avaya to Interactive Intelligence. The schedule was aggressive and the contact center was apprehensive of the technology. Unfortunately the contact center teams did not have the bandwidth or wherewithal to properly align their reporting requirements with the new technology. Soon after go-live, the team realized the data, calculations, percentages, and summaries did not fully align with their needs. In addition, there were untapped operational advantages the technology offered, but the business teams expressed hesitation du

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