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

Cost Savings or Customer Experience? It Doesn't Have to be a Choice

It's a simple fact - customers expect quality. They expect things to work. They expect not to have problems. That said, most accept they may encounter issues from time to time but, when they do, they expect quick and easy resolution. In other words, they expect your customer service to work. "Work," though, may mean very different things in terms of having appropriate resolution mechanisms in place, depending largely on the personal preferences of the customer. [ Read More ]
10/20/2014

Sitel Looking to Add 200 Jobs to Florida Call Center

As one report after another shows that call centers are returning to the United States in droves, communities all over the country are reaping the benefits. One such community is Lake City, Florida; where Sitel has just announced its plans to add as many as 200 positions to its call center. Sitel is one company that has made a rather productive go of it when it comes to the call center business. The firm has been so successful as a matter of fact that it actually has received business from other… [ Read More ]
10/20/2014

TicketNetwork Creates Jobs

TicketNetwork, a ticketing software provider, recently announced that it successfully hosted an open house job fair at its South Windsor headquarters. As per officials from the company, more than 45 applicants participated and 20 percent of them got the offers. Most of the professionals were hired for regular and seasonal inbound sales representative positions in its call center. [ Read More ]
10/20/2014

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014
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!