ININ Interactive Intelligence Grp., Inc.

Interactive Intelligence Upgrades Intelligent Multi-Site Routing Software New features designed to increase scalability, simplify administration, and improve skills-based routing and multimedia queuing INDIANAPOLIS, June 29 /PRNewswire-FirstCall/ -- Interactive Intelligence Inc. (NASDAQ:ININ), a global developer of business communications software, announced upgrades to its intelligent multi-site routing software, Interaction Director(R). (Logo: http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO ) Interaction Director offers network-based pre- and post-call routing to help distributed organizations with high call volumes meet service level goals, while improving customer satisfaction, reducing cost and complexity, and incorporating a disaster recovery strategy. The upgraded product, offered as an add-on to the company's contact center automation software, Customer Interaction Center(R) (CIC), is scheduled for general availability June 30, and includes enhancements designed to increase scalability, simplify administration, and improve skills-based routing and multimedia queuing. "The latest Interaction Director enhancements further add value to a product that has helped us address the challenge of cost-effectively and simply deploying a network-based routing product," said Scott Armstrong, vice president of contact center technologies for InfoCision Management Corp., the world's third largest privately held teleservices company. Increased Scalability Interaction Director now offers optimized configuration updates between the Director and monitored CIC servers for better efficiency and capacity, which has increased scalability from about 1,000 agents, to about 4,000 agents based on call volume. Simplified Administration All Interaction Director configurations can now be accomplished using a graphical user interface tool, Interaction Administrator(R), which offers intuitive drag-and-drop functionality to configure interaction parameters, such as priority and in-queue timeouts, error recovery, skill assignment, pre- queue overflow conditions, and more. Improved Skills-based Routing & Multimedia Queuing Interaction Director now offers additional criteria that can be factored into skills-based routing. The product can also now evaluate the entire pool of waiting interactions coming from all queues on all monitored CIC servers. New e-mail queuing enables organizations to process e-mail as efficiently and effectively as calls. Other Interaction Director enhancements include improved reporting and supervisory monitoring, increased reliability, and additional customization options for scoring. "We built Interaction Director as an alternative to traditional routing products that force organizations to learn new interfaces for administration and management, integrate a multitude of new products and servers, and sacrifice open standards," said Interactive Intelligence president and chief executive officer, Dr. Donald E. Brown. "The latest version of Director builds on its inherent advantages, giving distributed organizations the lowest total cost of ownership, along with the fastest return on investment." Interaction Director was first released in 1999 and is targeted at in- house multi-site contact centers, and distributed teleservices firms. The latest release is offered through Interactive Intelligence's global network of approximately 160 value-added resellers. For more information about Interaction Director, visit http://www.inin.com/Products/Director/director.asp . About Interactive Intelligence Interactive Intelligence Inc. (NASDAQ:ININ) is a global developer of business communications software for IP telephony, contact center automation, unified communications, and customer self-service. The company was founded in 1994 and has approximately 1,500 customers worldwide. Recent awards include Software Magazine's 2004 Top 500 Global Software and Services Companies, the 2004 Network World 200, and Frost & Sullivan's 2004 Product Innovation Award. Interactive Intelligence employs approximately 350 people and is headquartered in Indianapolis. The company has 12 offices throughout North America, Europe and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or ; on the Web: http://www.inin.com/. This release contains certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings. Interactive Intelligence Inc. is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners. Contacts: Christine Holley Director, Market Communications Interactive Intelligence Inc. +1 317.715.8220 Grace Paik The Horn Group +1 415.905.4041 http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO http://photoarchive.ap.org/ DATASOURCE: Interactive Intelligence Inc. CONTACT: Christine Holley, Director, Market Communications of Interactive Intelligence Inc., +1-317-715-8220, ; or Grace Paik of The Horn Group, +1-415-905-4041, Web site: http://www.inin.com/ http://www.inin.com/Products/Director/director.asp

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