Case Study: SumTotal Systems achieves increased efficiency and reliability with NICE Systems' CXone

SumTotal Improves Customer Experience by Developing Mobile Support App with CXone APIs

SumTotal Systems, a Gainesville-based learning management software company supporting Fortune 500 and smaller clients, operates about 300 agents handling roughly 2,000 product support calls per month. Their legacy on‑premises contact center was unreliable, required frequent upgrades, and had a complex IVR that needed outside Professional Services to update.

SumTotal moved to the NICE inContact CXone cloud platform, integrating CXone with Salesforce and using CXone APIs and Voice as a Service to build a mobile support app and consolidate telephony. The switch improved phone reliability, increased agent productivity, enabled faster international toll‑free rollouts, simplified billing, and delivered more efficient, personalized customer support.

SumTotal Systems

Balaji Balaraman

Senior Director of Customer Support