Frequently Asked Questions Interactive Intelligence Acquires Bay Bridge Decision Technologies Inc. August 2012

Q: What are the disclosed details of the acquisition?

Interactive Intelligence Group Inc. has made a 100 percent cash purchase of Bay Bridge Decision Technologies Inc., a privately-held Maryland-based company. Under the terms of the agreement, effective Aug. 1, 2012, Bay Bridge is now owned by Interactive Intelligence Group Inc. Bay Bridge will continue to sell and support its contact center forecasting, capacity planning and strategic analysis solutions, while separately applying its patented forecasting technology and operations research expertise to advance the functionality of Interactive Intelligence’s workforce management (WFM) application, Interaction Optimizer^®. Interactive Intelligence will provide additional information in its third-quarter Form 10-Q, which it expects to file with the Securities and Exchange Commission (SEC) in November 2012.

Q: What is the background of Bay Bridge? Bay Bridge was founded in 2000 as a privately-held company. Bay Bridge is the leading U.S. supplier of long-term forecasting and planning solutions backed by the world’s top brand-name customers. Bay Bridge’s CenterBridge^® suite of software applications has evolved to support the executive analytics and strategic performance management needs of companies with complex customer contact centers, branch locations, and processing organizations. Benefits of the CenterBridge^® software suite include more efficient staffing strategies, improved capital investment allocation, comprehensive performance planning, and improved risk management.

Q: Why did Interactive Intelligence make the acquisition? This acquisition addresses Interactive Intelligence’s strategy of broadening its workforce optimization (WFO) portfolio of applications. Specifically, it adds advanced, long-term contact center capacity planning and strategic analytics capabilities that supplement Interaction Optimizer^®’s workforce management functionality, thus meeting the needs of the largest, most complex contact centers in the world. With this acquisition, Interactive Intelligence now has the leading North American solution for long-term contact center forecasting, capacity planning and strategic analysis. As noted above, the acquired development talent and some of the acquired intellectual property will also help Interactive Intelligence advance its forecasting and scheduling capabilities within its Interaction Optimizer^® product.

Q: How will customers benefit from the acquisition? Bay Bridge customers will continue to receive uninterrupted service from their Bay Bridge support staff, which over time will be incorporated into Interactive Intelligence’s support organization. In addition to the Bay Bridge products, customers will now get access to Interactive Intelligence’s complete line of all-in-one IP communications software and services, including its workforce management capabilities for mid-size contact centers. Interactive Intelligence customers will be introduced to the Bay Bridge products, which can integrate to Interaction Optimizer^®, or any third-party WFM solution already in use.

The net result for all customers is more streamlined technology sourcing and implementation, along with increased return-on-investment.

Q: Are there planned changes for the physical facilities and locations? No. Interactive Intelligence will maintain the current Bay Bridge office in Annapolis, Maryland.

Q: What is the timeline to have all of Bay Bridge’s functions, including sales, support, marketing and finance completely incorporated into the Interactive Intelligence organization? Six months to completion.

For more information, please contact:

-          Financial/Investor Relations Inquiries: Steve Head, CFO, Interactive Intelligence, (317) 715-8412, steve.head@inin.com

-          Media Inquiries: Christine Holley, Senior Director of Market Communications, (317) 715-8220, christine.holley@inin.com

-          Industry Analyst Inquiries: Meredith Egg, Industry Analyst Relations Manager, (317) 715-8225, meredith.egg@inin.com

Interactive Intelligence Acquires Bay Bridge Decision Technologies

Acquisition to add long-term forecasting, planning and analysis capabilities to Interactive Intelligence workforce optimization offering

INDIANAPOLIS and ANNAPOLIS, Md., Aug. 9, 2012 — Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions, has signed a purchase agreement to acquire Bay Bridge Decision Technologies.

Bay Bridge, the leading U.S. supplier of contact center forecasting, capacity planning and strategic analysis technology, was purchased in an all-cash transaction effective Aug. 1, 2012.

Bay Bridge is a privately-held company founded in 2000. Its long-term forecasting and planning technology helps contact centers optimize delivery strategies, agent resources, and performance by getting the right number of agents, in the right place, at the right time, to deliver better service.

“This acquisition enables us to bridge the gap between our basic workforce management features, and the advanced forecasting and planning capabilities in the Bay Bridge products, so we can now offer a true strategic planning solution for mid-size and large contact centers,” said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. “As the leading vendor in its industry, supplying the kind of advanced functionality required by the world’s top brands, Bay Bridge makes for an ideal acquisition that will help our customers further streamline their technology sourcing and implementations, while giving them even greater return-on-investment.”

