Contact Center Excellence 888-582-4548 / 920-427-2255 / www.lucilium.com / inquiry@lucilium.com Case Study Challenge A large distributor of goods entered into their third year with Interactive Intelligence. They were experiencing difficulties implementing upgrades, resolving issues, and managing enhancements to the system. The number of departments, diversities, and silos of operations were causing inconsistent use, knowledge gaps, communication issues, and adoption discrepancies. These challenges were beginning to degrade the success of the investment. Defects, service outages, and poor use were increasing at a concerning rate. Effort Following an assessment of their support teams, departments, use, and culture, it reveal

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