Interactive Intelligence, Inc.
May 7, 2012

Interactive Intelligence Introduces New Mobile Customer Service Solution

Interaction Mobilizer enables contact centers and enterprises to rapidly deploy customer service applications on mobile devices; bridges gap between mobile self-service and live assistance

INDIANAPOLIS--(BUSINESS WIRE)-- Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions, is releasing a new software platform that enables organizations to rapidly deploy customer service applications on multiple mobile operating systems, devices and social media websites, while bridging the gap between mobile self-service and live assistance.

The new mobile customer service solution, Interaction Mobilizer, is designed to change the way customers using mobile devices interact with businesses, according to Interactive Intelligence founder and CEO, Dr. Donald E. Brown.

"With more than 100 million smartphone users in the U.S. and about 19 percent owning tablets, customers are demanding more efficient ways to use their mobile devices for business transactions," Brown said. "We developed Interaction Mobilizer to do just that: empower companies to more quickly deploy transactional mobile apps that give customers a unified customer service experience."

Interaction Mobilizer offers the following features:

Interaction Mobilizerenables organizations to brand their own mobile applications then publish them on the appropriate app store (e.g. Android, Apple, Google, Microsoft, etc.), or offer them from their corporate website for users to download.

Customers can log on using their Facebook ID, or using company-supplied credentials, as desired.

In support of providing a unified customer experience and bridging the gap between mobile self-service and live agent assistance, Interaction Mobilizerenables customers to transition from a mobile self-service interaction to a Web callback, click-to-call, or text chat. Contextual information -- such as the customer's name, what device they were using, the forms or products they were reviewing, and even GPS coordinates -- is transferred to the agent. These interactions can be queued and routed based on agent skill, and information is "popped" onto the agent's computer screen when the customer is connected.

"Driven by the opportunity to lower costs and expand customer choice, an increasing number of companies are offering self-service applications via mobile devices," said Richard Snow, vice president and research director at Ventana Research. "However, we estimate that nearly two-thirds of customers engaging in self-service end up requiring interaction with a contact center agent. As a result, successful mobile customer service solutions must seamlessly link the self-service experience with live assistance."

In addition to providing features that result in a unified customer service experience, Interaction Mobilizeralso provides integration to back-end corporate systems, as well the ability to access hosted data in the cloud from vendors such as Microsoft, Oracle/RightNow,, and others.

Organizations can track mobile app usage data for maximum scalability, and Interaction Mobilizerprovides industry-standard certificate encryption for PCI, HIPAA, and other compliance requirements.

Interaction Mobilizeris planned for general availability in English-speaking countries by the end of Q2 2012. Localization for other countries throughout Latin America, Europe, Middle East, Africa and Asia Pacific will follow.

Interaction Mobilizeris ideal for mid-size to large contact centers and enterprises, and will be offered through the Interactive Intelligence channel of more than 300 resellers worldwide, and through the company's direct sales force.

For more information about Interaction Mobilizer, visit

About Interactive Intelligence

Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services. The company's unified IP business communications solutions, which can be deployed on-premise or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 4,500 customers worldwide. The company is among Forbes Magazine's 2011 Best Small Companies in America and Software Magazine's 2011 Top 500 Global Software and Service Providers. It employs more than 1,000 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or; on the Net:

This release may contain 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 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.


Interactive Intelligence
Christine Holley, Senior Director of Market Communications, 317-715-8220

Source: Interactive Intelligence Group Inc.

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