interactive intelligence

Interactive Intelligence Inc.

Corporate Overview

Interactive Intelligence Customers

Next Generation Customer Service

“We have two edges over our competition –

how we serve the customer and our

knowledge.”

Consumer Reports

Best Online Retailers

2012, 2013

Today’s trends

Cloud, Mobile, Analytics, Social

Customer Service and the Cloud Ecosystem

Customer Service and the Mobile Customer

Customer Service and the Mobile Employee

Customer Service and Real-time Analytics

Social Customer Service

The Nexus of Forces

“The easy availability of cloud services,

social communities and mobile

devices — and the means to consume

a wide volume, variety and velocity of

information — places a great deal of

power in the hands of the average

business consumer.”

Gartner 2013

Magic Quadrant for

Contact Center Infrastructure,

Worldwide

Gartner, Inc., June 2013

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Interactive Intelligence in the latest

newsletter at http://www.inin.com/MQ Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research

publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of

merchantability or fitness for a particular purpose.

Recognized as a Leader

Since 1994

All-in-One, All-Software

Solid Exec. Team Origin

35+ Offices

20 Countries

23 Languages Reach

Contact Center

UC

BPA Markets

>6,000 Customers

100+ Countries

Deep Vertical Focus Customers

Global Ecosystem for

Support and Service

Cloud or Premises Distribution

$318M in 2013

34% growth

No Debt Financials

A Growing Business

5% 11%

23%

35%

50%

Cloud Orders as a Percentage of Total Orders

2010 2009 2011 2012 2013

Financial Performance

• $318 million revenue in 2013,a 34% y/y increase

• Double-digit growth in 8 of last 10 years

• Average 19% revenue put back into R&D

• Over 50% of product revenues come from current customers

• Over $107 million in cash and investments

• No debt and profitable for the last 10 years

Solutions – Contact Center

Offering

• All-in-one, software-based, open

• Broad set of applications – multichannel

ACD, mobile, reporting, CRM & UC

integrations, WFO, voice self-service,

outbound dialing and scripting, & more

• Highly scalable

• Available on-premises or as a cloud

service

Advantages

• Reduces costs, simplifies administration,

customization and reporting

• Offers flexibility, interoperability, cost-

effective growth

• Provides lower TCO and rapid ROI

Solutions – Unified Communications

Offering

• Broad set of applications - IP PBX, IM,

presence management, voice

conferencing, unified messaging,

enhanced messaging, & more

• All-in-one architecture

• Highly scalable

• Open, software based with many back-

office integrations

Advantages

• Reduces TCO

• Delivers contact center and enterprise

functionality on a single platform

• Enhances collaboration and productivity

Solutions – Business Process Automation

Offering

• Capture, prioritize, route, escalate and

track each step of a business process

lifecycle

• Interfaces with existing back-office

systems

• Role-specific user interfaces

• Intuitive design interface

• Presence-based routing, alerting and

reporting

Advantages

• Enables companies to accomplish more

with fewer required resources

• Increases process speed, quality and

effectiveness

Solutions

Deeper Dive

Interactive Intelligence CaaS

Broadest Functionality

Global Footprint with Geo-redundancy Included

Data Centers

Global NOC

Technical Operations & Support

• Guaranteed service levels

• 99.999% application uptime

• Platform powering thousands

of contact centers worldwide

Comprehensive Security and Compliance

Secure Data Centers Cloud Services Corporate

SOX

ISO 9001

JITC

ISO 27001

SSAE-16

PCI DSS 2.0

Proactive

Monitoring

Virtualization

Americas • United States(2)

• Canada (2nd pending)

• Brazil

EMEA • Germany

• United Kingdom

APAC • Japan(2)

• Australia (2)

Flexible

Architecture

CaaS Customers

A global developer of imaging devices. Creates solutions for the entire care cycle – from disease prevention and diagnosis to treatment and health management.

The Challenges • Increase the number of virtual engineers available to callers at any one time

• Upgrade an out-of-date system at the end of its life span

• Alleviate the high costs of an old system

The Solution • Interactive Intelligence CaaS as a common global platform

The Benefits • Virtualization of operation ensures uninterrupted customer service • Fast rollout of contact center technologies improves the customer experience • Initiation of new routing scheme increases imaging center uptime • Common global platform supports reduced costs in worldwide contact centers • Reduced pressure on IT increases operational efficiencies

Companies Using the Cloud to Transform the Business and the Customer Experience

Planning for Success in the Cloud

Vision

Team

Vis

ualiz

e

Plan

Execute

Refine

www.inin.com

Interactive Intelligence Inc.

Deliberately Innovative

Unique Differentiators

How We’re Different…

Single, all-in-one platform

Standards-based

All-software

Breadth of Applications

Premises or Cloud-based

Significant Differentiation

High Scalability CIC 4.0 delivered scalability

enhancements of 2x to 8x and

resulting in support of 10,000 agents

on a single server.

Interactive Intelligence

MarketPlace Easy access to value-add

applications, process templates,

packaged integrations, and more.

Significant Differentiation

Multichannel communication Opening new channels of

communication to enhance the

customer experience.

Like

Automation of

business processes Remove latency and errors making

business processes effective and

efficient.

Significant Differentiation

0

20

40

60

80

100

120

AMD Rate AMDAccuracy

DisconnectDetection

ExistingDialer

InteractiveIntelligence

Difference

Advanced Outbound

Dialing Functionality Powerful outbound dialing paired with

AMD accuracy means significant

revenue increases.

Real-time speech analytics Providing contact center managers

the ability to know what to pay

attention to.

Significant Differentiation

Strategic planning Solving complicated staffing and

planning problems quickly and with

pin-point accuracy.

Contextual

Data

Contextual

Data

Queued Callback

Screen Pop

Mobile customer care Linking mobile devices to the contact

center and providing agents with

contextual data.

Significant Differentiation

CRM and UC integration Dedicated development team

productizing integrations.

Dozens of back-office

integrations Out-of-the-box integrations to all

popular back-office applications and

systems.

CRM

ERP

PBX

Email

Databases

IP Gateways

Call Recording

Speech Engines

Mainframe Applications

Unified Communications

Significant Differentiation

Vertical applications

and expertise Delivering industry-specific solutions.

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Social Media Integration Routing and queuing social media

feeds just as any other interaction.

Architecture

Architecture: Multi-point

Deployment Options – On Premises

Scalability

Site A

Site B Site E

Site C Site D

Redundancy and Disaster Recovery

Agent Back Office

PSTN

LAN/WAN

www.inin.com

Interactive Intelligence Inc.

Deliberately Innovative