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An intelligentall-in-one platform.

Premise-based or hosted,your choice.Its called the customer experience, and consumersrate it highest when the service they get is seamless,personalized and satisfactory.

The problem is, traditional multi-point communicationssystems fragment the service process, which can pushsatisfaction levels well below where they need to be.

In the contact center, an exceptional customer experiencebegins by unifying communications and the businessprocesses that drive them. It culminates with your agentsresponding to every customer more dynamically.

In this age of the competitive edge, productivity andcost controls still matter.

Satisfied customers, however, matter most.

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IP Communications for the Contact Center

Build a better experiencefor your customers

A communications platform should be complete enough tomake your contact center a service powerhouse, yet flexibleand innovative enough to adapt every time your customersrequire it, when competitive pressures demand it, or when

you simply need to rise above the crowd.

Interactive Intelligence offers a single IP communicationsplatform and pre-integrated application suite thatsboth complete and agile. Because when it comes to yourcustomers, building a better experience around them gives

you the ultimate advantage over everyone else.

Manage interactions based on theirvalue to your businessHandle and blend inbound/outbound multi-channelinteractions. Consumers want convenient options to contact

your business. So give them the telephone plus e-mail, Webchat, online forms and faxinbound as well as outbound.

Automate multimedia routing and queuing processes.Whether one location or multiple sites, structure rules-based,skills-based and priority routing routines for calls as well ase-mails, chat requests and pre-defined media such as troubletickets. After all, losing a customer in a communication mazeis the surest way to lose their business.

Create revenue-producing outbound campaigns.Goal-oriented preview, power, precise and agentless multi-modal campaigns feed revenue streams by targeting distinctcustomer groups and specific times of the day or week.Monitoring and analyzing campaign performance in real-timesimply lets you optimize revenue opportunities.

Administer everything in a single environment. EveryIT professionals dream is one interface to manage everyaspect of a communications systemlocal users and remoteusers, lines, stations business applications, IP networks, SIPdevice and digital phone connections, security access andeven moves, adds and changes. When an IP communicationssystem is built on a single platform, IT dreams do indeedcome true.

Enhance contact centerand agent performanceThe Intelligent Contact Center. Maintaining acustomers account record is one thing, but knowingtheir buying habits and preferences makes your agentsperceptively more helpful. Tailor an analytics framework andidentify cross-selling/up-selling opportunities for individualcustomers using tracking, reporting and CRM functionality.

Then guide agents to offer personalized services accordinglyand intuitivelywith screen-popped data and service scriptsequally tailored toward specific customers.

Raise service levels with quality monitoring. Imaginea single environment for synchronized voice and screenrecording, whisper coaching, agent scoring, agent e-mail,real-time queue and system statistical views, visual and audioalerts, and rapid automated message alerts. The result isnt

just better operational performance, its better service foryour customers.

Get more productivity with the same number of agents.Schedule the exact number of agents you need to meet

demandsno more, no lessand achieve desired service levelswith a minimum headcount expense. Even better, track scheduleadherence with real-time monitoring, and you actually get morework-time out of every agent. Every day.

Energize self-service offerings. Agents arent very valuablewhen they spend more time answering questions thanprocessing orders. Give customers a 24/7 self-service path toinformation and personal transactions with tools such as speech-enabled IVR and auto response for e-mail and Web chat.

Unify communications on the desktop. Agents worksmarter when they have the ability to manage calls andqueued chats and e-mails in one place. Theyre also moreeffective when they get real-time presence management

controls and company directories, along with applicationintegration to put customer information and businessprocesses on the desktop.

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Full featured contactcenter solution

