Pivotal and Interactive Intelligence to Integrate eCRM with All-In-One Call Center Solutions

Integrated solution will unify Web, email, and phone interactions with Pivotal’s 360° e–customer relationship management solutions on Microsoft and Internet platforms


North Vancouver, BC, June 7, 1999 — Pivotal Corporation, a leading provider of mid-enterprise e-customer relationship management (eCRM) solutions designed for Microsoft® BackOffice® and Internet platforms, announced today a strategic alliance with Interactive Intelligence® to integrate Pivotal eRelationship™ and Interactive Intelligence’s Enterprise Interaction Center®(EIC). Under the umbrella of Pivotal’s Certified Product Alliance Program, the integration of Pivotal’s eCRM solution and EIC will provide a unified approach to managing the multi-channel, multi-function interactions affecting an organization today. Within the context of their eCRM solution, companies will be able to identify, prioritize, queue, and distribute phone, email, Web, and fax interactions based on current business data, thus being able to differentiate their customers to better interact with them.

"Today’s sophisticated customers want to be able to interact with organizations anytime, anyhow. As a result, these companies are looking for applications to manage and integrate all of these methods of communication into their customer relationship management process," said Norm Francis, president and CEO for Pivotal Corporation. "The integration of the Pivotal eRelationship family of products and Enterprise Interaction Center, will allow our customers to deliver more comprehensive customer service and extend their customer relationship management process outside the traditional boundaries of the customer call center."

"Enterprise Interaction Center’s software-based, open architecture was designed from the start as the foundation for a variety of applications such as the one developed by Pivotal," said Dr. Don Brown, CEO and president for Interactive Intelligence. "Pivotal was already strategically positioned as a player in the booming CRM market. With EIC, they’ll further leverage their powerful software product by rendering the communications medium unimportant. Businesses using the Pivotal/EIC solution can now focus on customer information, instead of how that information is being communicated. We think this gives Pivotal a major competitive advantage and we’re really thrilled with their innovative use of EIC."

The Pivotal 360° eCRM Product Family

The Pivotal 360° eCRM product family provides a robust and comprehensive eCRM solution for Microsoft BackOffice and Internet platforms. This enables business-to-business enterprises around the world to leverage the power of cutting edge Internet, database and mobile technologies to automate and unify all the processes that involve interacting with customers and managing ongoing relationships with them. The product family includes Pivotal eRelationship application suite, designed to transform Web sites into Internet Relationship Hubs™ for partner collaboration and e–customer relationship management over the Internet, and the Pivotal Relationship 99/SQL7 application suite, designed to unify and automate internal sales, marketing and service operations.

Enterprise Interaction Center

Enterprise Interaction Center (EIC), is an all-in-one Windows NT-based communications server. Unlike traditional telecom devices, EIC is an open, software-based solution that runs on a Pentium-class server. EIC functions as PBX, IVR, ACD, voice mail system, fax server, Web gateway, and CTI middleware system for organizations up to several hundred users in size at a given location. Add-on products include Interaction Web™ (text chat, Web callback, and voice over Internet calls), Interaction Recorder™ (voice logging), Interaction Dialer™ (predictive dialing), and Interaction Director™ (SS7 pre-call routing).

The Pivotal Certified Product Alliance Program

The Pivotal Certified Product Alliance Program is a comprehensive set of programs through which Alliance members can develop, promote, and sell their products, services, and solutions in conjunction with Pivotal. The multi-tiered program is designed to achieve benchmark integration standards for eCRM product and service providers, by certifying the integrated solution. This certification process provides Pivotal customers with consistently, high-quality integration between Pivotal Relationship products and "best-of-breed" products and services.



About Interactive Intelligence Inc.

Interactive Intelligence develops the Enterprise Interaction Center (EIC), a revolutionary all-in-one communications server solution used by over 250 call centers, enterprises, and service providers around the globe. Founded in 1994, Interactive Intelligence is a privately owned company with over 140 employees drawn from industry heavyweights including Bell Labs, Microsoft, Texas Instruments, Octel, Lucent, Genesys, and Software Artistry. As a testament to the skill and hard work of the Interactive Intelligence team, the EIC product received the 1997 Product of the Year award from Computer Telephony, Call Center, and CTI magazines less than a year after its introduction. EIC went on to win 1998 Product of the Year awards from these same publications, in addition to being named to Byte magazine’s Top 25 Technologies for 1998. In 1999 Interactive Intelligence was honored with Microsoft’s Fastest Growing Independent Software Vendors’ award, ranking 9th out of 75 nominees.

Pivotal Corporation enables large and medium-sized businesses worldwide to make, serve, and manage customers with superior speed and efficiency by providing XML-based demand chain networks that deliver personalized customer experiences across every touch point in real-time. These networks unify Internet commerce, CRM, eSelling, and wireless technologies to manage collaborative relationships between customers, business partners, and employees; guide intelligent commerce transactions across multiple channels; seamlessly integrate the demand chain with the supply chain; and fully exploit Microsoft platform standards.


Pivotal solutions are sold in 35 countries and are available in English, French, German, Spanish, Portuguese, Swedish, Japanese and Chinese. Pivotal's worldwide customer base includes more than 1,000 organizations in traditional, commercial and public market sectors and the new digital economy, including KPMG, Intrawest Corporation, Emerson Electric, US Filter, Ericsson, Nissan Motor Corp., HarperCollins Publishers, Qiagen Inc., Deutsche Bank, Trader.com, Southern Company, Lucent Technologies, Inc., NEC, Deloitte & Touche, Principal Financial Group and Red Cross Australia.


Pivotal is a public company traded on the NASDAQ under the symbol “PVTL” and the Toronto Stock Exchange under the symbol “PVT.” More information can be found on the corporate Web site at http://www.pivotal.com.

This release contains certain forward-looking statements that involve a number of known and unknown risks, uncertainties and other factors that may cause actual results of events to differ materially from those anticipated in our forward-looking statements. Factors that could cause actual results to differ materially include: rapid technological changes in the industry; volatility in the market price of the company's common stock; the company's ability to successfully manage its growth; the ability to maintain and grow successful third party relationships, to improve current products and develop new products, to adequately protect the company's proprietary rights, and other factors as described in the company's SEC filings. Although we believe that the expectations reflected in our forward-looking statements are reasonable, individual results may vary, and we cannot guarantee future results, levels of activity, performance or achievements or other future events. Moreover, neither we nor anyone else assumes responsibility for the accuracy or completeness of forward-looking statements. Jacqueline Voci
Tel: 425.897.6992
Fax: 425.897.8401
Email: jvoci@pivotal.com