Interactive Intelligence ROI case study: EMS

2016 ROI AWARD WINNER! EMS Inc. deployed Interactive Intelligence Communications as a Service (CaaS) to replace an existing hosted platform and provide multichannel capabilities for its contact center. 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.
ROI: 2029%
Payback: 3 weeks
Average annual benefit: $6,189,442