While many call center organizations have discovered the value of cloud-based contact center solutions in recent years, one group – call center outsourcing service providers – have found them particularly valuable. However, not all products are created equal, and many existing solutions are simply not meeting the needs of large contact center companies with complex needs.

One company, call center outsourcer EMS, has announced that it has recently implemented Interactive Intelligence’s (News - Alert) cloud-based communications-as-a-service (CaaS) offering. With the new solution, it will be replacing an existing cloud-based solution that was not meeting its needs.

“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 Intelligence CaaS Contact Center for its broad functionality, competitive price, maximum control, and ease-of-administration and integration.”

Interactive Intelligence's CaaS Contact Center will help EMS support both business users and contact center agents at its five locations throughout Omaha, Nebraska and Steamboat, Colorado. With the implementation of the solution, EMS will gain all the functionality it requires: multichannel routing and queuing, interactive voice response (IVR), unified messaging, call recording, reporting, and a statistics delivery engine for wallboard displays.

Another critical element of a high quality cloud-based contact center platform is its ability to integrate with critical legacy solutions. Many providers' solutions are not capable of this kind of integration. EMS had integration in mind when it chose Interactive Intelligence's solution. The call center will be able to integrate CaaS Contact Center with its existing RightNow and salesforce.com applications for screen-pop and customer relationship management (CRM).

EMS plans to use a 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,” said Staehlin. “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.”