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, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
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!