ININ Interactive Intelligence Grp., Inc.

InfoCision Begins Initiative to Replace Remaining Contact Center Technology with Interactive Intelligence Software INDIANAPOLIS, and AKRON, Ohio, May 17 /PRNewswire-FirstCall/ -- InfoCision Management Corp., an award-winning teleservices firm serving nonprofit and Fortune 500 clients throughout North America, has signed a deal to replace its remaining contact center technology at all 21 sites in Ohio, Pennsylvania and West Virginia with software from Interactive Intelligence Inc. . (Logo: http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO ) Ten of InfoCision's contact centers already run the Interactive Intelligence software. The InfoCision add-on order, which was submitted to Interactive Intelligence last quarter, will enable the teleservices firm to convert its remaining 11 centers by the end of May. This final phase of conversion includes replacing the rest of InfoCision's SER systems with Interactive Intelligence's Interaction Dialer(R) software. InfoCision has already converted seven of the 11 contact center sites. "Using Interactive Intelligence software in all our contact centers will enable us to provide our clients with a more customized experience while, at the same time, reducing costs," said Scott Armstrong, InfoCision's vice president of contact center technologies. "We get the added benefit of working with a vendor that gives us virtually unlimited access to its technical team, which helps us respond more quickly and effectively to client requirements." InfoCision purchased its first Interactive Intelligence system in 2000 when it began phasing out existing contact center products from Aspect, and dialer products from Melita and SER Solutions. The Interactive Intelligence system included a bundled communications application suite, called Customer Interaction Center(R) (CIC), for automatic call distribution, interactive voice response and other functionality; and Interaction Dialer, an add-on product to CIC providing inbound and outbound blended dialing and campaign management. Prior to the conversion, InfoCision had approximately 650 agents -- called "communicators" -- on the Interactive Intelligence software. Following conversion, approximately 1,200 communicators and another 200 supervisors and other InfoCision employees will be using the software. InfoCision is using Interaction Dialer to strengthen its inbound capabilities, a decision the company made in response to the government's increasingly onerous outbound telemarketing restrictions, according to Armstrong. "We've invested a lot of time and money to ensure compliancy with legislation from the Federal Trade and Federal Communications Commissions," Armstrong said. "A major part of this investment is the Interaction Dialer software, which provides maximum customization options so we can quickly adjust to new laws. Equally important, we can add CIC's extensive inbound capabilities incrementally by simply purchasing new ACD software licenses so clients only pay for what they need." InfoCision also uses Interactive Intelligence's network-based pre- and post-call routing product, called Interaction Director(TM), which automatically routes calls to the best location based on pre-selected criteria. It can also be used to re-route calls in the event of an emergency -- when a site goes down due to a power or telecommunications outage, for instance -- which has enabled InfoCision to maintain high levels of reliability without having to maintain redundant systems. As an add-on product to CIC, Interaction Dialer does not require a separate PBX, nor does it require telephony circuits or computer telephony integration for functions such as call recording. According to Armstrong, this architecture has helped the company increase overall reliability. "Reliability is important to any company, but for us, it's absolutely paramount given the contractual obligations we have with our clients," he said. "The Interactive Intelligence software uses fewer components compared to competitive products, thus reducing complexity and enabling us to meet maximum reliability levels. "By standardizing on the Interactive Intelligence software, we've been able to reduce costs, expand functionality, and increase reliability. This further emphasizes what we've been saying all along -- we may not be the biggest teleservices firm in the country, but we are one of the best," Armstrong concluded. About InfoCision Management Corp. Recently named the world's eighth largest outbound contact center organization, InfoCision Management Corp. is a top-50 provider of inbound and outbound teleservices for nonprofit, religious, political and commercial organizations. Through a combination of high-quality calls and cutting-edge technology, InfoCision consistently delivers the highest possible return on investment for both fundraising and corporate clients. It is this type of quality and service that has earned InfoCision an unparalleled 12-straight MVP Quality Awards, as well as two International ECHO Awards. InfoCision operates 21 contact centers throughout Ohio, Pennsylvania and West Virginia. Its telephone number is +1 330.668.1400; on the Web: http://www.infocision.com/ . About Interactive Intelligence Inc. Interactive Intelligence Inc. (NASDAQ:ININ) is a global developer of Microsoft-based business communications software for IP telephony, contact center automation, unified communications, and customer self-service. The company was founded in 1994 and has more than 1,000 customers worldwide. Recent awards include Software Magazine's 2003 Top 500 Global Software and Services Companies, Network Computing Magazine's 2003 Editor's Choice, Internet Telephony Magazine's 2003 Editor's Choice and Product of the Year, Customer Inter@ction Solutions Magazine's 2003 Product of the Year, and ContactCenterWorld.com's 2004 Members' 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 +1 317.872.3000; 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: Tina Boyes, Public Relations Coordinator InfoCision Management Corp. +1 330.670.5180 Christine Holley, Director, Market Communications Interactive Intelligence Inc. +1 317.715.8220 http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO http://photoarchive.ap.org/ DATASOURCE: Interactive Intelligence Inc. CONTACT: Tina Boyes, Public Relations Coordinator of InfoCision Management Corp., +1-330-670-5180, ; or Christine Holley, Director, Market Communications of Interactive Intelligence Inc., +1-317-715-8220, Web site: http://www.inin.com/ http://www.infocision.com/

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