Interactive Intelligence, Inc. - Call Center Software - Category Directory

7601 Interactive Way
Indianapolis, Indiana 46278
(317) 872-3000

www.inin.com

Sales

$51.5 million

Business Description

We are a leading provider of software applications for contact centers and are leveraging that leadership position to provide mission critical voice over Internet protocol (VoIP) applications to enterprises. We sell into four distinct markets, all of whose needs are increasing for VoIP-based systems:

• Contact Centers

• Enterprise IP Telephony

• Unified Communications, and

• Self-service Automation.

Our principal competitors are hardware vendors who offer proprietary approaches using a combination of phone systems, call distributors, voicemail systems, and interactive voice response (IVR) systems equipment. We offer a software solution based on Microsoft Windows that resides on a customer's network and uses an open communications protocol called Session Initiation Protocol (SIP) for VoIP networking. This open approach typically results in lower overall costs for phone devices, system maintenance, and customer networking. Our software applications are also pre-integrated to many popular business applications such as financial, customer relationship management (CRM) and enterprise resource planning (ERP) software, thereby automating and tracking business transactions to customer interactions. We are best known for our bundled suite of contact center applications that includes multi-media customer contact management for phone calls, Web chat, Web callback, e-mail queuing, customer defined queues, and integrated speech recognition applications.

We market our software applications around the globe both directly to customers and through over 135 value-added resellers. Our software applications are installed in over 30 countries and are available in 12 languages. 
 

Products

We have developed a comprehensive line of software applications to serve the communications and interaction needs of our customers. We currently market and license the following products.

Customer Interaction Center® or CIC

CIC is a bundled software communications application suite specifically designed to meet the demanding performance requirements of customer-driven organizations and contact centers. CIC enables organizations to easily combine all types of customer interactions such as phone, fax, e-mail and Web contact. CIC includes the functionality of a PBX, ACD, IVR, fax server, voicemail/unified messaging system and digital recording system and includes application screen pop, support for various Web services, contact history tracking and the Interaction Designer graphical application builder. CIC's comprehensive all-in-one communications architecture eliminates the cost and time associated with multi-vendor integration found in traditional contact center environments and also meets the enterprise telecommunications, IP telephony and messaging needs of small to mid-sized organizations. CIC can be deployed at a single location or implemented as a multi-site communications solution.

Enterprise Interaction Center® or EIC

We are leveraging our recognized technology leadership position for contact center applications to provide mission critical VoIP-based business communications solutions for the entire enterprise with the EIC IP-PBX which provides a complete VoIP solution based on the Microsoft platform and Intel's Netstructure Host Media Processing software. EIC is specifically targeted at small to medium sized businesses based on Microsoft software. Our software applications are an alternative to proprietary phone systems and vendor lock-in and are based on the industry-accepted open protocol SIP to lower costs of devices and VoIP networking. Unlike Cisco Systems, Inc. (Cicso), Nortel Networks Corporation (Nortel), Avaya Inc. (Avaya) and other PBX hardware manufacturers, EIC is pre-integrated with Microsoft applications such as Windows network operating system, Microsoft Exchange, SQL Server, Great Plains and Microsoft MS-CRM.

Communité™

Communité is a unified messaging solution that connects to an existing PBX switching architecture and replaces legacy voicemail systems. It integrates with corporate e-mail systems such as Microsoft Exchange, iPlanet, and Lotus Notes to place voicemail messages and faxes into each user's e-mail inbox. Users can access their messages by means of an e-mail client, a Web browser or a touch-tone phone. In addition to these unified messaging capabilities, Communité provides one-number "follow me" features, call recording, and other personal communication management features. Communité also supports the customer's choice of telephony interface and allows the customer to migrate to VoIP telephony now or in the future. This investment protection is highly important to companies who are replacing outdated voicemail systems and will soon be faced with migration to VoIP-based phone systems.

