ABC Financial Reduces Costs with Communications Software from Interactive Intelligence

ABC Financial, a provider of software and payment processing solutions to the fitness industry, has reported reduced costs as a result of deploying the Interactive Intelligence (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center™ (CIC).

ABC Financial says reduced costs are a result of CIC’s blended dialing, interactive voice response, and workforce management applications.

“CIC’s blended dialing has saved us money by ensuring our agents don’t sit idle waiting for the next call to come in,” said ABC Financial’s chief operating officer, Jill Dozier. “We’ve also been able to save money using CIC’s IVR, which today handles more than 12,000 calls each month without any live agent intervention.”

To further increase efficiencies thus lowering costs, ABC Financial has deployed the Interactive Intelligence workforce management application, Interaction Optimizer®.

“We no longer estimate our hiring needs,” Dozier said. “Using Interaction Optimizer® we now have an accurate and detailed view of current and projected service levels, which is enabling us to cost-effectively grow while actually improving customer service.”

ABC Financial is also using the Interactive Intelligence Interaction Recorder® application for quality assurance, and its Interaction Feedback® application for automated customer feedback surveys.

“By recording and scoring calls, we are better able to train and coach our agents,” Dozier said. “CIC’s survey application has enabled us to monitor, in real-time, customer feedback so we can immediately direct concerns to our executive team, thus saving potentially lost customers.”

ABC Financial uses CIC to support the company’s contact center agents (of whom approximately one quarter work at home) as well as other business users located nationwide. ABC Financial uses CIC to process about 135,000 inbound calls and more than 720,000 outbound calls each month.

When CIC was first deployed it replaced ABC Financial’s Avaya PBX and contact center applications. Before selecting CIC, the company reviewed products from Avaya and Nortel. ABC Financial chose CIC because of its unique architecture.

“CIC’s open, software-based, single-platform design has given us total flexibility to customize our reports and dialing campaigns,” Dozier said. “It’s also dramatically simplified system management and maximized interoperability. For instance, we have easily integrated CIC with our Salesforce.com software and Microsoft OCS for screen-pop, which has further increased efficiencies, while improving customer service.”

About ABC Financial

Established in 1981, ABC Financial is the nation’s premier provider of billing services, club management software, and membership marketing solutions to the fitness club industry. Headquartered in the Little Rock, Arkansas area, ABC Financial serves approximately 3,000 fitness clubs with approximately two million members nationwide. The company’s industry-leading club management software, DataTrak, is the most complete Web-based software in the health and fitness industry. ABC Financial can be reached at 800-622-6290, info@abcfinancial.com, or on the Net at www.abcfinancial.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 2010 Top 500 Global Software and Services Suppliers, and Forbes Magazine’s 2010 Best Small Companies in America. 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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