ASPCA Selects All-in-One IP Communications Software Suite by Interactive Intelligence

The ASPCA® (The American Society for the Prevention of Cruelty to Animals®) has selected the all-in-one IP communications software suite, Customer Interaction Center® (CIC), from Interactive Intelligence (Nasdaq: ININ). The ASPCA will deploy CIC at its Midwest office in Urbana, Illinois, which includes the organization’s Animal Poison Control Center. The ASPCA selected CIC to help improve call management, which will enable it to more effectively accomplish its mission of saving animals’ lives. "We selected the Interactive Intelligence software based on its unified, all-software architecture that will enable us to get calls to the right person the first time, thus respond faster and more cost-effectively to emergencies,” said Dr. Steven Hansen, senior vice president of the ASPCA’s animal health services. "Because of the system’s flexible architecture, we’ll also be able to quickly and easily make changes for improved customer service and increased operational efficiencies.” CIC’s wide range of unified communication capabilities will replace the ASPCA’s NEC PBX. The ASPCA is replacing its PBX due to limited contact center functionality and complex management. "With our old system we often had to use the vendor’s technicians to assist with anything more than simple daily management tasks,” said Dr. Harold Trammel, vice president of knowledge management for the ASPCA. "The ASPCA is constantly adding new programs and creating new levels of experts, so limited customization options and relying on third-parties for support proved cumbersome and expensive. The Interactive Intelligence software addresses these issues, while giving us a single source for our support needs, and eliminating problems as a result of upgrading multi-vendor components.” The ASPCA also selected the new software to improve its quality control. "Based on our old system’s lack of reporting accuracy and reliability, we didn’t feel confident making staffing and operational decisions,” Trammel said. "With CIC’s built-in voice and screen recording we know each call is being tracked from start to finish, and we can easily drill down into that data if needed. This will help us improve training, documentation and quality assurance.” The ASPCA also plans to use CIC’s remote capabilities to support a hotline that connects callers to a psychologist for grief counseling. "We currently have a hotline, but it’s challenging to route calls to our psychologist who’s often mobile,” Trammel said. "Using CIC’s call forward and find-me features, we’ll not only be able to automatically route calls to her regardless of where she is or the time of day, we’ll be able to track these interactions so we can more effectively help pet parents deal with the loss of a pet.” The ASPCA will also make use of CIC’s disaster recovery capabilities so it can automatically re-route calls to another location should a disaster hit its Urbana office. The ASPCA purchased the voice over IP-based CIC software in May, and plans to complete deployment by the end of July. Along with SIP-based switching and call routing, it will use CIC’s call and screen recording, supervisory monitoring, unified messaging, and a computer-based operator console. "Based on CIC’s unique architecture that gives us maximum value for our money, along with the vendor’s accessibility and clear product roadmap, we’re confident that our new deployment will help us more effectively fulfill our mission of saving animals’ lives,” Hansen concluded. About the ASPCA® Founded in 1866, the ASPCA® (The American Society for the Prevention of Cruelty to Animals®) was the first humane organization established in the Americas, and today has more than one million supporters throughout North America. A 501 [c] [3] not-for-profit corporation, the ASPCA’s® mission is to provide effective means for the prevention of cruelty to animals throughout the United States. The ASPCA® provides local and national leadership in animal-assisted therapy, animal behavior, animal poison control, anti-cruelty, humane education, legislative services, and shelter outreach. The New York City headquarters houses a full-service, accredited animal hospital, adoption center and mobile clinic outreach program. The Humane Law Enforcement department enforces New York’s animal cruelty laws and is featured on the reality television series "Animal Precinct” on Animal Planet. For more information, please visit www.aspca.org. 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 enterprise messaging. The company was founded in 1994 and has more than 3,000 customers worldwide. Interactive Intelligence is among Software Magazine’s top 500 global software and services suppliers, is ranked among NetworkWorld’s top 200 North American networking vendors, is a BusinessWeek "hot growth 50” company, and is among FORTUNE Small Business Magazine’s top 100 fastest growing companies. Interactive Intelligence employs approximately 600 people and is headquartered in Indianapolis, Indiana. It has six global corporate offices with additional sales offices throughout North 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 contains 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 Inc. 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.