Case Study: EMS, Inc achieves scalable, customizable, cost-saving cloud contact center operations with Genesys PureConnect

Contact Center Outsourcer Harnesses The Cloud To Meet Diverse Client Needs

EMS Inc., an Omaha‑based contact center outsourcer supporting 12 distinct centers (175–300 agents seasonally) and hundreds of phone numbers and inbound profiles, struggled with a hosted solution that limited control, customization and visibility. Slow vendor response times and narrow IVR/security options hindered agility, made it hard to meet varied client requirements and threatened EMS’s ability to offer modern omnichannel customer experiences.

EMS migrated to the Genesys PureConnect cloud platform, using IVR, ACD, email, chat, recording, the Interaction Web Portal and extensive APIs; the complex switch was completed in four months with no client complaints. The new platform let EMS run dozens of client configurations with a single administrator—saving hundreds of thousands annually—delivered 100% uptime, sped up integrations (live demos in days), increased agent efficiency by ~10% (68% to 76%), cut abandon rates from 6.5% to 4% and significantly reduced agent turnover, enabling faster service, new business wins and scalable growth.

EMS, Inc

Paul Staehlin

Director of Operations