Ceridian Employer Services Improves Customer Service With State of the Art Communication System.

MINNEAPOLIS--(BUSINESS WIRE)--Oct. 20, 1998--

Enterprise Interaction Center Automates Routing, Reduces Time

and Offers Customers New Self Service Options

Ceridian Employer Services announced the debut of a switchless automated call distribution system that reduces waiting time, improves routing and offers new self service options for customers who are calling in for support. The automatic routing system is the first phase in a multi-step service program designed to meet the rapidly changing needs of Ceridian's customers today and into the next millennium.

"We're using the best technology available to provide our customers with a system that is both user-friendly and personalized," said John Winterholler, vice president of service for Ceridian Employer Services. "The system consistently connects individuals to the appropriate representative for personal, timely assistance during the business day, and the self service feature enables customers to find and review solutions any time of the day, every day of the year."

Designed by Indianapolis-based Interactive Intelligence, Ceridian's application of the Enterprise Interaction Center (EIC) is the first large-scale Windows NT-based system in the United States. The new system became operational the first week of September, and several enhancements are scheduled during the last quarter of 1998.

Enterprise Interaction Center Features

-- Customer-specific access codes immediately route customers to the

appropriate representative and/or the last person contacted.

-- Automatic call forwarding connects customers to the next

available team member in the event the original contact cannot be

reached.

-- Screen pop-up feature on the representative's computer

automatically displays the customer's account information,

including details of previous conversations.

-- Self service module provides customers with access to payroll

status and other account information, including frequently asked

questions 24 hours a day and seven days a week.

-- Menu of faxable documents and self service options enables

customers to review helpful information and order documents while

maintaining their place in the phone queue.

-- Automated customer feedback process offers a five-question

customer survey at the end of each call with electronic data

forwarding for use in improving the quality of the service

experience.

Winterholler noted that feedback from customers has been very positive, particularly regarding the functionality of the new system. Future enhancements to the system will include such features as different codes for each person within an organization so MIS and HR professionals can receive service that is targeted to their needs. In addition, requests received via fax, email and the Internet will be added to the "queue" much the same as telephone calls.

About Interactive Intelligence

Interactive Intelligence provides a revolutionary interaction management solution for enterprises, call centers, and service providers around the globe. The company's flagship product, known as the Enterprise Interaction Center (EIC), is an all-in-one Windows NT based communications server. EIC functions as PBX, IVR, ACD, voice mail system, fax server, web server, and CTI gateway for organizations up to several hundred users in size. Add-on products include Interaction Web (web chat, web callback, etc.), Interaction Recorder (voice logging), Interaction Dialer (predictive dialing), and Interaction Director (SS7 pre-call routing). Interactive Intelligence is headquartered in Indianapolis with offices in Atlanta, Boca Raton, Los Angeles, St. Louis, Washington D.C., Aix-en-Provence, France and Tokyo. The Company can be reached at 317-872-3000 or www.inter-intelli.com.

About Ceridian Employer Services

Ceridian Employer Services, a business unit of Ceridian Corporation, is the source for leading outsourced and in-house HRMS, payroll and tax filing solutions. The Ceridian Source product suite includes HRIS, employee self service, payroll and tax filing services, and time and attendance solutions - available for Windows, SQL Server and Oracle environments. Ceridian has formed strong customer partnerships with more than 100,000 customers, including 40 percent of the Fortune 1000 and 30 percent of the Fortune 100 companies. For more information about Ceridian Employer Services, visit http://ces.ceridian.com. Ceridian Corporation (NYSE: CEN) is a leading information services company that serves the human resource, electronic media and transportation markets.