EMS Selects Interactive Intelligence Cloud-Based Contact Center Solution

Outsourced contact center makes selection to increase management control and add functionality

INDIANAPOLIS & OMAHA, Neb.--(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 IntelligenceCaaS 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 IntelligenceCaaS 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 [email protected]; 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

EMS Inc.Mitch Johnson, CEO and President, 402-496-2223
[email protected]
or
Interactive IntelligenceChristine Holley, Senior Director of Market Communications, 317-715-8220
[email protected]
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Source: Interactive Intelligence