EMS Selects Interactive Intelligence Cloud-Based Contact Center Solution

EMS Inc., a provider of outsourced contact center services, has selected Interactive Intelligence Group Inc.'s cloud-based communications-as-a-service offering.

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 as well plans to integrate CaaS Contact Center with its RightNow and salesforce.com applications for screen-pop.

EMS will use a unequalled cloud-based hybrid deployment model from Interactive Intelligence. "Interactive offered us a 'local control VoIP (Voice over Internet Protocol)' 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."

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 but personal multichannel service will in effect fast-forward our business in the coming months."

EMS Inc. is an outsourced contact center that provides technical support and customer care programs to more than 45 B2B and B2C customers 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.

Interactive Intelligence Group Inc. 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 clients 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 roughly 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.