Interactive Intelligence

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Interactive Intelligence, lnc.

Type	Public (NASDAQ: ININ)
Industry	Business Communications Software
Headquarters	Indianapolis, IN
Key people	Dr. Donald E. Brown, Chairman, CEO and President; Stephen R. Head, CFO, Vice President of Finance
Revenue	$121.4 million USD (2008)1
Net income	$10.5 million USD (2008)2
Employees	~600 (2009)
Website	http://www.inin.com

Interactive Intelligence is a global developer of Internet Protocol (IP)-based business communications software and services. The company’s products address three primary markets – IP contact center, enterprise telephony, and business process automation. The company today employs approximately 600 workers. Interactive Intelligence is headquartered in Indianapolis, Indiana, USA, and maintains regional U.S. headquarters locations in Irvine, California and Herndon, Virginia. The company’s EMEA headquarters is located in Berkshire, United Kingdom; its Asia-Pacific headquarters is located in Kuala Lumpur, Malaysia. Interactive Intelligence has more than 3,000 customers worldwide. Its products and services are sold through a direct sales force and a global network of 300 Value Added Resellers (VARs).³

Contents 1 Company history 2 Corporate management 3 Products 4 References 5 External links

Company history

Chairman, President and CEO Donald Brown, M.D. co-founded Interactive Intelligence in October 1994, the third of three companies Dr. Brown has launched in a software development career spanning over 20 years. Prior to Interactive Intelligence, Dr. Brown co-founded Software Artistry, Inc. (1988), a developer of customer support software that went public in March 1995, and that was subsequently acquired by IBM Corporation in January 1998. Dr. Brown's first software company was acquired by Electronic Data Systems, Inc. in September 1987. Dr. Brown graduated from the Indiana University School of Medicine. He also holds an M.S. in computer science and a B.S. in physics, both from Indiana University.^{citation needed}

In his own words Dr. Brown stated, "In 1994 I left a software company that was about to go public – a company that I had started with my own money – in order to found Interactive Intelligence. I did so because I truly believed there was a revolution coming in business communications and I wanted to be part of it. The early years were tough. Imagine trying to sell a Windows NT-based ‘unified’ communications system against Lucent, Nortel and the other legacy telecom giants. Back in ‘95, ‘96 and ‘97, people said it would never work and would never sell. Well, more than a decade later, the world looks a lot different! We’ve sold thousands of systems. In fact, the same competitors that derided our system back then have been scrambling in an effort to stitch together multiple products and re-label them as ‘unified’ in an attempt to play catch up. With our continued focus on R&D, rapid revenue growth, and consistent profitability, we’re now recognized by Gartner as a global leader in IP contact center solutions; by Datamonitor as the most trusted unified communications vendor among large enterprises; and by Software Magazine as the 196th largest software company in the world.”^{citation needed}

Interactive Intelligence licensed and implemented its first software product in 1997, and went on to issue its IPO in 1999. Since reporting $1.6 million in revenue in 1997, total annual revenues have climbed to $121.4 million in 2008. The company has reported consecutive quarterly profitability since 2004.

Interactive Intelligence opened its EMEA operations in 1998, and its Asia-Pacific operations shortly afterward in 1999. Since then, the company has extended its global markets reach with offices in Canada, Latin America, The Netherlands, Sweden, Germany, Poland, India, East and Southeast Asia, Japan, and Australia. From those and other regional offices, Interactive Intelligence now serves customers in more than 80 countries worldwide.
In its history, the company has made two acquisitions. The first in April 2007 of Alliance Systems Professional Services Division. The second in May 2009 of AcroSoft Corporation, a developer of content management software for the insurance sector.⁴

Corporate management

Donald E. Brown, M.D.
Chairman of the Board, President and Chief Executive Officer
Stephen R. Head
Chief Financial Officer, Vice President of Finance, Secretary and Treasurer
Gary R. Blough
Executive Vice President, Worldwide Sales
Joseph A. Staples
Senior Vice President, Worldwide Marketing
Pamela J. Hynes
Vice President, Customer Services
William J. Gildea III
Vice President, Business Development
Paul Weber
Vice President, U.S. Sales
Michael D. Gagle, Ph.D.
Chief Scientist
Edward L. Hamburg, Ph.D.
Director
Mark E. Hill
Director
Michael C. Heim
Director
Richard A. Reck
Director
⁵

Products

The Interaction Center Platform—the foundation on which all Interactive Intelligence products are based—centralizes business interactions (including phone calls, e-mail, faxes, Web chats and callbacks) as well as business processes. The company’s products and services address three markets, with a single, unified software platform. These markets are IP contact center, enterprise telephony, and business process automation.

Below is a partial list of the company’s products and services with a brief description of each:

Customer Interaction Center (CIC)
A pre-integrated application suite to manage all business communications on one platform. CIC supports contact center applications and PBX / IP PBX call processing, voicemail, fax server, presence/IM, and unified messaging capabilities.⁶

Messaging Interaction Center (MIC)
Provides voicemail replacement, unified messaging, and enhanced messaging capabilities such as find-me/follow-me and calendar and contact management.⁷

Enterprise Interaction Center (EIC)
A pre-integrated IP PBX application suite and phone system for mid-size businesses.⁸

Interactive Contact Center Services (ICCS)
A contact center communication-as-a-service (CaaS) offering which includes ACD, IVR, call recording, screen pop integration, faxing, messaging, presence, and monitoring.⁹

Interaction Dialer
A predictive dialer system for outbound and blended predictive dialing.¹⁰

Interaction Recorder
A module for recording voice and other media interactions as well as user screen recording.¹¹

Interaction Optimizer
A workforce management software application to optimize effectiveness and achieve service goals in multi-channel contact centers.¹²

Interaction Feedback
An automated post-call customer satisfaction survey module.¹³

Interaction Mobile Office
A module that allows speech-driven access from any telephone to a unified messaging in-box and calendar management.¹⁴

Interaction Process Automation
A business process module that provides the ability to: capture, prioritize, route, escalate, and track each step of the process flow.¹⁵

Interaction Media Server
Designed to work in conjunction with CIC and EIC, the Interaction Media Server performs audio recording and processing.¹⁶

Interaction Gateway
A SIP gateway that provides digital trunk to SIP conversion for SIP-based telephony systems. Offered in 4 span and 8 span configurations.¹⁷

e-FAQ
A knowledge management and email/web auto response module.¹⁸

Interaction Director
A CIC module for intelligent load balancing to scale operations, including configurable call routing rules to define overflow handling, best site/agent routing, etc.¹⁹

Interaction Monitor
A client/server solution to remotely monitor and administer the servers, gateways and other associated communication devices.²⁰

Interaction Conference
An on-premise audio conferencing solution that provides automated scheduling, meet-me conferencing, and Microsoft Outlook integration.²¹

AcroSoft Content Management
A suite of products that provides document management, content management, and workflow specifically designed for the insurance industry.²²

References

External links

• Interactive Intelligence, Inc.