Interactive Intelligence, Inc.
Aug 4, 2016

Large Global Retailer Selects Interactive Intelligence Customer Engagement Software Suite

Software to support 1,000-plus contact center agents worldwide; deal valued at $12.5 million

INDIANAPOLIS--(BUSINESS WIRE)-- A large global retail company has selected Interactive Intelligence Group Inc.'s (Nasdaq: ININ) omnichannel customer engagement software suite, Customer Interaction Center (CIC), to support more than 1,000 contact center agents worldwide. These agents collectively manage approximately 14,000 inbound interactions and 225,000 outbound calls per day from both the company's customer care and accounts receivable departments.

The deal, valued at more than $12.5 million, was closed by Interactive Intelligence channel partner, Automated Voice & Data Solutions (AVDS), a leading communications solutions provider based in Houston, Texas.

CIC will replace a massive web of nearly 20 aging systems from different vendors that were not well integrated. By deploying nearly every CIC application, the retailer will eliminate administrative overhead, increase agent efficiencies, improve compliance, and enhance visibility and measurement of performance data.

"We recommended CIC because we knew its open, standards-based architecture and broad set of applications would provide both the scalability and functionality that our customer needed to support its operational and technological strategic direction," said AVDS President Sharon Moon. "We project that by deploying CIC, our customer will achieve nearly 175 percent ROI in five years."

"It's really nice to see such a large company put its trust in CIC to fulfill a very forward-thinking customer experience strategy," said Interactive Intelligence Chief Business Officer Paul Weber. "In addition, the size and scope of this deal underline CIC's reputation as the true Sherman tank of contact center software."

The retailer selected CIC because it believed the software could best meet its goal of optimizing the customer experience using a single, omnichannel platform that also offered the flexibility to rapidly adapt to changing business requirements.

In addition to CIC's customer engagement applications, the retailer plans to use CIC's unified communications and process automation capabilities across the enterprise.

About Automated Voice & Data Solutions (AVDS)

AVDS is a leading provider of communications solutions manufactured by Interactive Intelligence, Vidyo, IBM, TantaComm, and CallScripter that deliver measurable results to enterprise organizations and contact centers across all industries. Founded in 1992 by Sharon Moon, Automated Voice & Data Solutions was an early adopter of software-based communications. AVDS serves a range of industries with customers in the U.S., Europe, and Australia and has been recognized by several organizations including Inc. Magazine, Houston Business Journal, Woman's Chamber of Commerce of Texas, and Forbes. For more information, visit

About Interactive Intelligence

Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global leader of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 20-plus year history of industry firsts, 150-plus pending patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability, scalability and security. It's also the only company recognized by the top global industry analyst firm as a leader in both the cloud and on-premises customer engagement markets. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide. For more information, visit

Interactive Intelligence is the owner of, and holds certain registrations for, the marks INTERACTIVE INTELLIGENCE, its associated LOGO, PURECLOUD and numerous other trademarks and service marks in the United States and various other jurisdictions around the world. All third-party trademarks mentioned in this document are the property of their respective owners.


Interactive Intelligence
Christine Holley
Senior Director, Market Communications

Source: Interactive Intelligence Group Inc.

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