Interactive Press Release

Online Retailer Reports Increased Customer Satisfaction, Optimized Staffing, and Improved Training as a

Result of Company-Wide Software Deployment

INDIANAPOLIS & OSHKOSH, Wis., May 06, 2009 (BUSINESS WIRE) -- 4imprint, Inc., a retailer of promotional products, has deployed the Interactive Intelligence (Nasdaq: ININ) all-in-one IP communications software suite,

Since its company-wide deployment in March, CIC has enabled 4imprint to better balance employee work load while improving customer service, according to 4imprint's director of facilities and telecom, Vicky Schroeder.

"We had been using multiple telephony systems, which made it difficult to run reports across departments and get an accurateview of the customer," Schroeder said. "CIC's centralized reporting has enabled us to generate accurate call statistics based on individuals, work groups, or company-wide. As a result, we've been able increase efficiency and make sure our customers can quickly get connected to the right person." 

4imprint is also leveraging CIC's screen-pop to improve its customer service. "Being able to 'pop' customer information on employee computer screens as calls come in has helped us serve them faster and more effectively." 

4imprint selected CIC over several other products based on its rich feature-set and value. "We chose CIC because it was a true'all-in-one' multichannel system that provided a single point of administration, customization and reporting," Schroeder said.  "We've been able to replace all six of our existing telephony products with one system, while actually adding functionality."

In addition to CIC's screen-pop and reporting features, 4imprint uses it for IP-based switching, automatic call distribution, desktop soft phone, presence management, conferencing, faxing and unified messaging.

CIC supports 4imprint's 415 employees located at its headquarters in Oshkosh and at a nearby distribution center. These employees include about 175 sales and customer service staff.

4imprint has plans to expand its CIC deployment to take further advantage of all its features. "We plan to use CIC to route incoming Web chats and e-mail in the near-future," Schroeder said. "As a company that conducts much of its business online, this type of multichannel functionality will further differentiate our services, while giving customers even greater value."