About SumTotal Systems SumTotal Systems is a learning management software company that develops human resources training for Fortune 500 and smaller compa- nies. Located in Gainesville, Florida, SumTotal has 200 agents around the globe who handle around 58,000 inbound product support calls monthly. The Challenge Old On-Premises System was Unreliable and Complex to Manage Before moving to CXone, SumTotal Systems was working with an out- dated, on-premises system that was unreliable and required upgrades every time the company wanted access to new features. The old system also had a complex IVR that was difficult to manage. “We had to hire Professional Services to come in and make scripting updates,” says Balaji Balaraman, Senior Director of Customer Support. “The system wasn’t simp

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