[December 06, 2011] EMS Selects Interactive Intelligence Cloud-Based Contact Center Solution Tweet Dec 06, 2011 (Close-Up Media via COMTEX) -- EMS, a provider of outsourced contact center services, has selected Interactive Intelligence Group's cloud-based communications-as-a-service offering. "Our existing hosted solution made administration and agent monitoring difficult," said EMS director of operations, Paul Staehlin, in a release. "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. "Interactive offered us a local control VoIP model that will enable us to maintain all our voice traffic and call recordings on our network. 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. "CaaS Contact Center will enable us to quickly and easily add new users. With very limited ability to make changes to our old hosted system, our planned expansion next year would've been quite painful. Having done this numerous times with various telephony platforms, the Interactive Intelligence CaaS Contact Center is the best I've seen. "The tools it gives agents to deliver efficient yet personal multichannel service will really fast-forward our business in the coming months." The Interactive Intelligence cloud-based offering, CaaS Contact Center, will replace an existing hosted 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. EMS will use a cloud-based hybrid deployment model from Interactive Intelligence. To keep up with forecasted growth, EMS plans to hire an additional 100 agents next year. Interactive Intelligence Group is a provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. ((Comments on this story may be sent to [email protected])) [ Back To TMCnet.com's Homepage ]