Interactive Intelligence Cloud-based Contact Center Solution Helps Donnelly Communications Improve Customer Service

Donnelly Communications has reported improved customer service as a result of deploying the cloud-based contact center solution from Interactive Intelligence Group Inc. (Nasdaq: ININ).

Donnelly, a provider of outsourced contact center services, has benefitted from new multichannel routing, supervisory monitoring, and reporting features that are part of the Interactive Intelligence cloud-based communications-as-a-service solution, CaaS Contact Center.

“The Interactive Intelligence CaaS Contact Center gives us real-time call metrics and tools so we can more easily make on-the-fly adjustments to improve customer service,” said Donnelly Communications president, Dennis E. McMaster. “CaaS Contact Center also enables us to route and queue email and Web chat interactions based on agent skill-sets, which has further improved our service levels and the efficiency of our workforce.”

Donnelly has also benefitted from new supervisory features. “With CaaS Contact Center we can now record all interactions, and our supervisors can monitor and listen to live calls for real-time coaching,” McMaster said.

Donnelly replaced an on-premise Avaya system with the Interactive Intelligence CaaS Contact Center based on its breadth of features, minimal up-front capital investment, and ability to support long-term growth.

“We chose CaaS Contact Center because Interactive Intelligence offered the latest technologies delivered via the cloud and hosted in hardened data centers,” said Donnelly Communications CEO and founder, Martin D. Tighe. “This model makes us virtually independent of our office building in instances of severe weather or disasters that would restrict access to our contact center. It also provides options for remote workers, while eliminating premise-based servers so we can expand faster and easier.”

Donnelly selected a unique deployment model offered exclusively by Interactive Intelligence. “We chose the Interactive cloud-based local control VoIP model because it lets us keep our voice traffic and call recordings on our network for added control and security,” Tighe said.

Donnelly also selected Interactive Intelligence because of its long-term viability. “Interactive has been around since 1994, offers a rich customer referral base, and has been ranked highly by leading industry analysts such as Gartner and Frost & Sullivan,” McMaster said.

According to McMaster, Interactive Intelligence also offered the benefits of personalized service. “Interactive came on-site for our kick-off meeting and proved instrumental in helping us draft our training and deployment plans,” he said. “They also helped us through some complex call mapping and call flow solutions for several clients, which resulted in successful deployments.”

Today, Donnelly uses CaaS Contact Center to support its contact center and business users at its headquarters in Atlanta. The cloud-based solution gives Donnelly applications for workforce management, multichannel routing and queuing, Web chat, call recording, reporting, supervisory monitoring, and a statistics engine for wallboard display. The company has also integrated CaaS Contact Center with its billing and payroll systems.

About Donnelly Communications

Donnelly Communications Inc. provides contact center services that support each stage of the customer life cycle. Donnelly’s services, which are offered 24/7, 365 days a year, help clients realize maximum return on investment through proprietary technology, motivated and well-trained customer-service professionals, quality-driven processes, and a client-centered approach. The company’s client base is composed of multichannel retailers and brand-conscious companies nationwide. Donnelly was founded in 1981 and is headquartered in Atlanta, Georgia. It employs more than 240 people. For more information, visit www.donnellycommunications.com or call +1 800.870.0017.

About Interactive Intelligence

Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services. The company’s unified IP business communications solutions, which can be deployed on-premise or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 4,000 customers worldwide. The company is among Forbes Magazine’s 2011 Best Small Companies in America and Software Magazine’s 2011 Top 500 Global Software and Services Suppliers. It employs more than 1,000 people and is headquartered in Indianapolis, Indiana. The company has 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 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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