Performance throughoutyour contact centerTotal contact management

IP PBX PBX

ACD multimedia queuing priority & skills-based routing e-mailrouting

Auto attendant structure voice menus, prompts

Interaction tracking

Real-time presence management

Multi-lingual support

Remote and at-home agents, mobile workers

CRM integrations screen pops, database lookups, embedded callcontrols

Outbound dialing predictive, power, preview, precise, multi-modalcompaigns

Pure blended inbound/outbound campaign managment

IVR intelligent speech recognition self-service automation

Graphical application generator deploy enhanced interactionapplications

Quality monitoring

Real-time continuous monitoring

Multi-channel interaction recording on-demand,rules-based

Knowledge management, e-mail/Web auto response

End-to-end reporting ad-hoc custom reporting

Agent monitoring/mentoring/scoring

User-definable alarms Alert monitor view

Real-time system/agent/workgroup supervisory monitoring & alerts

Screen recording

Post-call satisfaction surveys Advanced functionality

Knowledge management, e-mail/Web auto response

Workforce management workforce optimization

Multi-site interaction routing

Third-party integration tools: LDAP, SOAP, XML,TCP/IP sockets

Complete customization

Specifcations

Single point of administration phone auto-provisioning

Enhanced security TLS and SRTP standards,audio/call encryption

Multi-site support

Switching flexibility TDM, IP-based (SIP), hybridTDM/IP for staged migration, Cisco TAPI

Third-party PBX integrations

Choose your services

From simple administrationto total serviceInteractive Intelligence supports your contactcenter from every conceivable angle

A Worldwide Partner Channel to lend sales,service and implementation support whenever

you need it.

Strategic Consulting based on industrybest practices in conjunction with InteractiveIntelligences solutions, to optimize your contactcenters communications and business processes.

Managed Services that provide completesystem management, proactive remotemonitoring, and the services of a certifiedInteractive Intelligence Engineer, all leveragingInteractive Intelligence best practices.

Professional Services for custom software

packages, integration packages, CRM screenautomation, screen automation with embeddedcall control, and other services.

Education Services for training and technicalcertification in all aspects of the InteractiveIntelligence solution. Courses are offered online,at Interactive Intelligences World Headquartersand regional offices, or on-site at your location.

Global Support from a dedicated full-timeInteractive Intelligence Support team andcertified Support Engineers.

Choose yourdeployment method

Premise-based or a hostedSaaS solutionInteractive Intelligence is one of few vendors to

give you the option. An all-in-one platform onyour site, or a Software as a Service solutionhosted from our secured, SAS-70 certified datacenter. Your contact center gets complete IPcommunications capability either way.

CICs hosted SaaS features

Automatic call distribution (ACD) Interactive voice response (IVR) Outbound/predictive dialing Quality monitoring/multimedia

recording Business continuity Workforce management (WFM)

Knowledge and e-mail responsemanagement

Web self-service

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IP Communications for the Contact Center

| Deliberately Innovative

Interactive Intelligence provides the most innovative products andservices available today for the contact center, enterprise IP telephony,and enterprise messaging.

Solutions that are modular in nature, built with proven, award-winningproducts that push the edge of technology to deliver a truly best-of-classoffering.

At Interactive Intelligence, its what we do.

www.inin.com 2007 Interactive Intelligence, Inc. All rights reserved.

World Headquarters7601 Interactive WayIndianapolis, IN 46278 USA317 872 3000 voice and fax

EMEAThames Central, Hatfield RoadSlough, Berkshire, SL1 1QEUnited Kingdom+44 (0)1753 418800 voice and fax

Asia PacificSuite 24.5 Level 24 Menara IMC8 Jalan Sultan Ismail50250 Kuala LumpurMalaysia+603 2776 3333 voice+603 2776 3343 fax

Deliberately Innovative

InnovationSince 1994 Interactive Intelligence has taken a first-to-market approach to developing new technologies for multi-channel business communications in the contact center. As arecognized innovator of IP telephony software and services,its an approach we continue to take.

1st All-in-one platform for PBX, ACD & IVR1st Skills-based routing of calls, chats & e-mails1stSIP-based IP telephony software suite1stAll-software IP PBX

ExperienceWith more than 2,500 implementations worldwide and anestablished support infrastructure spanning the Americas,

Asia-Pacific, Europe, the Middle East and Africa, InteractiveIntelligence offers the industry experience needed to meetthe communications requirements of our customers as theycompete in a global business environment.

ValueA unique standards-based platform and pre-integratedapplication suite for multimedia, plus the proven abilityto deploy and support IP communications solutions forbusinesses worldwideInteractive Intelligence combinesinnovation and experience for value few vendors can match.

Complete yet flexiblesoftware solutions for

the contact centerand IP telephony

TRCA-TDS

3401 E. University Drive Ste 103Denton, Texas 76208

800-587-5650 Toll Free

940-565-5000 Main

940-565-5002 Fax