CallScripter and Interactive Intelligence Sign OEM Deal
– First Interactive Intelligence OEM deal driven from outside the U.S.
– MediaLine becomes first customer.
London, March 16, 2005 – Contact centre agents can be offered additional support when handling calls and other customer contact thanks to an OEM (original equipment manufacturer) deal between Interactive Intelligence Inc. (Nasdaq: ININ) and CallScripter Ltd., a division of County Contact Centres Plc, the AIM listed business services group (AIM:CUY). Under the terms of the deal, Interactive Intelligence’s award winning Customer Interaction Center(R) (CIC) contact centre software is now available with a connector to the CallScripter(R) software tool, which interactively scripts conversations for agents.
“This worldwide initiative is the company’s first OEM deal driven from outside the U.S., reflecting our growing strength throughout Europe, the Middle East and Africa,” said Dr. Donald E. Brown, President and Chief Executive Officer for Interactive Intelligence. “The deal fits well with our ethos of ensuring customer choice. Rigorous testing and development of the connector mean that resellers can confidently offer faster implementation and integration with CallScripter, ensuring minimum disruption for the customer.”
MediaLine is a teleservices operation based in Switzerland that supplies multi-lingual call centre services, both outbound and inbound. It has become the first customer to take advantage of the OEM deal. When it placed an order for a 25 seat installation of Interactive Intelligence’s Customer Interaction Center (R) (CIC) software, to be deployed by the end of April 2005, CallScripter was included in the functions it selected. Scripts will be delivered to agents in four different European languages.
CIC’s features include multimedia routing and queuing, interactive voice response, screen pop, call recording, Web chat and more. Whilst many companies running their own contact centres find it a powerful tool, this rich feature set combined with flexible, easily managed and changed call routing also make it appealing to teleservices operations such as MediaLine.
CallScripter is a workflow-based scripting tool that guides agents through the communications process with callers, ensuring that all relevant information is collected in a controlled sequence and saved in the correct format and place. Visual script designers enable non-technical staff to quickly and easily create full multimedia call flows for use by agents. The two elements of CallScripter to which the OEM deal applies are ScriptEditor, which helps build and maintain scripts, and Script Executer, which serves the pages to an agent.
“There are many points of synergy between CallScripter and CIC,” said Geoff Forsyth, Technical Director, County Contact Centres. “With both, it is easy to make changes – simply drag ‘n’ drop – and both are based on open standards with an emphasis on flexibility and ease of use. In any call centre, the technology has to do the job it’s meant to, allowing agents to do theirs. In teleservices situations, the contact centre becomes the core business, doubling this imperative to have efficient, reliable and flexible software.” Interactive Intelligence is offering the pre-integrated version of CIC through its channel of more than 140 resellers worldwide. Pricing depends on many factors, but averages approximately USD $800 per seat for ScriptEditor, and USD $150 for Script Executer.
Notes to editors:
About Interactive Intelligence Inc.
Interactive Intelligence Inc. (Nasdaq: ININ) is a global developer of business communications software for IP telephony, contact centre automation, unified communications, and customer self-service. The company was founded in 1994 and has more than 1,000 customers worldwide. Recent company awards include Software Magazine’s 2004 Top 500 Global Software and Services Companies, and Network World Magazine’s 2003 Top 200. Interactive Intelligence employs approximately 350 people and is headquartered in Indianapolis, Indiana, U.S.A. The company has 12 offices throughout North America, Europe and Asia. The European corporate office is located in Uxbridge, England, and serves more than 250 customers throughout EMEA, including companies such as Skandia and Telefonica. Its telephone number is +44 20 8867 3670; on the Web: www.inin.com
CallScripter is a Customer Interaction Management suite specifically designed for the modern contact centre. CallScripter’s dynamic software is at the forefront of Customer Interaction Technology and is well on its way to becoming the preferred choice for Contact Centres and Telemarketing Companies alike. CallScripter’s powerful yet simple to use visual script designers enables non-technical staff to quickly and easily create full multimedia call flows for use by the company’s customer facing agents.
CallScripter Ltd. is part of County Contact Centres Plc, the AIM listed business services group, whose interests include software and outsourced contact centres. Headquarters are in Ipswich with regional partners in America, France, Germany and The Netherlands. Its telephone number is +44 1473 322969; on the Web: www.callscripter.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.
Interactive Intelligence Inc.
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