[November 13, 2014]

Yellow Radio Service of San Diego Deploys IP Communications Software Suite from Interactive Intelligence

Yellow Radio Service of San Diego has reported increased reliability and improved customer service as a result of deploying the all-in-one IP communications software suite, Customer Interaction Center^™ (CIC) from Interactive Intelligence (News - Alert) Group Inc. (Nasdaq: ININ).

Yellow Radio Service of San Diego provides taxicab and other transportation services throughout San Diego County. It dispatches to more than 300 vehicles, providing nearly 1 million dispatched trips annually, which involves answering approximately 3,000 trip requests per day.

"We operate on a 24/7 basis year-round and the number of outages we were experiencing with our old contact center system was unacceptable," said Sharon Geraty, vice president of operations for Yellow Radio Service. "With CIC, we've been able to operate 24 hours a day, seven days a week, 365 days a year without any outages or downtime."

Yellow Radio Service of San Diego has used CIC to give its contact center agents functionality for automatic call distribution, interactive voice response, call recording, supervisory monitoring, and more.

"CIC's recording and monitoring apps have helped us identify performance issues, while improving our ability to coach agents, both of which have resulted in improved customer service," Geraty said.

Yellow Radio Service of San Diego deployed CIC with the help of Carlsbad, Calif.-based Advanced Call Processing, a value-added reseller and integrator of unified communications services and solutions.

"ACP wasa huge help in the deployment process," Geraty said. "Its team provided in-depth knowledge of CIC, along with industry best practices, which ensured we would get the greatest return on investment."

Yellow Radio Service of San Diego initially chose CIC to replace its contact center system based on feedback from its sister company CCSi, one of the nation's largest taxi dispatch services.

"CCSi carefully vetted CIC and found that no other product offered comparable functionality," Geraty said. "After deploying CIC, CCSi reported improved customer service and reduced costs. It was also able to eliminate biweekly system reboots, reporting absolutely zero downtime after deploying CIC. Demonstrable results like that convinced us that CIC would be the best solution for our company."

About Yellow Radio Service of San Diego

In continuous operation for over 80 years, Yellow Radio Service of San Diego provides transportation services throughout San Diego County on a 24-hour per day, seven-day per week, 365-day per year basis. With more than 300 vehicles, Yellow Radio Service of San Diego provides nearly 1 million dispatched trips annually, which involves answering approximately 3,000 trip requests per day. In addition to its regular on-demand taxicab business, Yellow provides transportation for seniors through Social Service Transportation programs, safe ride home programs for the armed services, and patient transport for many of the major hospitals. The company can be reached at 619.444.4444; on the Web at http://www.driveu.com/.

About Interactive Intelligence

Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of software and services designed to improve the customer experience. The company's 6,000-plus customers worldwide have benefitted from its cloud and on-premises solutions for contact center, unified communications, and business process automation. Interactive Intelligence is among Software Magazine's 2014 Top 500 Global Software and Service Providers, and has received a Frost & Sullivan (News - Alert) Company of the Year Award for the last five consecutive years. In addition, Glassdoor honored Interactive Intelligence with its 2014 Employees' Choice Award as one of the Best Places to Work in the U.S., and Mashable ranked Interactive Intelligence second on its 2014 list of the Seven Best Tech Companies to Work For. The company was founded in 1994 and employs more than 2,000 people worldwide. Interactive Intelligence is headquartered in Indianapolis, Indiana and has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. It can be reached at +1 317.872.3000 or [email protected]. Visit Interactive Intelligence on the Web at www.inin.com; on Twitter (News - Alert) at www.inin.com/twitter; on Facebook (News - Alert) at www.inin.com/facebook; or on LinkedIn (News - Alert) at www.inin.com/linkedin.

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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