Interactive Intelligence Enhances Offering for Credit and Collection Industry

INDIANAPOLIS — Interactive Intelligence (Nasdaq: ININ), a global provider of unified IP business communications solutions, has enhanced its automated dialing application to help credit and collection agencies increase efficiencies, reduce costs, and maintain compliance.

The Interactive Intelligence Interaction Dialer® is an outbound/blended dialing add-on application to the company’s standards-based, all-in-one IP communications software suite, Customer Interaction Center™ (CIC).

Interaction Dialer® version 3.0 for the credit and collection industry now includes skills-based dialing, “just-in-time” DNC (do-not-call) functionality, enhanced call analysis, and increased scalability.

Interaction Dialer’s® skills-based dialing feature enables automated outbound calls to be made based on the availability of agents with defined skills. By ensuring that calls are made based on appropriate agent availability, abandon rates and talk times are reduced.

Interaction Dialer’s® “just-in-time” DNC feature adds the ability to scrub DNC lists – including cell phone scrubs — whose status may have changed between the time the contacts were originally scrubbed/loaded and the time they are dialed. This helps ensure compliance and increases the efficiency of dialing campaigns.

In addition, Interaction Dialer® now includes media server-based international call analysis. This enhanced call analysis offers improved network message recognition for maximum dialing accuracy. It also adds redundancy and eliminates third-party components for improved reliability and simplified management.

Interaction Dialer® also offers dialing and database access optimization, thus enabling credit and collection agencies to support up to 250,000 calls per hour/per server or more depending on configuration. The option of a centralized configuration using the company’s SIP-based Interaction Gateway™ at remote sites also helps lower costs by reducing hardware requirements.

In addition to these enhancements, Interaction Dialer® offers a number of features designed to benefit credit and collection agencies, including the following:

• Inherent blending that uses the same automatic call distributor for both inbound and outbound interactions for increased agent productivity.
• Optimized “no-answer” timeouts that minimize answering machine pick-up for increased agent productivity.
• Dynamic outbound ANI/caller ID for improved pick-up rates.
• Automated, customizable voice mail messaging for increased productivity.
• Ability to dynamically change phone number order based on time of day or number of attempts made for increased connection rates.
• Patented, “self-learning” staging algorithm to more accurately predict length and stages of a call for increased dialing efficiency.

The Interactive Intelligence all-in-one IP communications software suite also offers inbound interactive voice response, outbound agentless campaigns, and text messaging (SMS), all designed to help credit and collection agencies cost-effectively increase liquidation rates.

Most recently, Interactive Intelligence introduced a communications-based process automation product, Interaction Process Automation™, which enables credit and collection agencies to automate skip tracing processes to more quickly locate contacts.

Interaction Dialer® version 3.0 is available immediately through the Interactive Intelligence channel of approximately 300 resellers worldwide, and through the company’s direct sales force. Target markets include contact centers, outsourcer and teleservices firms, accounts receivable management companies, and credit and collection departments.

To download a free “Practical Guide to The Effective Use of Automated Dialing in Collections” white paper, visit http://www.inin.com/ProductSolutions/Pages/Interaction-Dialer.aspx.

For more information about how Interaction Dialer® supports the credit, collection/account receivables management industries, including a demo, visit http://www.inin.com/ProductSolutions/Pages/Accounts-Receivable-Management.aspx.

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 business process automation. The company was founded in 1994 and has more than 3,500 customers worldwide. Interactive Intelligence is among Software Magazine’s top 500 global software and services suppliers, 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 Magic Quadrant for Contact Center Infrastructure, Worldwide report (Feb. 22, 2010). Interactive Intelligence employs approximately 650 people and is headquartered in Indianapolis, Indiana. It has 14 offices throughout North America, Latin 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.