Contact Centre Featured Article

February 27, 2013

Interactive Intelligence Releases New Version of Contact Center Suite to Improve Customer Service


A global provider of unified IP business communications, Interactive Intelligence (News - Alert) Group Inc. has released a newly enhanced version of its Bay Bridge Decisions product suite. The latest version 3.9 features such as forecasting, analysis, and capacity planning have been enhanced to reduce costs and improve customer service.

“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 (News - Alert) Division vice president of Interactive Intelligence, Ric Kosiba according to recent reports.

The new version of Bay Brdige Decisions 3.9 includes enhancements that further simplify and advance features. E-mail, chat, and casework features now enable managers to create timeframe defaults that calculate staffing over extended time periods.

In addition, they have also tacked on multichannel sensitivity analysis graphs for improved staffing efficiencies that result in lower costs. Their customer experience metrics have undergone enhancements that give managers custom feedback metrics, allowing them to measure net promoter scores. This can be factored into staffing to match hiring needs with interaction quality trends for better customer service.

Their cloud deployment option has also been enhanced. Customers can now deploy the full Bay Bridge Decisions 3.9 feature set from a cloud-based model for reduced initial costs. This allows for faster deployment and fewer IT requirements.

The Bay Bridge Decisions product suite, which was first launched in 2000, has become the most widely used long-term planning solution by large contact centers in the US. It helps contact center’s optimize their strategies surrounding delivery, performance, and agent resources by putting the right number of staff in the right place to deliver better service. Interactive Intelligence acquired the makers of Bay Bridge Decisions solution in 2012, and now it’s offered as a part of the complete suite of all-in-one IP communications software.




Edited by Brooke Neuman


Related Contact Center Solutions Articles

    Contact Center Solutions Week in Review: Hiring Spree in the US

    There are two interesting trends that continue to make their appearance in Contact Center Solutions Community news on almost a weekly basis, and this week they are prominent. They happen to also be closely related. The first is that that with customer experience improvement being such a large priority for companies around the world, the investment in contact centers is clearly increasing. The second is that whether it is contact centers for individual companies and government agencies of relying… [ Read More ]
    09/20/2014

    Tellwise Smart Messages Integrated with Salesforce.com CRM

    Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
    09/18/2014

    Creating Customers for Life

    Finally, a paramount piece to the puzzle is advocacy. By identifying who one's most active users are, and seeing who is gaining the high value from your offerings, it creates the opportunity for walking, talking advertisements. Communities of users can be developed to create best practices, and by fostering these relationships the door is left wide open for a very profitable long-term partnership. Referrals earn these advocates entrance in a loyalty program. To measure levels of advocacy, the me… [ Read More ]
    09/18/2014

    Xerox Bringing 1,000+ Call Center, Other Jobs to Kentucky

    When it comes to the call center world, the growing trend for the market is for companies to return to the United States. Xerox is just one of the companies moving its call center operations back to the U.S. [ Read More ]
    09/18/2014

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured eBook

    All Things Customer Interaction Solutions eBOOK
    It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier-free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert