Contact Center Solutions Featured Article

Interactive Intelligence Acquires Bay Bridge Decision Technologies

August 09, 2012

In an expansion of its capabilities to ensure customers optimize their contact center delivery strategies, agent resources, and performance by getting the right number of agents, in the right place, at the right time, to deliver better service  Interactive Intelligence (News - Alert) has just revealed that is has signed a purchase agreement to acquire Bay Bridge (News - Alert) Decision Technologies.  The acquisition of the privately-held company, is an all-cash deal is that became effective as of August 1, 2012.

Bay Bridge, founded in 2000, is a provider of long-term forecasting and planning technology. Commenting on the purchase, Interactive Intelligence founder and CEO, Dr. Donald E. Brown stated:

“This acquisition enables us to bridge the gap between our basic workforce management features, and the advanced forecasting and planning capabilities in the Bay Bridge products, so we can now offer a true strategic planning solution for mid-size and large contact centers…As the leading vendor in its industry, supplying the kind of advanced functionality required by the world's top brands, Bay Bridge makes for an ideal acquisition that will help our customers further streamline their technology sourcing and implementations, while giving them even greater return-on-investment."

Agreement terms have Bay Bridge continuing to sell and support its CenterBridgefamily of long-term forecasting, analysis and planning products, while separately applying its patented forecasting technology and operations research expertise to advance the functionality of the Interactive Intelligence workforce management product, Interaction Optimizer.  In addition, Interactive Intelligence customers will be able to purchase the Bay Bridge products and integrate them with the Interaction Optimizer, or any third-party WFM solution already in use.

Customers using Bay Bridge products will continue to be serviced by their existing support staff, which, according to Interactive Intelligence over time, will be incorporated into the Interactive Intelligence support organization.  In addition, plans are to maintain the Bay Bridge office in Maryland.

Given the challenging economic climate, being able to offer customers a comprehensive view of their long-term needs is a valuable addition to the Interactive Intelligence stable of capabilities. This is particularly true based on the complexity of planning for both agent needs, technology as well as assuring that workflows are optimized as conditions require.

 

Interactive Intelligence is a Platinum Level sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. For more information on ITEXPO click here.




Edited by Jamie Epstein

Article comments powered by Disqus

Related Contact Center Solutions Articles

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014

Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
09/27/2014

Contact Solutions Presents My:Time Customer Service Portal

Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
09/26/2014

Capgemini Report Finds Digital Consumer Engagement is Important and Growing, Questions Role of Social Media in Shopper Journeys

There is a constant drumbeat in support of omni-channel experiences when it comes to retailers looking to use the latest technology to seamlessly integrate the physical and virtual worlds to provide shoppers more compelling experiences. This is certainly an inexorable trend, but according to the release of the second edition of consulting firm Capgemini global report on such matters, "Digital Shopper Relevancy Report", there are some surprises that retailers literally and figuratively need to ta… [ Read More ]
09/26/2014
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!