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

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