EMS, a provider of outsourced contact center services,
has selected Interactive Intelligence Group’s 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.

EMS will use CaaS Contact Center to support both business
users and contact center agents at its five locations. It will use the CaaS
Contact Center functionality such as 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.

To keep up with forecasted growth, EMS plans to hire an
additional 100 agents next year.

By Telecomlead.com Team
[email protected]