SumTotal Systems Enhances Customer Support with Cloud

As a subsidiary of Skillsoft, a well-known content management company, SumTotal Systems has carved out an impressive niche in the learning management space.

Along with a suite of HR products, the company provides training, compliance, professional certification, and other types of content to practically every industry, from pharmaceuticals to universities.

Administrators and end users all depend on SumTotal for support and answers to questions — even help with resetting their passwords. But as the company struggled with a decades-old, on-premise system, it was becoming increasingly difficult to provide customers the quality of support they needed and expected.

An acquisition in 2011 proved to be especially fortuitous for SumTotal. The acquired company was already a NICE CXone customer, which made bringing SumTotal onto the CXone cloud CX platform and rolling out CX products system-wide a natural progression. SumTotal has never looked back.

From CXone Omnichannel Routing, ACD/IVR and Reporting, SumTotal has continued to add CXone products to its contact center operations, including CXone Agent for Salesforce®, CXone APIs and CXone Voice as a Service (VaaS). And the company continues to realize a whole host of benefits.

The support SumTotal provides to customers has improved immensely as has agent productivity driven by the integration of CXone with Salesforce.

And for the company and its contact center overall, efficiency is up, system reliability has improved, and management of the program is much easier. Consolidating software and telephony requirements with NICE CXone has helped simplify everything, even invoicing, which reduces paperwork and saves time.

Some of that time is now spent exploring new ways to support customers, including development of a mobile app. With NICE CXone’s open and flexible APIs (application programming interfaces), SumTotal’s new mobile app will allow end users to get the support they need without even having to call in.

With the APIs, there are ongoing plans for innovation — adding a third-party chatbot could be next!

Read more about SumTotal's results.