Contact Center Solutions Featured Article

Interactive Intelligence Unveils Bay Bridge Decisions Version 3.9

February 20, 2013

In any industry the most important aspect is making sure that its customers are satisfied, which is why businesses invest enormous amounts of money to guarantee a flawless customer experience. As businesses become to rely even more heavily on contact centers to address the needs of their customers, contact center solution providers are constantly developing software, like Bay Bridge (News - Alert) Decisions, that will improve the interaction between the operator and consumer.

The enhanced 3.9 Version of Interactive Intelligences’ product suite, Bay Bridge Decisions, has just been released. This updated version, which manages the contact center forecasting, capacity planning and analysis, will be less costly and improve its customer service capabilities.

Interactive Intelligence (News - Alert) is a provider of contact center automation, unified communications and business process automation software and services. Its latest solution, Bay Bridge Decisions, is designed to help businesses improve their customer experience by managing call volume, analyzing data, organizing back –office workload and hiring staff to match each level criteria.

The 3.9 Version will have E-mail, chat and casework features that will enable managers to create timeframe defaults that calculate staffing periods over longer periods of time, and will include multichannel sensitivity analysis graphs to reduce costs.

"We added multichannel features, custom feedback metrics, and a new cloud-based deployment option to help our customers further reduce staffing costs, while improving their customers' service experience," said Bay Bridge Division vice president for Interactive Intelligence, Ric Kosiba.

To improve the customer experience the new custom feedback metrics allows managers to measure features like net promoter scores, which can be factored into staffing to more efficiently match the hiring needs with the interaction quality trends.

As the cloud trend becomes popular in work environments and enterprises of any size, the new Bay Bridge Decisions solution will have a cloud deployment option, which will allow customers to deploy its operations to a cloud-based model for lower costs, faster deployment and reduces IT requirements. 




Edited by Amanda Ciccatelli

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014

Ozonetel Integrates CloudAgent with Zoho CRM

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
11/21/2014

LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
11/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!