CSA Travel Protection has reported reduced costs and more personal service as a result of deploying Interactive Intelligence Group Inc.’s (Nasdaq: ININ) all-in-one IP communications software suite, CustomerInteraction Center™ (CIC), throughout its organization.

The travel insurance company uses CIC for its unified IP communications applications, such as interactive voice response, auto-attendant, multichannel queuing and routing, call recording, outbound dialing, workforce management, customer feedback surveys, and more. It also uses CIC to personalize customer service for its many different travel partners.

“Unlike many telephony products that would have forced us to create an attendant profile separately for each phone number, CIC offered us a single table to create nearly 100 unique toll-free numbers with unique greetings for our multiple travel partners,” said CSA’s manager of IT operations, Ann Marie Henderling. “This has resulted in huge labor-related cost savings.”

CSA also credits CIC for simplifying system management, which has further reduced costs. “The fact that all of CIC’s applications run on a single, standards-based platform makes it very easy to manage,” Henderling said. “We’re now able to make system changes on our own without calling tech support. This has resulted in additional cost savings, plus we’re able to adapt faster to customer needs.”

CSA has also deployed a CIC add-on application for multichannel recording and scoring of inbound and outbound interactions. The add-on application, Interaction Recorder®, securely archives each interaction for quick access to verify information or settle claims disputes. Recordings are also used for training agents to further improve service.

Additionally, CSA credits CIC for improved reporting. “Unlike other systems whose data storage makes it difficult to use, CIC’s Microsoft SQL database enables us to create our own customized reports,” Henderling said. “This has resulted in better insight into statistics, which has helped us improve operational efficiencies. Our contact center can also capture the source and reason for each call via ‘wrap codes,’ which enables us to analyze call patterns.”

CIC supports all of CSA’s agents and business users, giving the latter unified messaging for anytime/anywhere access to email, voice mail and faxes via a single inbox. CIC also gives CSA’s business users presence management so they can check the status of colleagues, (e.g. “On Vacation,” “In A Meeting,” “At Home Sick,” etc.) for more efficient communications.

“I’m so spoiled by Interactive Intelligence,” Henderling said. “I really can’t imagine life without it. One time another vendor tried to convince us to move to a competitive product, but it was a piecemeal solution that would’ve been so cumbersome to manage. CIC is cost-effective and easy to use, which has given us a competitive advantage.”

About CSA Travel Protection

CSA Travel Protection, a Europ Assistance Group company, is dedicated to providing affordable travel insurance and emergency assistance services to protect travelers’ valuable investments and provide the peace of mind one deserves while traveling. CSA has developed a reputation for standing behind its customers and by offering products and services to meet their needs. Through superior customer service, extensive experience and industry-leading innovation, CSA is with its clients every step of the way, whenever and wherever they are needed.

About Interactive Intelligence

Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services. The company’s unified IP business communications solutions, which can be deployed on-premise or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 4,500 customers worldwide. The company is among Forbes Magazine’s 2011 Best Small Companies in America and Software Magazine’s 2011 Top 500 Global Software and Service Providers. It employs more than 1,000 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or info@inin.com; on the Net: www.inin.com.

This release may contain 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 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.

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