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FMG Selects Interactive Intelligence as Telephony Partner

FMG Selects Interactive Intelligence as Telephony Partner

Reinforces Insurer’s Commitment to Servicing New Zealand’s Rural Sector

Auckland, 4 February 2015 – Interactive Intelligence Group Inc. (Nasdaq: ININ) has announced that it will partner with FMG, New Zealand’s leading rural insurer, to roll out its Customer Interaction Center™ (CIC) IP communications software suite across the company’s New Zealand service centre operations.

CIC will support FMG in improving its overall customer experience delivery through key features, including recording and quality assurance, multi-media ACD contact centre, IVR, outbound dialer, agent and supervisor desktop functionality.

FMG handles around 250,000 inbound and outbound calls annually.

CIC will now provide FMG with a seamless approach to capture and manage all inbound customer communications, including face-to-face, voice, email, fax, SMS, and increasingly mobile and social media communications.

The new telephony platform will be deployed in a hybrid cloud environment using Interactive Intelligence CaaS (Communications as a Service), a virtual private cloud offering, which will support 200 users at the organisation’s service centre in Palmerston North as well as other offices throughout the country.

The decision to select the Interactive Intelligence solution follows a comprehensive review of several vendors and will replace a legacy Avaya phone system.

FMG chose Interactive Intelligence for several technology and business benefit reasons. In terms of technology functionality benefits, CIC will provide the organisation with a phased modular approach to deployment and greater visibility into the overall management of our operations. The organisation will be able to route interactions to any media channel and to the most appropriate, knowledge-trained agent, and handle client contact based on an individual’s preferred channel.

At the same time, by deploying CIC in a hybrid cloud approach, FMG will be able to maintain historical data and recorded interactions in-house which will result in cost savings and efficiencies in operation.

“We were also impressed with the technical skills of the Interactive Intelligence team. Unlike other vendors we liked the fact that we could deal directly with the company and this in turn provided a high degree of trust. In addition, Gartner’s positioning of Interactive Intelligence as a market leader is impressive and provided us with additional confidence in our decision,” said Nick Bennetts, National Sales Centre Manager, FMG.

FMG has been an important part of the New Zealand farming landscape for over 100 years. The organisation is mutually owned and was started by farmers for farmers to give rural New Zealand a better deal. Today, the organisation remains 100% New Zealand owned and employs around 500 people across New Zealand.

“As a mutual, our objective is to maintain investment in the business through providing enhanced products and services for the benefit of rural New Zealand. Interactive Intelligence will play a critical role in supporting client growth, retention and satisfaction as well as ensuring that we remain market competitive and able to provide insurance products and services that meet the risk advice and insurance needs of rural New Zealand,” said Bennetts.

“We are delighted to sign on FMG as a new customer in New Zealand. Our market momentum continues to gather pace across both the public and private sectors in New Zealand and this is testament to both the technology innovation we provide in helping customers deliver a great consumer experience but also our ability to support the drive for digital business transformation currently underway among New Zealand companies of all sizes and across diverse vertical markets,” said Brendan Maree, Vice President Australia, New Zealand and Japan, Interactive Intelligence.

About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of software and services for communications, collaboration and customer engagement. The company's 6,000-plus customers worldwide have benefited from its cloud and on-premises solutions for contact centre, unified communications, and business process automation. Interactive Intelligence is among Software Magazine's 2014 Top 500 Global Software and Service Providers, and has received a Frost & Sullivan Company of the Year Award for the last five consecutive years. In addition, Glassdoor honored Interactive Intelligence for the second year in a row with its 2015 Employees' Choice Award as one of the Best Places to Work in the U.S., and Mashable ranked Interactive Intelligence second on its 2014 list of the Seven Best Tech Companies to Work For. The company was founded in 1994 and employs more than 2,000 people worldwide. Interactive Intelligence is headquartered in Indianapolis, Indiana and has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific.

Visit Interactive Intelligence on the Web at www.inin.com/au-nz

ENDS

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