ININ Interactive Intelligence Grp., Inc.

Bristol-based outsourcer, Orchestra Group, has deployed contact centre automation software by Interactive Intelligence, called Customer Interaction Center(R) (CIC). The CIC investment enables Orchestra to offer a totally integrated, IP-based customer service solution encompassing inbound and outbound call processing, e-mail, Web chat and collaboration, speech recognition, messaging, and predictive dialling. "We added Interactive Intelligence to our initial supplier list with eight other vendors that matched our specific immediate and long-term requirements," said Leslie Etheridge, special projects director at Orchestra. "We selected Interactive Intelligence because we believed it would provide excellent support, and would give us more opportunity than some larger vendors to shape product direction, thus helping us more quickly respond to business propositions from new and existing clients. The Interactive Intelligence CIC product matched our feature criteria, while its unique single-platform, standards-based software architecture offered increased flexibility and investment protection." Reporting was also high on the list of requirements for Orchestra, according to David Paulding, regional sales manager for Interactive Intelligence U.K. "The majority of Orchestra's clients use its entire service offering - from print and mailing, to direct response and inbound/outbound campaigns," Paulding said. "Using CIC, Orchestra can now view all IVR, e-mail, phone and other interaction activity in a single report instead of multiple reports that make end-to-end reporting and quality monitoring difficult to impossible." Orchestra's call centre operation takes an average of between 4,000 and 5,000 calls per day, in addition to other forms of interactions. Agents are multi-skilled to handle different media types, so when call fluctuations occur CIC can "blend" routing activity, thus enabling agents to more quickly reply to customer e-mail and faxes. Training agents to use CIC was easy because it runs under the Windows operating system, with which most people are 'au fait,' according to Etheridge. "Feedback from our agents is that they love the system, and in the two months since installing CIC, agent productivity is already on the increase," Etheridge said. Orchestra's clients are also benefiting from CIC's ease-of-customization, which the company can now perform in-house, thus cutting costs. "With CIC, we are able to be more creative in providing enhanced, in-house services to clients while still containing costs," Etheridge said. "This translates into superior service for our clients' customers, which gives them a critical competitive advantage." Orchestra offers outsourced call centre services to blue-chip, utilities and government clients. It began its business 50 years ago specialising in security printing services. This service evolved from continuous print and laser facilities, to direct mail fulfillment campaigns, security planning, debt management and response handling services, which is supported by its 100-seat contact centre. More information about Orchestra can be found at www.orchestrabristol.co.uk. About Interactive Intelligence Inc. Interactive Intelligence Inc. (Nasdaq:ININ) is a global developer of business communications software for contact centre automation, enterprise IP telephony, unified communications, and self-service automation. The company was founded in 1994 and has more than 2,000 customers worldwide. Recent awards include Software Magazine's 2005 Top 500 Global Software and Services Companies, Miercom's 2005 Best Integrated Multimedia IP Contact Center product award, and Frost & Sullivan's 2005 Excellence in Technology of the Year award. Interactive Intelligence employs approximately 400 people and is headquartered in Indianapolis, Indiana, U.S.A. The company has 15 offices throughout North America, Europe and Asia Pacific. The European corporate office is located in Uxbridge, England and serves more than 350 customers throughout EMEA. The company has sales offices in the Netherlands, Sweden, Germany and Poland. Its phone number is: +44 20 8867 3670; 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.