Interaction Recorder®

Interaction Recorder is a complementary product that enhances CIC's, EIC's and Communité's on-demand recording capabilities by providing recording management for organizations, such as contact centers that generate large numbers of recordings. Interaction Recorder not only manages phone calls but also e-mails, fax documents and Web chat sessions. Recording rules select which interactions to record. Information related to the recording, such as customer name, account number and transactions selected, is indexed in a database to be used for recording categorization and ad-hoc queries. Interaction Recorder also compresses recordings to reduce storage requirements. Interaction Recorder allows organizations to periodically archive groups of recordings onto CDs, DVDs or other media and provides a user interface from which supervisors and other employees can later search for particular recordings and access them at any time.

Interaction Dialer®

Interaction Dialer is an outbound campaign management solution that is complementary to CIC. Interaction Dialer provides call list management to define what numbers to automatically dial and to determine how outbound work should be processed. Interaction Dialer calculates exactly how many calls to place and when to make them, plus provides answering machine detection and other call analysis techniques, in order to maximize agent talk time. When an outbound call connects to an agent, Interaction Dialer automatically pops a campaign script displaying customer information to lead the agent through the call. Outbound calls can also be "blended" with inbound calls to further maximize agent productivity. Alternatively, calls can be automatically processed (such as to leave a voice message, send a fax document, etc.) without involving agents.

Interaction Director™

Interaction Director provides intelligent call routing across sites for multi-site contact centers. Interaction Director collects near real-time information from connected CIC systems, including current expected hold times at each site, queue lengths, number of agents available and specific skills available. It then distributes incoming calls based on this information and configured routing rules, which are usually based on specifically defined service level goals. Interaction Director supports carrier-based pre-call routing via certified interfaces to AT&T Corporation, MCI Communications Corp. and Sprint Corporation, and it also supports post-call routing between locations using CIC.

e-FAQ™

e-FAQ is an e-mail and Web self-service solution that allows organizations to quickly and easily make use of knowledge and content in the form of "Frequently Asked Questions" (FAQs). e-FAQ is used to turn static FAQ documents into interactive, searchable FAQs. The software application uses advanced artificial intelligence and linguistic techniques to examine inquiries, look for matches in a database of frequently asked questions, and automatically respond if an appropriate match is found. e-FAQ also allows the user to add knowledge by simply entering common questions and related answers via a Web browser interface. e-FAQ seamlessly integrates CIC, EIC and Communité to allow agents and business users to directly access frequently asked questions and answers while on the phone or responding to an e-mail or Web interaction, thus improving productivity and the consistency of responses.

Mobilité™

Mobilité is a platform for the rapid development and deployment of business applications that runs on wireless PDAs such as RIM Blackberries, Palm operating system devices and Pocket PC devices. Mobilité includes an engine that runs on the user's PDA and an application server. Graphical tools allow developers to design the user interface and application flow. The Mobilité server can access databases, mainframes, e-mail systems, on-line corporate directories, Web services and other corporate information technology assets. In addition, it can generate phone calls and otherwise integrate with PBXs and VoIP systems. Mobilité applications can be deployed on any supported wireless device and are fully encrypted for end-to-end security. Applications can be updated at any time and updates are automatically distributed to users whenever they run an application, eliminating version control and software distribution problems.

Vocalité™

Vocalité is a speech-enabled IVR system. The software application leverages the capabilities of the Interaction Center Platform underlying all of our products to allow organizations to create a variety of self-service applications. Callers can make use of touch-tones or spoken responses to navigate menus and perform transactions. Applications can access databases, mainframes, e-mail systems, on-line corporate directories, Web services and other information sources. A graphical application generator allows developers to quickly create and modify applications. Applications can be deployed without taking the server out of production and can run on multiple servers for scalability and fault tolerance.
 
Interaction SIP Proxy™

Interaction SIP Proxy is SIP proxy server software compliant with the latest specification of the SIP standard and supporting all SIP methods and status codes. As a result, it functions as an intelligent router for various SIP-enabled devices such as SIP gateways, phones and computing platforms. It also supports an unlimited number of routing entries and destination entries with built-in retry capabilities for critical fault tolerance.