News : EMS Wins ROI Award for Its Interactive Intelligence Communications as a Service (CaaS) Deployment
#contactcenterworld, @Genesys, @emscrm
Indianapolis, IN, & Omaha, NB, USA, August, 2016 -- 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 an increase in ROI, according to Nucleus Research.
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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 and full project payback. 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
"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."
#contactcenterworld, @Genesys, @emscrm
Posted by Veronica Silva Cusi, news correspondent
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Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
EMS is a provider of Customer Service and Technical Support Outsourcing. We specialize in “humanizing customer service” by providing timely personal interaction to customer questions. Our full service inbound capabilities include telephone, email and live chat. We provide turnkey solutions that build customer trust and loyalty.
Published: Monday, August 8, 2016
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