Organisations are investing millions of dollars to improve the customer experience. These servicing strategies are tied to an unprecedented number of customer contact points - inbound/phone/outbound/email/chat/social. Consistent customer service delivery is a serious challenge. So is planning for it.

Ever wondered
• If you are using the right metrics to measure “customer experience”?
• How effective and accurate your analysis, planning and forecasting is?

This is the second in a brand-new series of webinars, this time highlighting the importance of Workforce Management within your Customer Experience Strategy and the key role that your contact centre can play to deliver Service Excellence.

The webinar on the 2nd July at 14:00 CAT will focus specifically on agent capacity planning and analysis. Interactive Intelligence will give insight into how to optimise contact centre resources and performance in order to get the right number of agents, in the right place, at the right time, to deliver exceptional service.

Kelly Witherspoon, workforce management expert at Interactive Intelligence, will be presenting and the session will be moderated by Deon Scheepers, strategic consultant at Interactive Intelligence.

Register here for the free webinar to learn what your organisation can do to be at the cutting and competitive edge of customer service delivery.

Date: 2 July 2013
Time: 14:00 CAT

Editorial contacts
Deon Scheepers
Interactive Intelligence
087 825 0977
Deon.Scheepers@inin.com

Lizelle Cloete
Red Ribbon Communications
022 433 4914
lizelle@redribboncommunications.co.za

Jeannie Erasmus
+27 (0)22 433 4914
+27 (0)82 336 0903

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About
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact centre automation, 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. It employs approximately 1,400 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 +27 87 825 0900 or info@inin.com; on the Net: www.inin.com/za.

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.