Under the terms of the agreement, Bay Bridge will continue to sell and support its CenterBridge^® family of long-term forecasting, analysis and planning products, while separately applying its patented forecasting technology and operations research expertise to advance the functionality of the Interactive Intelligence workforce management product, Interaction Optimizer^®.

Interactive Intelligence customers will be able to purchase the Bay Bridge products and integrate them to Interaction Optimizer^®, or any third-party WFM solution already in use.

Customers using Bay Bridge products will continue to be serviced by their existing support staff, which, over time, will be incorporated into the Interactive Intelligence support organization.

Interactive Intelligence will maintain the Bay Bridge office in Annapolis, Maryland.

For more information about Bay Bridge and the acquisition, visit http://www.inin.com/Pages/BBDT.aspx.

Interactive Intelligence will provide more detailed information in its third-quarter Form 10-Q, which it expects to file with the Securities and Exchange Commission in November 2012.

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.

ININ-G

Contact:

Christine Holley

Senior Director of Market Communications

Interactive Intelligence

+1 317.715.8220

christine.holley@inin.com

May 20-24, 2012 | Boston, MA

This premier educational event provides comprehensive learning opportunities exclusively for Avaya customers. Register by March 31 to receive early bird savings and save more than $200 off the cost of regular registration.

Ric Kosiba, President, Bay Bridge Decision Technologies will be presenting on:  Contact Center Capacity Planning

Schedule

Bayu Wicaksono, Manager, Operations Research, Amit Garg, Senior Operations Research Analyst , and David Woo, Operations Research Analyst have been selected to showcase their poster proposal at 12th Annual Conference on Business Analytics and Operations Research on April 15-17, 2012 at Hyatt Regency Resort & Spa in Huntington Beach, CA.

Their poster on long term strategic workforce planning for contact centers using mixed integer programming approaches and simulation-based forecasting will be showcased among many other leading companies across a wide range of industries. Additionally, the Bay Bridge team will be there to listen to suggestions, critics and answer questions from over 700 business analytics and operations research practitioners across the industry.

Click more information on their Poster Presentation Proposal .

The Society of Workforce Planning Professionals is hosting their annual SWPP Annual Conference: The Summit for Workforce Management Excellence on March 7-9th in Nashville, TN and we are once again proud to sponsor the event.

As a result of our sponsorship, Ric Kosiba, President of Bay Bridge Decision Technologies will be speaking on:

Contact Center Capacity Planning, Step by Step (or Ways to Improve Your Scary Spreadsheet Plans)

Over the last year or so, there has been a fair amount of press about the shortfalls of the traditional long term planning process, and the need for more dynamic corporate planning.  These numerous articles reflect the reality that when the business environment changes, the resource plan must change too.

In the contact center operation, forecast change is particularly difficult to manage. When contact volumes are at variance to plan, when do we trigger a new forecast and a new resource plan? How do we determine, accurately, the service we can expect as volumes change and our budgets remain fixed? How do we quickly produce accurate and optimal capacity planning scenarios?

In this session, we will discuss the steps taken by the best planning analysts, from forecasting, to accurate requirements generation, to optimally generating hiring/overtime/undertime/controllable shrinkage plans for your multi-channel, multi-skill contact center network.

In addition to our presentation we highly recommend attending Andrea DelValle’s session – “Contact Center Magic at Disney”, Steve Gordon’s – “Social Media’s Impact on Call Volume”, and Michelle Borboa – “Outsourcing Options”.

Andrea DelValle, Disney Destinations, is a new member of SWPP as of 2012, and her session “Contact Center Magic at Disney” focuses on how Walt Disney World is always working to create a magical experience.  Attend Andrea’s speech and see how Disney has integrated their planning processes to enhance the magic at the call center.

Conference Agenda

We are looking forward to seeing new and familiar faces at this year’s SWPP Conference.

If you would like to rile up a contact center meeting, naively ask the group “Which is better, Service Level or Average Speed of Answer?” Now, step back and watch the fireworks.

We use many metrics when we develop plans: some standard metrics include forecast error, occupancy and schedule efficiency, abandon rate, capture rate, as well as average speed of answer, and service levels. We do so because we are trying to describe very complex operational performance in simple terms.

But simple metrics can create unusual management behavior.

