EMS, Inc.

EMS, Inc. harnesses the cloud to meet diverse client needs

EMS, Inc., is a full-service contact center that provides outsourced customer support. Founded in 1998, they provide multichannel customer care solutions and guarantee timely and personalized service. Though they are a single outsourced contact center, they operate as 12 distinct centers — all with vastly unique configurations. In total, they manage more than 500 phone numbers, and have about 400 inbound call profiles with more than 400 workgroups.

As an outsourced contact center, EMS meets a diverse set of client needs. To provide these varied services, EMS deployed a hosted contact center solution, which eventually couldn’t keep up with the company’s needs. With their previous solution, the limited customization, control and visibility compromised customer service.

Eventually, EMS sought a new contact center solution that was nimbler and gave them more control, and they chose the Genesys PureConnect™ solution to meet their needs. Now, the company has all the tools they need at their fingertips.

Benefits

Saved hundreds of thousands of dollars annually on IT resources
Ease of use wins new business
10% increase in agent efficiency
2.5% reduction in call abandon rates
50% reduction in agent turnover

Challenges

Lack of control hinders customer responsiveness
Limited customization restricts business and efficiency
Lack of innovative features threaten to diminish customer experience

Product

Genesys PureConnect

Solutions

Read the customer story

“We manage hundreds of agents and hundreds of numbers, yet because of the ease of use of the PureConnect platform, we’re doing that with just one dedicated administrator. It’s really unheard of, and as a result and, it has saved us hundreds of thousands of dollars annually.”

Paul Staehlin, Director of Operations, EMS

+1.888.436.3797

Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.