Interactive Intelligence Honors Reseller, EDCi, for Most Visionary Customer Software Deployment

Interactive Intelligence (Nasdaq: ININ), a global provider of unified IP business communications solutions, has honored reseller, Elite Partner EDCi, with its annual Vision Award.

EDCi received the award for deploying the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center™ (CIC), to help Digi-Key Corp. improve customer service and increase agent productivity through automated e-mail queuing and management.

“EDCi used CIC to create a number of customized e-mail queuing and management applications that helped Digi-Key increase customer response time and reduce production delays,” said Interactive Intelligence vice president of sales for North America, Paul Weber. “The benefits of this visionary solution include a decrease in average e-mail response time of several hours, a 30 percent increase in agent productivity, and a 22 percent decrease in costs based on projected payroll expense.”

Prior to the CIC deployment, Digi-Key found it increasingly difficult to efficiently process the more than 2.3 million interactions it was receiving by e-mail each year. With record sales forecast and an e-mail solution that had reached its capacity, Digi-Key began searching for a new e-mail solution that would scale to meet its rapidly expanding needs.

“Before our CIC deployment, agents in a shared e-mail group ‘pulled’ their work from an inbox,” said Digi-Key’s director of sales and customer service, Linda Johnson. “This created a perfect environment for ‘cherry-picking’ and was not an efficient way to handle interactions. Agents decided when they had time to do the work instead of the system directing it. Reporting capabilities were also deficient and we had limited access to real-time supervisory information. Disjointed workflow from department to department further compounded our inefficiencies.”

To address these issues, EDCi used CIC to create a customized solution for e-mail queuing and management. This included the deployment of skills-based routing, new workflow processes, a 360 degree search capability, and a conversation threading feature.

“Among our key customizations for Digi-Key was the 360-degree search engine capability, which enabled agents to quickly find pre-queue, in-queue, pending, picked-up, processed, and stored e-mails,” said EDCi’s vice president, Nick Tseffos. “We also deployed conversational threading, which enabled Digi-Key customers to receive service from the same agent.”

EDCi also integrated CIC to Digi-Key’s document management platform, FileNet, so that all e-mails and attachments are easily uploaded following an interaction. “The CIC integration to FileNet has saved Digi-Key agents valuable post-e-mail wrap-up time, while also reducing the amount of time spent searching for FileNet objects,” Tseffos said.

Today, Digi-key uses the customized CIC solution to queue and route more than 2.3 million interactions annually to its contact center agents across the U.S., Korea, Hong Kong and Europe.

“EDCi’s customized CIC solution has helped us absorb record sales this year with minimal staff additions in our core sales areas,” Johnson said. “With the ability to set multiple skills and move agents in and out of skills based on workload, we’ve been able to lend resources to other areas of the sales and customer service organization. This has enabled us to better use our existing staff in order to maintain service goals.”

Interactive Intelligence selects one reseller each year for its Vision Award. The company honored EDCi with the award during the vendor’s 12th annual Partner Conference held in October. More than 400 people attended the event representing the company’s 300 resellers worldwide.

About EDCi

EDCi is an enterprise-wide solutions provider, supplying products and services to organizations worldwide. The company specializes in enterprise communications software, application delivery, virtualization, network infrastructure, SAN solutions, and staff augmentation. EDCi also has proven expertise in strategic needs assessment, project management, design, installation, risk management, training, and post-sales support. The company was founded in 1988 and today has several hundred customers representing a wide variety of industries, including insurance, retail, finance, health care, high-tech, distribution, utility, transportation, and manufacturing. EDCi is headquartered in Appleton, Wisconsin and employs 55 associate. The company can be reached at +1 800.332.3553, or info@edci.com; on the Net: www.edci.com.

About Interactive Intelligence

Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company was founded in 1994 and has more than 3,500 customers worldwide. Interactive Intelligence is among Software Magazine’s top 500 global software and services suppliers, is a BusinessWeek “hot growth 50” company, and is among Fortune Small Business magazine’s top 100 fastest growing companies. The company is also positioned in the leaders’ quadrant of the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report (Feb. 22, 2010). Interactive Intelligence employs approximately 800 people and is headquartered in Indianapolis, Indiana. It has 16 offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000, or info@inin.com; on the Net: www.inin.com.

This release may contain 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.

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