EMS Wins ROI Award for Its Interactive Intelligence Communications as a Service (CaaS) Deployment

Analyst firm Nucleus Research has selected EMS, an outsourced customer service provider, as a winner of its 13th annual Technology ROI Awards for its deployment of Interactive Intelligence Communications as a Service℠ (CaaS), a single-tenant customer engagement cloud solution.

By deploying CaaS, EMS created efficiencies, improved staff productivity and increased profits resulting in a 2,029 percent ROI, according to Nucleus Research. The full case study is available here: www.inin.com/content/nucleus-research-roi-case-study-ems.

Prior to working with Interactive Intelligence, most of EMS’s inefficiencies were rooted in an existing hosted contact center application that had high maintenance costs and limited capabilities.

Nucleus Research determined the implementation of CaaS turned this around, resulting in an average annual benefit of over $6 million and full project payback within three weeks. By deploying CaaS, “Nucleus found that EMS’s strategy enabled it to retire a hosted legacy system, eliminate staff needed to support and maintain the legacy system, improve staff productivity in all areas, and increase profits with new business opportunities as a result of the ability to use technology to differentiate services and win new business.”1

Other cited benefits were strengthened customer service delivery, reduced maintenance costs, a 40 percent increase in agent productivity across all five locations, and enhanced reporting and visibility.

“While humbled we received an ROI Award, we aren’t surprised that Nucleus Research confirmed the major tangible returns we’ve experienced since deploying CaaS,” said EMS Director of Operations Paul Staehlin. “After more than five years, CaaS continues to be the total package, offering the kind of business and technical benefits cited by Nucleus Research.”

According to Nucleus, “Deployment of CaaS has provided EMS with a multichannel platform that is flexible, has the ability to be customized in-house, and has the functionality to meet the expansion of EMS’s business.”1

“When we first started looking at a replacement solution, Interactive Intelligence’s CaaS immediately stood out from other vendors based on its rich feature set, integration capabilities and value,” Staehlin said. “We also liked that we could customize CaaS to match the way we operate—today and tomorrow—while giving us the internal control that’s right for our business.”

Today EMS relies on CaaS to support inbound and outbound phone services, email interactions, live chat, IVR and more. EMS has also integrated CaaS with its Salesforce.com Sales Cloud application.

The ROI Awards recognize companies whose skillful deployment of IT solutions has produced a positive, bottom-line financial return on investment. For more information about the awards, visit http://roiawards.com/.

1 Nucleus Research, "Customer Relationship Management ROI Case Study: Interactive Intelligence, EMS Inc.," Rebecca Wettemann, Barbara Peck, June 2016.

About EMS

EMS Inc. is an outsourced contact center that provides technical support and customer care programs to more than 45 clients worldwide. The EMS offering includes inbound and outbound phone services, email response and support, CRM solutions, consulting, IVR, live chat, fulfillment, technical support, direct marketing and social media monitoring. EMS was founded in 1998 and is headquartered in Omaha, Nebraska. It employs approximately 250 people and has five offices throughout Omaha, Nebraska and Steamboat, Colorado. For more information, call 402-496-2223 or visit us online at www.emscrm.com.

About Interactive Intelligence

Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global leader of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 20-plus year history of industry firsts, 150-plus pending patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability, scalability and security. It's also the only company recognized by the top global industry analyst firm as a leader in both the cloud and on-premises customer engagement markets. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide. For more information, visit www.inin.com.

Interactive Intelligence is the owner of, and holds certain registrations for, the marks INTERACTIVE INTELLIGENCE, its associated LOGO, PURECLOUD and numerous other trademarks and service marks in the United States and various other jurisdictions around the world. All third-party trademarks mentioned in this document are the property of their respective owners.

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