Interactive Intelligence Helps FORUM Credit Union Improve Member Services and Reduce Costs

  Interactive Intelligence Helps FORUM Credit Union Improve Member Services
  and Reduce Costs

   Credit union deploys all-in-one IP communications software suite to more
  effectively manage multichannel customer interactions across its 12 branch
                                   offices

Business Wire

INDIANAPOLIS -- June 25, 2013

FORUM Credit Union has improved member services and reduced costs as a result
of deploying Customer Interaction Center^™(CIC) from Interactive Intelligence
Group Inc. (Nasdaq: ININ), a global provider of unified IP business
communications solutions.

CIC, an all-in-one IP communications software suite, has helped FORUM achieve
these benefits through a customized Web chat survey feature, its skills-based
multichannel routing and reporting, and its ability to centrally manage
communications across branch offices, according to FORUM’s vice president of
retail delivery, Andrew Spirrison.

“One of the neatest things we’ve done with CIC is to incorporate a feature
that triggers a survey of feedback questions to members following a Web chat,”
Spirrison said. “That feedback gets immediately emailed to a manager, and the
member gets called back right away to resolve any open issues. We’re in the
process of harnessing this same feature for member calls through CIC’s add-on
application, Interaction Feedback^™.”

CIC’s single-platform architecture has also benefitted FORUM. “CIC’s inherent
multichannel, single-platform architecture has enabled us to route and report
on hundreds of interactions daily in a simple and consistent way so we have
far more insight into call and Web chat trends,” Spirrison said. “This has
resulted in increased efficiencies, which in turn has helped us reduce costs
and improve member services. Plus, we use these trends to develop training for
our employees that focuses on the most commonly asked member questions.”

CIC’s multisite support has further benefitted the credit union. “CIC has
enabled us to make better use of our branch resources when we get spikes in
call volume,” Spirrison said. “In the past, we would have had to explore
hiring additional staff, but now we can immediately assign a few employees
from our branch offices to take calls, thus cost-effectively maintaining
responsive member service.”

FORUM’s also made use of CIC’s remote agent support. “CIC gives our
work-at-home agents the same communications applications as their corporate
peers, plus it provides the supervisory monitoring capabilities that ensure
the same quality of service is being delivered to members regardless of where
an agent sits,” Spirrison said. “An added benefit of CIC’s remote agent
support is that we can now draw people from a broader labor pool, which
increases our overall caliber of staff.”

FORUM was first introduced to CIC by Interactive Intelligence reseller, Adapt
Telephony Services (www.teamadapt.com). In addition to helping FORUM with its
evaluation, Adapt played a critical role in the planning and deployment of
CIC.

“Adapt proved crucial in our technology decision by putting our goals first,
then matching them with the best solution as opposed to retrofitting our needs
based on preconceived ideas and biases,” Spirrison said. “Adapt continued to
demonstrate its professionalism by running an extremely well-organized
deployment that kept us on schedule. It also proved to be incredibly
well-versed in CIC’s potential by giving us lots of added value through
customizations such as its integration of CIC with our internal CRM system and
other business solutions.”

About FORUM Credit Union

FORUM Credit Union, with 12 branch locations and anywhere access via the
Internet, tablet, or mobile device, serves more than 100,000 members in the
central Indiana area. It offers a full suite of financial services, including
home mortgages, auto loans, free checking, rewards checking, business
checking, health savings accounts, and investment planning. For more
information, call +1 317.558.6000 or visit: www.forumcu.com.

About Interactive Intelligence

Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of
contact center, unified communications, and business process automation
software and services. The company’s unified IP business communications
solutions, which can be deployed on-premises 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
5,000 customers worldwide. The company is among Forbes Magazine’s 2011 Best
Small Companies in America and Software Magazine’s 2012 Top 500 Global
Software and Service Providers. Interactive Intelligence employs more than
1,500 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.

ININ-G

Contact:

FORUM Credit Union
Andrew Spirrison, +1-317-558-6089
Vice President of Retail Delivery
andrew.spirrison@forumcu.com
or
Interactive Intelligence
Christine Holley, +1-317-715-8220
Senior Director of Market Communications
christine.holley@inin.com
 
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