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

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