EMS Selects Interactive Intelligence Cloud-Based Contact Center Solution
December 01 2011 - 10:00AM
Business Wire
EMS Inc., a provider of outsourced contact center services, has
selected Interactive Intelligence Group Inc.’s (Nasdaq: ININ)
cloud-based communications-as-a-service (CaaS) offering.
The Interactive Intelligence cloud-based offering, CaaS Contact
Center, will replace an existing hosted offering.
“Our existing hosted solution made administration and agent
monitoring difficult,” said EMS director of operations, Paul
Staehlin. “After an extensive review process of both premise-based
and hosted solutions, we chose the Interactive Intelligence CaaS
Contact Center for its broad functionality, competitive price,
maximum control, and ease-of-administration and integration.”
EMS will use CaaS Contact Center to support both business users
and contact center agents at its five locations throughout Omaha,
Neb., and Steamboat, Colo. It will use the following CaaS Contact
Center functionality: multichannel routing and queuing, interactive
voice response, unified messaging, call recording, reporting, and a
statistics delivery engine for wallboard displays. It also plans to
integrate CaaS Contact Center with its RightNow and salesforce.com
applications for screen-pop.
EMS will use a unique cloud-based hybrid deployment model from
Interactive Intelligence. “Interactive offered us a ‘local control
VoIP’ model that will enable us to maintain all our voice traffic
and call recordings on our network,” Staehlin said. “This method
gives us more control and enhanced security, plus at any time we
can easily migrate to a premise-based deployment without rewriting
applications.”
To keep up with forecasted growth, EMS plans to hire an
additional 100 agents next year. “CaaS Contact Center will enable
us to quickly and easily add new users,” Staehlin said. “With very
limited ability to make changes to our old hosted system, our
planned expansion next year would’ve been quite painful.”
The Interactive Intelligence cloud-based deployment will be
Staehlin’s fifth communications system project in his more than
20-year career. “Having done this numerous times with various
telephony platforms, the Interactive Intelligence CaaS Contact
Center is the best I’ve seen,” he said. “The tools it gives agents
to deliver efficient yet personal multichannel service will really
fast-forward our business in the coming months.”
About EMS
EMS Inc. is an outsourced contact center that provides technical
support and customer care programs to more than 45 B2B and B2C
clients worldwide. The EMS offering includes inbound and outbound
phone services, email response and support, CRM solutions,
consulting, IVR, live chat, fulfillment, and direct marketing. EMS
was founded in 1998 and is headquartered in Omaha, Nebraska. It
employs more than 250 people located at five offices throughout
Omaha, Nebraska and Steamboat, Colorado. For more information,
visit www.emscrm.com, or call 402.496.2223.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global
provider of unified business communications solutions for contact
center automation, enterprise IP telephony, and business process
automation. The company’s solutions, which can be deployed via an
on-premise or hosted model, include vertical-specific applications
for insurance and collections. Interactive Intelligence was founded
in 1994 and has more than 4,000 customers worldwide. The company is
among Forbes Magazine’s 2011 Best Small Companies in America and
Software Magazine’s 2011 Top 500 Global Software and Services
Suppliers. It employs approximately 1,000 people and is
headquartered in Indianapolis, Indiana. The company has offices
throughout North America, Latin America, Europe, Middle East,
Africa and Asia Pacific. Interactive Intelligence can be reached at
+1 317.872.3000 or info@inin.com; on the Net: www.inin.com.
This release may contain certain forward-looking statements that
involve a number of risks and uncertainties. Factors that could
cause actual results to differ materially are described in the
company's SEC filings.
Interactive Intelligence is the owner of the marks INTERACTIVE
INTELLIGENCE, its associated LOGO and numerous other marks. All
other trademarks mentioned in this document are the property of
their respective owners.
ININ-G
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