In this session, we will describe some of the standard contact center metrics and show how they have botched some very big operations. We will conclude the session with ways in which you can improve contact center planning and reporting.

Thursday, March 1st at 1pm EST
Registration

Experts across industries agree that the strategic planning process needs to change. There is also a fair amount of agreement on what the end product of that change should resemble. An organization’s strategic plan must be flexible, automated, accurate, and optimized.

Over the last ten years, there has been a move toward this more contemporary planning process in the contact center community. Leading organizations have sought to minimize operational risk associated with changing volumes by improving the analytic capabilities and increasing the level of automation in their planning process. In this paper, we will discuss migrating toward an optimal planning process: the organization, technologies, and business decisions that are current best practices.

Click here to read Contact Center Planning – Agility is Key

 Bay Bridge Decision Technologies Upgrades Sensitivity Analysis

Contact Center Software Company’s CenterBridge product is upgraded with new charting features.

Annapolis, Md. – May 19, 2011 – Bay Bridge Decision Technologies^®, (www.baybridgetech.com) the industry’s leading contact center strategic planning company, announced new enhancements to CenterBridge’s sensitivity analysis module to provide increased flexibility, customization, and analysis.

CenterBridge’s Sensitivity Analysis module is used to graphically view how sensitive the call center operation is to fluctuation in performance drivers such as staffing levels, AHT, and call volumes, illustrate the impact of changes to key performance indicators, and identify risks associated with changes in the business environment.

“CenterBridge’s new sensitivity analysis module answers critical executive-level questions accurately and in seconds.  For example, what happens to occupancy if average handle time changes?  What will happen to service-levels if call volumes change? What are the costs associated with service goal changes?  How many staff are required as call volumes change?  Instantaneously understanding the relationship between contact center performance and the operation’s performance drivers is a great technological leap.” Ric Kosiba, President, Bay Bridge Decision Technologies

Recent enhancements allow CenterBridge users to customize a chart’s appearance to meet presentation and brand standards within the organization.  CenterBridge users’ can create graphs with multiple contact types or contact groups, open multiple sensitivity analysis windows simultaneously, create charts spanning multiple date ranges, and graph staffing requirement impacts.  In addition, the new features include privacy settings allowing charts to be shared only with appropriate parties.

About Bay Bridge
Bay Bridge Decision Technologies provides strategic analytic and long-term planning solutions to the customer contact industry.  Bay Bridge’s CenterBridge suite of software applications support the executive analytics and strategic performance management needs of companies seeking innovative strategies for managing their complex customer contact centers, branch locations, and processing organizations.

For additional information about this or our other CenterBridge applications, please visit our website at www.baybridgetech.com or email us at info@baybridgetech.com.

Contact:
Ric Kosiba
Bay Bridge Decision Technologies, Inc.
410.224.7778
www.baybridgetech.com

Built to Hire- Putting Hire Recommendations into Action
It can often be said that where there is a challenge, there is an opportunity. Tune in discover how TD Bank seized this mantra when creating their strategic plans using CenterBridge. Hear how Laura Dillon addressed business concerns in recruitment and learning and development, and transformed them into opportunities that revolutionized TD’s long-term plans. Specifically, learn how CenterBridge enabled growth in performance and output at TD Bank and ultimately helped drive excellence to meet demand. Laura will also expand upon her experiences with:

• Developing what-if scenarios
• Influencing change around staffing strategies
• Developing team management support
• Strengthening partner relationships

WATCH NOW

SPEAKERS:
Laura Dillon, TD Bank Financial Group
Ric Kosiba, President, Bay Bridge Decision Technologies
Patrick Barnard, Senior Web Editor, TMC

Forecasting and planning have been described as an art; we believe that there’s a fair amount of science and mathematics that inform this art. In this session learn how mathematically optimized methods applied to your planning and forecasting will reduce performance variance in your contact center.

If forecasting is done well, you can predict weekly, monthly, annually, and multi-year scenarios for any planning input metric.  Examples of forecasted metrics include call volume, handle time, vacation time, agent attrition, wage rate, and sick time.

• Plan for volume driving events, such as periodic marketing campaigns and seasonality.
• Perform staffing “What-ifs” against multiple call volume forecast scenarios.
• Maintain, update and evaluate planning accuracy.
• Easily forecast important but often overlooked planning metrics like seasonal sick time or employee attrition.

Tuesday, September 20th, 2011
1:00 PM EST
REGISTER HERE