Shield Healthcare Uses Integrated System from Onyx Software and Interactive Intelligence to Power Contact Center and Drive Compliance Efforts

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October 20, 2004

Shield Healthcare Uses Integrated System from Onyx Software and Interactive Intelligence to Power Contact Center and Drive Compliance Efforts
Leading Provider of HealthCare Products and Services automates processes for efficient service to caregiver community

BELLEVUE, Wash. and INDIANAPOLIS, Ind. - Onyx® Software and Interactive Intelligence Inc. (Nasdaq: ININ) today announced that Shield Healthcare, a leading provider of disposable medical products and services for the treatment and care of patients in the home, is using Onyx Enterprise CRM and Interactive Intelligence's Customer Interaction Center® (CIC) as part of its new contact center initiative. Using the integrated system, Shield can identify and monitor service levels to ensure that the right supplies get to the right people at the right time. The system is part of Shield's efforts to meet regulatory compliance standards and adapt to the frequent changes in processing requirements.

For 47 years, Valencia, Calif.-based Shield Healthcare has been meeting the medical supply needs of consumers and the caregiving community with a focus on customer satisfaction and employee achievement. But with the challenges of meetings today's compliance standards along with the need to better manage the reimbursement process for Medi-Cal, state Medicaid's, and Medicare, Shield needed a flexible CRM system that could automate and easily map the processes required to comply with these regulations.

"In healthcare, the rules of compliance are complex, which creates a steep learning curve for our customer service agents," said Brian Choynake, vice president and chief financial officer, Shield Healthcare. "The integrated solution from Onyx and Interactive Intelligence takes out much of the reliance on knowledge and makes the process more efficient for our agents. At the same time, it provides a mechanism for capturing the information necessary to meet the standards set by industry regulators."

The integrated system provides a single interface that links the call interaction and skill-based routing information from CIC directly to the customer data screens in Onyx CRM. It is designed to help Shield improve customer service, streamline business processes and increase efficiencies throughout its contact center by enabling it to:

Simplify access to customer information
Trigger actions through business rules that streamline the order process
Use sophisticated scripting to ensure required data is captured accurately and consistently
Manage call lists and product order entry
Schedule call backs for next reorders
Link to visual catalog of its products
Build targeted marketing programs based on customer's order history

"There's a reason that dozens of customers are successfully using Onyx and Interactive Intelligence in their contact centers," said Dr. Donald E. Brown, president and chief executive officer for Interactive Intelligence. "Onyx CRM integrated with CIC gives agents access to relevant information at key points within their daily workflows, making it easier for them to place accurate orders and resolve customer issues quickly and efficiently. More importantly, companies can use the system to automate business process around the latest in government and industry compliance."

In addition to Shield Healthcare, Onyx and Interactive Intelligence have successful joint implementations at more than a dozen customer sites including Amway Korea, Netegrity, and Sony Music Entertainment.

About Onyx Software
Onyx Software Corporation (Nasdaq: ONXS), a worldwide leader in delivering successful CRM, offers a fast, cost-effective, easy to use solution that shares critical information among employees, customers and partners through three role-specific, Web services-based portals. The Onyx approach delivers real-world success by aligning CRM technology with business objectives, strategies and processes. Companies rely on Onyx across multiple departments to create a superior customer experience and a profitable bottom line. Onyx serves customers worldwide in a variety of industries, including financial services, healthcare, high technology and the public sector. Customers include Amway, United Kingdom lottery operator Camelot, Delta Dental, Microsoft Corporation, Mellon Financial Corporation, The Regence Group, State Street Corporation and Suncorp. More information can be found at (888) ASK-ONYX or emailinfo@onyx.com.

About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global developer of business communications software for IP telephony, contact center automation, unified communications, and customer self-service. The company was founded in 1994 and has more than 1,000 customers worldwide. Recent company awards include Software Magazine's 2004 Top 500 Global Software and Services Companies, and Network World Magazine's 2003 Top 200. Interactive Intelligence employs approximately 350 people and is headquartered in Indianapolis. The company has 12 offices throughout North America, Europe and Asia. Interactive Intelligence can be reached at +1 317.872.3000 or info@inin.com; on the Web: http://www.ININ.com.

Forward-Looking Statement
This press release contains forward-looking statements, including statements about the potential benefits of Onyx products. Forward-looking statements are based on the opinions and estimates of management at the time the statements are made and are subject to risks and uncertainties that could cause actual results to differ materially from those anticipated in the forward-looking statements. The words"predict", "believe," "expect," "intend," "anticipate," variations of such words, and similar expressions identify forward-looking statements, but their absence does not mean that the statement is not forward-looking. These statements are not guarantees of future performance and are subject to risks, uncertainties and assumptions that are difficult to predict. Factors that could affect Onyx's actual results include, but are not limited each customer's implementation with, and satisfaction of, Onyx products, and the "Important Factors That May Affect Our Business, Our Results of Operations and Our Stock Price" described in our quarterly report on form 10-Q for the period ended June 30, 2004. Readers are cautioned not to place undue reliance upon these forward-looking statements that speak only as to the date of this release. Onyx undertakes no obligation to update publicly any forward-looking statements to reflect new information or circumstances after the date of this release or to reflect the occurrence of unanticipated events.

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Onyx is a registered trademark of Onyx Software Corporation in the United States and other countries. Other product or service names mentioned herein are the trademarks of their respective owners.

Contact: Bob Craig
Onyx Software
617-314-6846 Christine Holley
Interactive Intelligence Inc.
(317) 715-8220
christine.holley@inin.com

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