Indianapolis, IN (July 26, 2004) Interactive Intelligence Inc. (Nasdaq: ININ), a global developer of business communications software, has released the latest version of its Customer Interaction Center® (CIC) software, a bundled communications application suite designed for contact centres and customer-driven enterprises.
CIC, which was first released in 1997, includes built-in traditional and IP-based switching with SIP support, and a host of applications such as multimedia routing and queuing, interactive voice response with speech recognition, screen pop, call recording and monitoring, Web chat and call-back, remote agent support, and more.
The latest release of CIC, version 2.3 was designed to increase reliability and scalability, as well as increase ease-of-installation, configuration and maintenance, according to company president and chief executive officer, Dr. Donald E. Brown.
"CIC has long been known for its innovation as one of the first standards-based, single-platform interaction management products on the market," Brown said. "With the release of 2.3, customers not only get the advantages of innovation, but also the advantages of a reliable, 'out-of-the-box' solution from a proven industry leader."
"As a financial institution that's built a track record based on stability and personalized customer service, we place a premium on mature yet flexible communications technology," said Noel Levasseur, executive vice president of First American Bank. "The latest release of CIC, version 2.3, has given us just that - a sophisticated product that enables us to quickly and cost-effectively meet customer needs without sacrificing reliability or performance."
CIC 2.3 enhancements include simplified installation; self-monitoring and diagnostic capabilities; re-vamped speech recognition and Web collaboration; additional PBX/IP PBX functionality; and Interaction Tracker™, an optional application that maintains a database of people and their associated interactions. Tracker holds the interaction-specific data, while Interaction Recorder®, if licensed, can enable access from Tracker data to the recordings.
New system monitoring tools and centralized administration across all functionality in version 2.3, including that of dialler and recorder add-on products, have also increased CIC's reliability and ease-of-use.
In addition, dynamic audio processing in CIC 2.3's SIP-based all-software option improves scalability. As an example, using Intel's HMP software instead of telephony boards, scalability increases from about 30 agents on a single server in the previous version, to about 100 agents in 2.3.
CIC 2.3's board-based version also offers increased scalability - from several hundred agents on a single server in the previous version, to about 500 today.
CIC's business user features, which include unified messaging, presence management, conferencing, and call forward/follow-me, also make it ideal for customer-driven enterprises with up to thousands of users, including those with branch offices, such as banks and credit unions, and those employing mobile workers.
CIC 2.3 was released for general availability on June 30. It is currently available worldwide through Interactive Intelligence's channel of approximately 140 value-added resellers.
Notes to Editors:
About Interactive Intelligence Inc.
Interactive Intelligence Inc. (Nasdaq: ININ) is a global developer of 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 company awards include Network World Magazine's 2003 Top 200, and Software Magazine’s 2003 Top 500 Global Software and Services Companies. Interactive Intelligence employs approximately 350 people and is headquartered in Indianapolis, Indiana, U.S.A. The company has 12 offices throughout North America, Europe and Asia. The EMEA corporate office is located in Uxbridge, England, and serves more than 250 customers throughout EMEA, including companies such as Cetelem, Skandia, and Telefonica. Its telephone number is +44 20 8867 3670; 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.
Marketing Director, EMEA
Interactive Intelligence Inc.
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