September 25, 2013

Interactive Intelligence's Customer Interaction Center™ Achieves Oracle Validated Integration with Oracle Cloud Service

Integration designed to help contact centers and enterprises improve customer service and increase employee productivity

INDIANAPOLIS--(BUSINESS WIRE)-- Interactive Intelligence Group Inc. (Nasdaq: ININ), a Gold level member of Oracle PartnerNetwork (OPN), has achieved Oracle Validated Integration of the latest version of its IP communications software suite, Customer Interaction Center (CIC) 4.0, with Oracle (RightNow) Cloud Service.

"This integration combines CIC's interactive voice response and multichannel queuing and routing capabilities, with Oracle Cloud Service agent and Web-facing features to help our joint contact center and enterprise customers improve service and increase employee productivity," said Interactive Intelligence Chief Marketing Officer, Joe Staples.

Integrated features and benefits include the following:

  • Single Agent Desktop: A single agent desktop application can eliminate the need to move between systems, thus increasing agent productivity.
  • Custom Screen Pops: Customizable screen-pop of objects and data from Oracle Cloud Service, along with the ability to transfer screen-pop data empowers agents with more customer information for improved service and increased productivity.
  • Universal Queue: CIC's ability to route and queue calls along with Oracle Cloud Service interaction types (e.g. emails, incidents, Web forms, social media, chats, etc.), speeds agent responsiveness and provides greater insight into agent activity for more effective multichannel service.
  • Integrated Reporting: Integrated interaction detail reporting eliminates the need for agents to re-enter information, thus resulting in greater insight into agent performance, increased productivity, and improved consistency and accuracy of data.

The integrated CIC and Oracle Cloud Service solution can be deployed via the cloud, on-premises, or as a managed service.

To achieve Oracle Validated Integration, Oracle partners must meet a stringent set of requirements that are based on the needs and priorities of customers.

"Oracle Validated Integration applies a rigorous technical review and test process," said Oracle Senior Director, ISV and SaaS Strategy Kevin O'Brien. "Achieving Oracle Validated Integration through Oracle PartnerNetwork gives our customers confidence that the integration between CIC 4.0 and Oracle Cloud Service has been validated and that the products work together as designed. This helps reduce deployment risk and improves the user experience for our joint customers."

Interactive Intelligence has been a Gold level member of Oracle PartnerNetwork since 2011 and has achieved Oracle Validated Integrations for Oracle Siebel CRM and Oracle Sales Cloud. Interactive Intelligence offers contact center, unified communications, and business process automation software and services designed to improve the customer experience.

For more information about the CIC and Oracle Cloud Service integration visit, http://www.inin.com/resources/ProductLiterature/Integration-RightNow.pdf.

About Oracle Validated Integration
Oracle Validated Integration, available through Oracle PartnerNetwork (OPN), gives customers confidence that the integration of complementary partner software products with Oracle Applications and specific Oracle Fusion Middleware solutions have been validated, and the products work together as designed. This can help customers reduce risk, improve system implementation cycles, and provide for smoother upgrades and simpler maintenance. Oracle Validated Integration applies a rigorous technical process to review partner integrations. Partners who have successfully completed the program are authorized to use the "Oracle Validated Integration" logo. For more information, please visit Oracle.com at http://www.oracle.com/us/partnerships/solutions/index.html.

About Oracle PartnerNetwork
Oracle PartnerNetwork (OPN) Specialized is the latest version of Oracle's partner program that provides partners with tools to better develop, sell and implement Oracle solutions. OPN Specialized offers resources to train and support specialized knowledge of Oracle products and solutions and has evolved to recognize Oracle's growing product portfolio, partner base and business opportunity. Key to the latest enhancements to OPN is the ability for partners to differentiate through Specializations. Specializations are achieved through competency development, business results, expertise and proven success. To find out more, visit http://www.oracle.com/partners.

About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center, unified communications, and business process automation software and services designed to improve the customer experience. The company's solutions, which can be deployed via the cloud or on-premises, are ideal for industries such as financial services, insurance, outsourcers, collections and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Software Magazine's 2013 Top 500 Global Software and Service Providers, and is the recipient of TMC's Cloud Computing Magazine's 2012 Cloud Computing Excellence Award. It has received Frost & Sullivan's Company of the Year Award, Contact Center Systems, North America, for the last two consecutive years. Interactive Intelligence employs more than 1,500 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 info@inin.com; on the Net: www.inin.com.

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.

ININ-G

Interactive Intelligence
Christine Holley, +1 317-715-8220
Senior Director of Market Communications
christine.holley@inin.com

Source: Interactive Intelligence Group Inc.

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