2009 EMEA Partner Conference Global Education Services Presenter – Cindy Phillips

1. 2009 EMEA Partner ConferenceGlobal Education ServicesPresenter – Cindy Phillips

2. Welcome! • Intro to Education Services • Who We Are • What We Do • Instructor-led Training Courses • On-line Passport • For Our Partners • 2009 Certification Programs • Optimizer Certification Levels • Continuing Education Requirements • SDF Funds • For Your Customers • Books-on-Demand • UBO Track • Top 10 Reasons

3. Global Education Services: Who We Are • Cumulatively, the education staff has over 60 years of ININ experience • Cumulatively, the education staff has over 140 years of experience working with software and technology • Training with a personal touch – all classes have 12 or fewer students • Professional trainers with personalities that make learning fun • Award winning course materials • A helpful and courteous administrative staff • Beautiful, top-notch training centers • Amsterdam, Holland • Slough, UK - Mobile • Indianapolis, IN (4 classrooms) • Irvine, CA (2 classrooms) • Herndon, VA • US Mobile • Kuala Lumpur, Malaysia • Tokyo, Japan

4. Global Education Services: What We Do • Instructor-Led Training • Technical Training • Operations Training • Online Training • Webinars • Computer Based Training (CBTs) • On-line Passport Subscription Service • On-line Continuing Education Package • Coming Soon: On-line Instructor-led Training

5. Instructor-Led Training Courses • Interaction Dialer Installation and Configuration (IDCE) • Interaction Recorder Essentials • MIC for Administrators • MIC for IC Engineers (CoCE) • MIC Installation and Configuration (CoCE) • Optimizer Deployment & Administration (IOCE) • VoIP Deployment Bootcamp for CIC (ICCE) • Advanced Handler Development • CIC Handler Development (ICHD) • Essentials of Interaction Feedback • Interaction EasyScripter Development • CIC Installation & Configuration (ICCE) • IC System Administration • IceLib Fundamentals • Interaction Attendant Workshop • Interaction Dialer for Administrators • Interaction Scripter Development • Interaction Center VoIPProfessional Bootcamp (ICVP)

6. Other Classes - Coming Soon • E-FAQ • Speech Recognition • Interaction Process Automation • Instructor-led Web-based training

7. On-line Passport • EIC Troubleshooting • EIC Administration & Attendant • EIC Reporting • And much, much more • On-line Passport • CIC Troubleshooting • 2.4 Certification Update • CIC Basic Administration • Interaction Attendant Essentials • Telephony Solutions • SIP • Aculab • TAPI • Dialogic • CIC Reporting • Understanding Telephony Concepts

8. Also in the On-Line Passport • Computer Based Training • Interaction Client .NET Edition • Interaction Client WIN 32 Edition • Interaction Client Outlook Edition • Interaction Supervisor • Many “How-to” snippets

9. For Our Partners - 2009 Certification Programs • Instructor Led Certification Courses • Interaction Center Certified Engineer (ICCE) • CIC Installation & Configuration • VoIP Deployment Bootcamp for CIC • Interaction Center VoIP Professional (ICVP) • Interaction Center VoIP Professional (ICVP) Bootcamp • Interaction Center Handler Developer (ICHD) • Handler Development • Interaction Dialer Certified Engineer (IDCE) • ICCE + Dialer Installation & Administration • Messaging Interaction Center Certified Engineer (MICCE) • MIC Installation & Configuration ---OR--- • ICCE + MIC for IC Certified Engineers • Interaction Optimizer Certified Engineer (IOCE)

10. Optimizer Certification levels • Interaction Optimizer Certified Engineer - Deploy and Support (IOCE/D) • Interaction Optimizer Deployment training class for 1 engineer at an Interactive Intelligence training center. • PSO assistance with first deployment (to be evaluated as pass/fail by PSO). • One-year subscription to downloadable, printable, updated Optimizer training materials from Education and PSO. • After the first year, annual subscription for updated deployment and recertification materials is available. • Once the initial requirements have been met, additional engineers may become deployment certified by attending the Optimizer Deployment training and passing the certification exam. • Interaction Optimizer Certified Engineer - Support Only (IOCE/S) • PSO must be engaged for any implementations. • Complete Interaction Optimizer Deployment training at an Interactive Intelligence training center. • For Partners Who Are Currently Certified • You are exempt • To receive the training materials and updates, purchase the Interaction Optimizer materials annual subscription • An on-line recertification will be required when product changes are significant

11. Continuing Education Program Purpose To ensure that certified engineers continue to update their skills as the products change and grow Benefits • Partners will be better informed and more capable of handling advanced support issues • Partners will be more knowledgeable about new functions and features of the products • Partners will be aware of add-on products that are available • Partners will stay up-to-date with what is new in each SU released

