ININ Interactive Intelligence Grp., Inc.

State of Indiana Uses Communications Software from Interactive Intelligence to Provide Convenient Access to Agency Services INDIANAPOLIS, Nov. 24 /PRNewswire-FirstCall/ -- The state of Indiana has rolled out communications software from Indiana-based Interactive Intelligence Inc. to provide more convenient access to information about child support payments and nursing certifications to Hoosiers throughout the state. (Logo: http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO ) The state is providing this information via the software's interactive voice response application. IVR has been used for years by many industries, including the credit card industry, where it enables card-holders to get automated account information 24 hours a day, seven days a week using a touchtone phone. The state's Division of Information Technology (DoIT) installed Interactive Intelligence's IVR to capitalize on cost savings that can be realized by providing services that are shared across agencies, according to Laura Larimer, chief information officer for the state of Indiana. The first two agencies to take advantage of the new technology are the Indiana Family & Social Services and the Indiana State Department of Health. "We continually look for ways that new and innovative technologies can allow citizens to more conveniently access government services," Larimer said. "We looked at IVR software from a lot of different vendors and were thrilled to find that the best software to meet our needs was Hoosier born and bred." FSSA uses the IVR to enable individuals either paying or receiving child support to find out the status of their support payments 24x7 by calling (800) 840-8757. The information can be accessed via any touchtone phone. The IVR has processed between 350,000 and 400,000 incoming child support calls monthly since installation. "Custodial parents all over the state appreciate being able to obtain information about their support payments at any time of the day or night," said Karla Mantia, deputy director of child support at FSSA. "The IVR not only gives parents more convenient service, but it frees up time, which allows our employees to give personal attention to more complex inquiries." Citizens wanting to verify nursing certifications can do so through the service provided by the ISDH at (317) 237-7920. The agency reported that the IVR has processed about 3,000 calls per month since installation. Communications solution provider, Expanets of Indiana, recommended, designed and installed the state's new IVR. The company's local team of account managers and service technicians provides ongoing maintenance and support. "State and local governments that are under severe budget constraints are turning to technologies such as speech and IVR to help increase their responsiveness to constituents and at the same time reduce costs," said Yankee Group senior analyst, Art Schoeller. "By deploying a standards-based platform like Interactive Intelligence's, and with the help of a capable value-added reseller such as Expanets, the state of Indiana ideally exemplifies this trend." The Interactive Intelligence IVR application runs on the company's Windows 2000-based Interaction Center Platform(R). The IVR enables organizations to easily create scripts of virtually unlimited complexity with no arbitrary limits on the number or depth of menus. Features include text-to-speech, speech recognition, wide-ranging database access, mainframe connectivity, pre- built reports, multiple interface points for integration to existing telephony and IT systems, built-in monitoring and system logs, multi-server clustering for scalability, a menu-driven tool for administration, and a graphical user interface for customization. The Interaction Center Platform(R) also enables organizations to maintain customized applications across telephony interfaces and add other interaction management applications - such as multimedia routing, Web chat and unified messaging - without investing in additional hardware or maintaining redundant systems. The platform was designed to reduce costs and simplify management by providing a centrally administered and maintained system from which multiple contact center and business applications can be accessed. "As a locally based company, it's especially gratifying to know that the benefits of our technology - both in the form of cost reduction and customer service enhancements - can be passed on to tax payers throughout the state of Indiana," said Dr. Donald E. Brown, president and chief executive officer of Interactive Intelligence. About Interactive Intelligence Inc. Interactive Intelligence Inc. (NASDAQ:ININ) is a global developer of software for IP telephony, contact center automation and unified communications. The company was founded in 1994 and has more than 1,000 customers worldwide. Recent awards include Software Magazine's 2002 Top 500 Global Software and Services Companies, the Deloitte & Touche 2002 Technology Fast 500, Network Computing Magazine's 2003 Editor's Choice, and Internet Telephony Magazine's 2003 Editor's Choice. Interactive Intelligence employs approximately 350 people and is headquartered in Indianapolis, Ind. The company has 12 offices throughout North America, Europe and Asia. Its telephone number is (317) 872-3000; 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: Laura J. Larimer Chief Information Officer State of Indiana (317) 232-6750 Christine Holley Director, Market Communications Interactive Intelligence Inc. (317) 715-8220 http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO http://photoarchive.ap.org/ DATASOURCE: Interactive Intelligence Inc. CONTACT: Laura J. Larimer, Chief Information Officer of State of Indiana, +1-317-232-6750, or ; or Christine Holley, Director, Market Communications of Interactive Intelligence Inc., +1-317-715-8220, or Web site: http://www.inin.com/

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