Contact Center Solutions Industry News

TMCNet:  Interactive Intelligence Introduces Interaction Process Automation™

[June 22, 2009]

Interactive Intelligence Introduces Interaction Process Automation™

INDIANAPOLIS --(Business Wire)-- Interactive Intelligence (News - Alert) (Nasdaq: ININ), a global provider of unified IP business communications solutions, is introducing a new communications-based process automation product called Interaction Process Automation™ (IPA).

IPA is designed to reduce costs and provide a quantifiable return on investment for unified communications by automating processes that are far more efficient than their manual counterparts, enabling companies to accomplish more with fewer required resources.

"IPA is a completely new approach to process automation," said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. "We've taken mature communications technology and applied it to the broader area of business process automation. IPA helps organizations increase efficiencies and cut costs by decreasing the number of employees and the amount of time involved in a given business process; by eliminating process latency; by reducing the chance for human error; and by providing standardized methods for handling business processes." Interactive Intelligence developed IPA as an alternative to traditionally complex process management suites and tool-kits, which require extensive professional services, costly custom programming, and lengthy implementation cycles. The company has leveraged its IP-based unified communications platform to orchestrate the delivery of work, and give organizations everything they need to capture, prioritize, route, escalate and track each step of a business process.

Core Interactive Intelligence UC platform functionality adapted for process automation includes the following: Contact center-style queuing and routing are used for accurate and flexible prioritization and distribution of process work.

Enterprise presence becomes "process presence," indicating availability for a work assignment and speeding processing time.

Automated escalation functionality ensures that service level goals are met.

Recording becomes an essential part of compliance for business processes.

Real-time monitoring provides management visibility into every step of the work process.

End-to-end reporting delivers the ability to manage and measure each process attribute.

VoIP provides complete location-independence, enabling employees to participate in businesses processes from anywhere in the world.

The link between business process automation and unified communications is evident as shown in a recent survey of CIOs and IT leaders conducted by IDG Research in conjunction with CIO magazine. The results showed that 87 percent of respondents saw a clear relationship between UC and business process automation, with 50 percent stating that they believed communications technology could effectively be used to automate business processes. To view the "Automating for Efficiency" whitepaper based on IDG's survey results, visit: www.inin.com/ipa.

IPA targets mid-size to large organizations across all industries that require the automation of multi-step, people-centric business processes. Examples include new employee on-boarding, lead management, insurance claims processing, loan application management, new student enrollment, requests for government services, order discount approvals, and many others.

IPA will be distributed through select Interactive Intelligence certified resellers and through the company's direct sales force.

IPA is planned for general availability worldwide in Q4 2009.

For more information about IPA, visit: www.inin.com/ipa.

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 enterprise messaging. The company was founded in 1994 and has more than 3,000 customers worldwide. Interactive Intelligence is among Software Magazine's top 500 global software and services suppliers, is ranked among Network World's (News - Alert) top 200 North American networking vendors, 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 (News - Alert) 2008 Contact Center Infrastructure, Worldwide Magic Quadrant report. Interactive Intelligence employs approximately 600 people and is headquartered in Indianapolis, Indiana. It has six global corporate offices with additional sales offices throughout North 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 (News - Alert) 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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