12. Continuing Education Program • An initial certification (ICCE, ICVP, MICCE) will be valid for at least 12 months • After 12 months, a certified engineer will be required to earn 4 ININ Continuing Education Points per year for continued support access according to the following schedule: • Engineers certified between April 2006 – December 2007 will be required to earn 4 ININ Continuing Education Points per year beginning in 2009. • Engineers certified between January 2008 – December 2008 will be required to earn 4 ININ Continuing Education Points per year beginning in 2010. • Engineers certified between January 2009 – December 2009 will be required to earn 4 ININ Continuing Education Points per year beginning in 2011. • Points are accumulated as follows: • One continuing education webinar or on-line training class with test = 1 point OR • One day of approved instructor-led training = 2 points OR • An additional ININ certification = 4 points

13. On-line Continuing Education Package • Includes the On-line Passport Contents PLUS • Continuing Education Webinars and Exams

14. Continuing Education Webinars • Support webinars on advanced topics • Education webinars on new features and functionalities • On-line classes that cover advanced topics or additional products (such as Interaction Director) • An on-line test must be taken and passed after each webinar or on-line class • Each webinar and test, or on-line training class and test is worth 1 point • Hosted in the on-line Passport on Training Partner at www.ininuniversity.com • All CE candidates must have a unique login • Register via on-line registration through education.inin.com

15. Instructor-led Training • Includes the following instructor-led classes (Current as of Dec. 2008) • Advanced Handler Development (4 days) • CIC Handler Development (5 days) • IC System Administration (5 days) • IceLib Concepts (3 days) • Interaction Attendant Workshop (3 days) • Interaction EasyScripter Development (2 days) • Interaction Recorder Essentials (5 days) • Interaction Scripter Development (2 days) • Optimizer Deployment & Administration (5 days) • Each day of instruction is worth 2 points. Any one of these classes would fulfill an engineer’s continuing education requirement for 1 year • Classes may be added to this list. Email education@inin.com for a current list of eligible classes.)

16. Additional ININ Certifications • Includes the following certifications (Current as of Dec. 2008) • Interaction Dialer Certified Engineer (IDCE) • Interaction Optimizer Certified Engineer (IOCE) • Interaction Center Handler Developer (ICHD) • Each certification is worth 4 points. One new certification would fulfill an engineer’s continuing education requirement for 1 year • Certifications may be added to this list. Email education@inin.com for a current list of eligible certifications

17. On-line Continuing Education Costs to the Partner • The On-line Passport is a dynamic resource which contains all of the current on-line classes, cbts, and helpful “how-to” Smart-Bytes • Individual log-ins are required for each engineer • For an on-line continuing education package, the suggested costs to the partner organization will be: • $2100 for the on-line Passport + the following: • $250 per login (for the first 1-5 engineers) • $200 per login (for the next 6-10 engineers) • $150 per login (for the 11th engineer and beyond) • SDF funds may be used to purchase the On-line Passport or Instructor led training

18. SDF Funds • SDF funds are accrued through the sale of Interactive Intelligence software licenses • Earned at the rate of 2% on paid invoices • Effective January 1, 2009 the calculation does not include sales of third party software or first year support and maintenance • SDF funds earned expire on March 31st of the following year • Beginning Feb 2009 MDF/SDF balance subscription service • SDF contact - gsadmin@inin.com • Come see me to find out how much SDF you have

19. For Your Customers - Books on Demand Client Training Materials • Fully customizable client training materials • Provide training for • .NET client for ACD agents and Business users • Outlook Edition client basic training • Recorder client basic training • Interaction Supervisor • See the pdf on http://education.inin.com for more details

20. Unified Business Objectives Track – Especially for Your Customers Classes designed for Contact Center Operations Management • Contact Center Best Practices Workshop • Interaction Center Reporting Workshop • IC Administration for Operations (will replace IC System Administration) • Interaction Dialer Operations (Q2, 2009)

21. Top 10 Reasons to Have Education Services Train Your Customers • Partners earn a 30% margin on training sold • Educated customers are happier and make fewer support calls • Educated customers purchase more add-ons and licenses than non-educated customers • Interactive Intelligence has developed many courses specifically with customers in mind • Interactive Intelligence has CBTs, Books-on-demand client training materials, Instructor-led training, Web-based training, and custom training options. • With our mobile classroom, we can conduct any training course on-site • Bulk purchase discounts are available fortraining at our training centers • Satisfaction survey rankings are alwaysabove 4.25/5.0 • Training on the latest releases and product offerings • Our trainers have the inside track to Product Knowledge, Practices, Procedures and Support backed by  300+ Developers who wrote the code

22. What people are saying about ININ education • “Very well organized course. Everyone dealing with IC should attend this course.” – Pedro P., Boomerang Tracking (IC System Administration) • “The ININ 3.0 Bootcamp has prepared me with the knowledge, as well as the confidence, to go back to my company, install the new platform, and manage the day-to-day needs.” – Michael M., Vegas.Com (VoIP Bootcamp) • “Your training classrooms reflect your desire to equip your users with the tools to be successful. Trainers are VERY knowledgeable and all questions were answered. Your level of training should be a role model.” – Phil W., Iowa Telecom (Dialer Administration) • “I would have to say this is, by far, the best class I have taken. The instructor knew how the system worked, could answer ALL our questions, and the equipment worked.“ – John H., Voice Plus (MIC Installation & Administration)

23. Visiteducation.inin.com For more details