Profile: Interactive Intelligence Inc (ININ.O)

Interactive Intelligence, Inc. (Interactive Intelligence), incorporated in 1994, is a provider of software application suites for voice over Internet protocol (VoIP) business communications to enterprises. The Company’s solutions are used by industries, including teleservices, financial services (banks, credit unions), insurance, higher education (universities), healthcare, retail, technology, government and business services. Interactive Intelligence offers a pre-integrated all-software Internet Protocol Private Branch Exchange (IP PBX) phone and communications solution for enterprises that rely on the Microsoft Corporation (Microsoft) platform. It also offers software products and services for multi-channel contact management, business communications, messaging using the session initiation protocol (SIP) global communications standard that supports VoIP. In May 2009, the Company acquired AcroSoft Corp., a provider of insurance content management solutions.

Customer Interaction Center (CIC)

CIC gives contact centers and enterprises a single platform and a pre-integrated all-in-one application solution for IP telephony, using multimedia automatic call distribution (ACD) to manage phone calls, faxes, e-mails and Web interactions. CIC’s PBX/IP PBX call processing, voice mail, fax server and unified messaging enhance performance and customer service for agents, supervisors and business users. The SIP-architected CIC provides a straightforward migration path for VoIP, and is suited for contact centers, including remote agents. CIC also serves as a communication solution for enterprises and multi-site organizations, including mobile workers. CIC can be deployed as an on-premise product or provided through a Communications as a Service (CaaS) deployment model.

Pre-integrated add-on modules for CIC include Interaction Dialer, which leverages the CIC platform for outbound and blended predictive dialing, and provides call scripting, multi-site campaign management, intelligent campaign staging, compliance options, and more; Interaction EasyScripter, which integrates to Interaction Dialer for Web-based scripting at all user levels, including for non-technical users; Interaction Optimizer, which supports workforce management forecasting, scheduling and real-time adherence for contact centers; and Interaction Director, which pre-integrates to multiple CIC servers to route calls to the location that can handle those calls at that time.

Enterprise Interaction Center (EIC)

EIC is an all-software IP PBX phone and communications system built on the Microsoft platform and architected for SIP-supported VoIP. The EIC solution is targeted at mid-sized businesses from 100 to 1,500 users. In one system, EIC includes IP PBX call processing, ACD, automated attendant, voice mail, operator console, Find-Me/Follow-Me, built-in fax server, and Web chat and Web callback. The EIC software also offers features, including real-time presence management and remote access, with pre-integrated unified messaging, interactive voice response (IVR) and Interaction Client integrations for Microsoft’s applications optionally available.

Pre-integrated add-on modules for CIC and EIC are the Interaction Monitor, which is a client/server solution to remotely observe and administer the servers, gateways and other associated devices in an Interaction Center (CIC, EIC and Messaging Interaction Center) network configuration; Interaction Supervisor, which pre-integrates to CIC and to the EIC solution to provide a single real-time interface for monitoring agent, user and workgroup activities, along with interaction events and Interaction Center system and queue statistics; Interaction Tracker, a full interaction/contact history management application that works with CIC and EIC to track multimedia interactions and allows authorized users to resolve new contacts and search for and view historical interaction-based information, and Interaction Recorder, which offers assessment control in one environment for recording and archiving phone calls, e-mails, faxes and Web chats.

Messaging Interaction Center (MIC)

MIC offers enterprise messaging with its choose by function capability on one integrated platform. Users on the same system can have different capabilities ranging from voice mail to unified messaging to enhanced messaging features that include one-number Find-Me/Forward, universal Web-based message access and system administration, message notification options, personal settings options, and calendar and contact management capabilities. MIC also offers call screening, user-defined call handling rules, automatic callback, and desktop faxing and fax navigation.

The Company’s e-FAQ provides users across enterprises and contact centers an integrated gateway to up-to-date information that employees and customers alike can query for as needed, using their choice of communication channels; Interaction Mobile Office, which integrates to the CIC, Vonexus EIC and MIC application solutions to extend each system to mobile users; Interaction Message Indicator, which monitors Microsoft Exchange Server 2007 Unified Messaging mailboxes for the presence of voice mail messages; Interaction Gateway, which configures Interaction Dialer (version 2.4 and higher) and CIC for SIP-supported outbound predictive dialing, increased call volume capacity, and advanced call analysis for outbound dialing, and Interaction Media Server, and Interaction SIP Proxy.

The Company competes include Aspect Software, Inc., Avaya Inc., Cisco Systems, Inc., Nortel Networks Corporation, Alcatel-Lucent, Siemens AG, ShoreTel, Inc., Intervoice, Inc. and Applied Voice & Speech Technologies, Inc.