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


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