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

    Cost Savings or Customer Experience? It Doesn't Have to be a Choice

    It's a simple fact - customers expect quality. They expect things to work. They expect not to have problems. That said, most accept they may encounter issues from time to time but, when they do, they expect quick and easy resolution. In other words, they expect your customer service to work. "Work," though, may mean very different things in terms of having appropriate resolution mechanisms in place, depending largely on the personal preferences of the customer. [ Read More ]
    10/20/2014

    Sitel Looking to Add 200 Jobs to Florida Call Center

    As one report after another shows that call centers are returning to the United States in droves, communities all over the country are reaping the benefits. One such community is Lake City, Florida; where Sitel has just announced its plans to add as many as 200 positions to its call center. Sitel is one company that has made a rather productive go of it when it comes to the call center business. The firm has been so successful as a matter of fact that it actually has received business from other… [ Read More ]
    10/20/2014

    TicketNetwork Creates Jobs

    TicketNetwork, a ticketing software provider, recently announced that it successfully hosted an open house job fair at its South Windsor headquarters. As per officials from the company, more than 45 applicants participated and 20 percent of them got the offers. Most of the professionals were hired for regular and seasonal inbound sales representative positions in its call center. [ Read More ]
    10/20/2014

    Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

    The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
    10/18/2014

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