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INDIANAPOLIS & SPRING VALLEY, Calif.--([ BUSINESS WIRE ])--Otay Water District has deployed Interactive Intelligence Group Inc.?s (Nasdaq: ININ) all-in-one IP communications software suite, [ CustomerInteraction Center ]^? (CIC).

"We can also now monitor and record agent calls, then use automated feedback surveys to better target areas for improving service."

The California utility company has reported improved customer service and increased operational efficiencies as a result of deploying CIC?s contact center automation and unified communications functionality across the organization.

?CIC?s automated and self-service applications, such as ACD, IVR and in-queue callback, have enabled us to maintain a 98 percent answer rate, while actually reducing staff levels,? said Otay Water District?s customer service manager, Andrea Carey.

Otay Water District is also using CIC?s [ outbound dialing ], [ recording ], and [ customer feedback survey applications ].

?The Interactive Intelligence applications have enabled us to do things like send automated notifications to customers about late payments, high water usage, and changes to their accounts,? Careysaid. ?We can also now monitor and record agent calls, then use automated feedback surveys to better target areas for improving service.?

Otay Water District has also integrated CIC with its billing system to deliver information to agents via screen pops simultaneous with an incoming call. CIC gives the company?s business users unified communications functionality for voice mail, presence management, unified messaging and desktop faxing.

Otay Water District has also developed a disaster recovery plan, which will use [ CIC ] to support remote staff in the event of an emergency.

Otay Water District replaced an NEC PBX with CIC after the legacy phone system had reached its end of life. The company selected Interactive Intelligence over solutions from Cisco, NEC and ShoreTel.

?We needed a new communications system that supported voice over IP so we could consolidate infrastructure at our headquarters,? said Otay Water District?s CIO, Geoff Stevens. ?Because water is a commodity, however, strategically we needed a system that would give us competitive differentiation through superior customer service. We selected CIC because it gave us the widest array of applications, along with open software architecture for ease-of-customization and integration.?

Otay Water District purchased CIC through Interactive Intelligence reseller, [ Advanced Call Processing ] (ACP), and with the help of consulting firm, [ Fandel Enterprises ]. ACP and Fandel provided deployment services and are also responsible for ongoing CIC support.

?Fandel worked closely with us to identify our telephony requirements, and ACP was extremely responsive to our questions throughout the pre- and post-deployment phases,? Stevens said. ?Thanks to both organizations, we had an incredibly smooth deployment and are enjoying even more benefits than expected.?

About Otay Water District

The Otay Water District was founded in 1956 to serve as a public water utility. The District distributes water to more than 206,000 ratepayers within approximately 125 square miles of southeastern San Diego County, including the communities of Jamual, La Presa, Rancho San Diego, Spring Valley, eastern Chula Vista, Otay Mesa and unincorporated communities adjacent to southern El Cajon and LeMesa. The company is headquartered in Spring Valley and has more than 150 employees. For more information, visit [ www.otaywater.gov ] or call +1 619.670.2222.

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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