Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of SIP-based software and services for contact center automation and enterprise IP telephony. The company was founded in 1994 by Dr. Donald E. Brown and employs approximately 500 people serving more than 2,500 customers worldwide.
Interactive Intelligence’s unified communications software suite approach, in contrast to portfolios composed of point products, offers a truly unique, SIP-based architecture that enables organizations to provide a common, channel-independent customer experience without costly and complex integration requirements, replication of systems, or vendor lock-in. Specific differentiators and benefits include the following:
Single "All-in-One" Platform
- Single point of administration for simplified management and maintenance
- Fewer "boxes" for lower costs
- Flexible deployment
- Works as PBX/IP PBX, or with existing third-party PBXs/IP PBXs
- Works as TDM, IP, or hybrid switch for a flexible migration path
- Delivers contact center and enterprise functionality on a single platform
Standards-based, All-software Architecture
- Incorporates open standards such as SIP throughout -- no proprietary SIP extensions for vendor "lock-in"
- Runs on commodity servers without special voice boards or hardware
- Can incrementally scale up or down
- GUI designer tool for customization and business process integration
Inherit Multi-channel Processing & Blending
- Business rules can be applied across media types for improved customer service
- Media blending doesn’t require separate servers or integration
- True end-to-end reporting and tracking across media types for improved quality assurance
This unified communications suite provides built-in support for SIP-based switching, including an all-software IP-based version using Intel's HMP software. Features include desktop soft phone with full call control and presence management; unified messaging; automatic call distribution (ACD) with skills-based routing, and multimedia queuing and routing; interactive voice response (IVR) with optional speech recognition; fax services; screen-pop; Web chat and callback; Web self-service; e-mail response management; multimedia recording and quality monitoring; predictive and blended dialing; network-based pre- and post-call routing; and workforce management.
- Customer Interaction Center® (CIC) for contact center automation software
- Enterprise Interaction Center® (EIC) for enterprise IP telephony
- Communité® for enterprise messaging
- Interaction Dialer® for outbound/blended dialing and campaign management
- Interaction Recorder® for multimedia recording/scoring and quality management
- Interaction Director® for network-based pre- and post-call routing ("intelligent multi-site routing")
- e-FAQ® for Web self-service and e-mail response management (ERMS)
- Interaction Optimizer™ for workforce management
- SIP-based Interaction Gateway™
- Interaction SIP Proxy™
- SIP-based Interaction Media Server™
At the core of the Interactive Intelligence software suite is the Interaction Center Platform®. ICP supports the SIP RFC so that organizations leaning toward SIP standards can now get a full range of voice- and Web-based interaction management features via a converged voice/data network. Using IP telephony boards for media processing also provides gateway-like functionality for existing or additional ISDN, T1, E1, or analog connections to legacy PBXs and analog phones.
Whitepapers:
Interaction Center Platform® Architecture: Executive Overview
By Interactive Intelligence, May 31, 2005
This document provides an executive overview of the Interaction Center Platform®, the software foundation underlying Interactive Intelligence’s entire software suite. 
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IP Telephony and the Interaction Center Platform®
By Interactive Intelligence, April 12, 2005
Traditional telephony is now being joined by IP-based telephony options to reduce the cost of telecommunications and to increase communications options. This white paper discusses how the Interaction Center Platform® and IP telephony combine to offer a powerful self-service as well as live service solution to various types of businesses. Download >>>
The Facts About SIP
By Interactive Intelligence, September 1, 2003
After years of refinement, the international SIP standard continues to become more integral to the movement toward converged voice and data communications. Unfortunately, some legacy vendors are still questioning various aspects of the open SIP standard. Here are a few of the more common objections going around, and the Interactive Intelligence responses to them. Download >>>