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Interactive Intelligence Enhances Innovative Image with New CIC 4.0 Release | Jun 15, 2011 | Unified Communications and Contact Center | Analyst: Ken Landoline Event Summary June 13, 2011 – Interactive Intelligence has released the long-awaited version 4.0 of its Customer Interaction Center (CIC) contact center/IP-PBX product which provides many product enhancements in the areas of scalability, speech analytics (real-time key word and phrase spotting), reliability, recording, reporting and supervision, and Web and e-mail capabilities. CIC 4.0 is planned for general availability in English-speaking countries in calendar Q3 2011 with other languages to follow. | Read Press Release | Quick Take Analytical Summary • Current Perspective: Positive on Interactive Intelligence’s introduction of CIC version 4.0, because it signifies a major step in the company’s continued improvement in its overall contact center suite of applications, fills some voids in previous offerings and displays some innovative leadership in real-time speech analytics. In addition, the expanded system scalability in agents, simultaneous IVR sessions and recorded calls per hour set the company up for increased penetration of larger contact center accounts, expanding Interactive Intelligence’s total available market. • Vendor Importance: High to Interactive Intelligence, because CIC 4.0 boasts several technological innovations that will be of interest to end users and will help rein in expenditures, such as server virtualization and real-time speech analytics. This speech analytics innovation is introduced alongside feature additions that fill holes in the previous software version of CIC, while boosting scalability, will open up new opportunities to a company approaching $200 million in sales and ready to surge into the next level of business success. • Market Importance: High on the medium and enterprise contact center marketplace, because CIC 4.0 positions Interactive Intelligence more strongly to pursue the enterprise contact center market against traditional larger contact center providers (e.g., Alcatel-Lucent, Aspect Software, Avaya and Siemens Enterprise) via improved scalability and functionality and also greatly improves the company’s competitive posture in its traditional area of strength – the small/medium sized contact center marketplace - with enhanced reporting, recording and speech analytics functionality. CLIENTS ONLY Current Perspective Competitive Strengths and Weaknesses Response & Recommendations Buyer Actions Analytical Perspective | Client access - Full report in Unified Communications and Contact Center | More information Top Top

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Interactive Intelligence to Release Customer Interaction Center™ Version 4.0

Major new release of flagship IP communications software suite adds real-time speech analytics, increased scalability, Web portal access, and private cloud deployment model

INDIANAPOLIS--(BUSINESS WIRE)-- Interactive Intelligence (Nasdaq: ININ), a global provider of unified IP business communications solutions, is releasing the next major version of its all-in-one IP communications software suite, Customer Interaction Center™ (CIC).

"We designed our upcoming CIC 4.0 release to give contact centers and enterprises significantly increased scalability and reliability, an enhanced user experience, and improved management insight," said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. "We're particularly excited about our innovative speech analytics application, which gives customers an easier-to-deploy and more cost-effective alternative to what's currently on the market." CIC 4.0's new real-time speech analytics application, Interaction Analyzer™, provides real-time keyword- and phrase-spotting on either the customer side, agent side, or both sides of a voice conversation. This real-time capability enables contact center managers to be alerted to problem interactions, then monitor, coach, or intervene to better satisfy customers and improve agent performance.

Architectural improvements in CIC 4.0 provide significant scalability increases. Metrics associated with these improvements include a more than double increase in the number of automatic call distribution (ACD)-enabled agents supported on a single server; a five-time increase in the number of simultaneous interactive voice response (IVR) sessions supported; and a seven-time increase in the number of calls that can be recorded per hour. The company's increase in product scalability is part of its continued move up-market to make CIC a competitive offering for the largest global contact centers.

Another architectural improvement is the elimination of third-party call processing software from CIC and moving all media processing to the company's Interaction Media Server™. With these enhancements, CIC 4.0 becomes a pure application server that can be located at a central data center with media servers at branch offices, thus creating a private cloud deployment model. This change increases scalability and enables customers to process media locally for improved business continuity and survivability.

CIC 4.0 also includes the addition of Interaction Web Portal™, a new application that enables contact center outsourcers to provide their clients with secure, branded access and real-time visibility. Outsourcer clients can monitor live calls, listen to call recordings, and view performance reports. Corporate contact center managers can also use it to give visibility to C-level staff, and agents can access it to monitor their own productivity and proactively help improve customer service.

Additional enhancements in CIC 4.0 include a new Web client, upgraded email handling, more efficient queries of call recordings, and expanded and improved reporting. CIC 4.0 is planned for general availability in English-speaking countries in Q3 2011. Localization for other countries throughout EMEA and APAC will follow.

CIC 4.0 is targeted at mid-size to large contact centers and enterprises, and will be offered through the Interactive Intelligence channel of more than 300 resellers worldwide, and through the company's direct sales force.

Source: Interactive Intelligence