1. Interactive Intelligence Inc.
Corporate Overview

4. Interactive Intelligence Customers

5. 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

6. Today’s trends
Cloud, Mobile, Analytics, Social

7. Customer Service and the Cloud Ecosystem

8. Customer Service and the Mobile Customer

9. Customer Service and the Mobile Employee

10. Customer Service and Real-time Analytics

11. Social Customer Service

12. 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

13. 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

14. 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

15. A Growing Business
5%
11%
23%
35%
50%
Cloud Orders as a Percentage of Total Orders
20102009 2011 2012 2013

16. 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

17. 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

18. 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

19. 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

20. Solutions
Deeper Dive

21. Interactive Intelligence CaaS

22. Broadest Functionality

23. 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

24. Comprehensive Security and Compliance
Secure Data CentersCloud ServicesCorporate
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

25. CaaS Customers

26. 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

27. Planning for Success in the Cloud
Vision
Team
Visualize
Plan
Execute
Refine

28. www.inin.com
Interactive Intelligence Inc.
Deliberately Innovative

29. Unique Differentiators

30. How We’re Different…
Single, all-in-one platform
Standards-based
All-software
Breadth of Applications
Premises or Cloud-based

31. 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.

32. 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.

33. Significant Differentiation
0
20
40
60
80
100
120
AMD Rate AMD
Accuracy
Disconnect
Detection
Existing
Dialer
Interactive
Intelligence
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.

34. 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.

35. 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

36. Significant Differentiation
Vertical applications
and expertise
Delivering industry-specific solutions.
AccountsReceivable
Management
BanksandCreditUnions
Healthcare
Outsourcers
Utilities
Insurance
Social Media Integration
Routing and queuing social media
feeds just as any other interaction.

37. Architecture

38. Architecture: Multi-point

39. Deployment Options – On Premises

40. Scalability
Site A
Site B Site E
Site C Site D

41. Redundancy and Disaster Recovery
AgentBack Office
PSTN
LAN/WAN

42. www.inin.com
Interactive Intelligence Inc.
Deliberately Innovative