Interactive Intelligence Group, a provider of unified IP business communications solutions, will acquire Bay Bridge Decision Technologies, a provider of contact center forecasting, capacity planning and strategic analysis technology in an all-cash transaction. Financial terms of the deal were not disclosed.
Bay Bridge is a privately-held company founded in 2000. Its long-term forecasting and planning technology helps contact centers optimize delivery strategies, agent resources, and performance by getting the right number of agents, in the right place, at the right time, to deliver better service.
"This acquisition enables us to bridge the gap between our basic workforce management features and the advanced forecasting and planning capabilities in the Bay Bridge products, so we can now offer a true strategic planning solution for midsized and large contact centers," said Interactive Intelligence founder and CEODonald E. Brown, in a statement. "As the leading vendor in its industry, supplying the kind of advanced functionality required by the world's top brands, Bay Bridge makes for an ideal acquisition that will help our customers further streamline their technology sourcing and implementations, while giving them even greater return-on-investment."
Under the terms of the agreement, Bay Bridge will continue to sell and support itsCenterBridge family of long-term forecasting, analysis and planning products, while separately applying its patented forecasting technology and operations research expertise to advance the functionality of Interactive Intelligence's workforce management product, Interaction Optimizer.
Interactive Intelligence customers will be able to purchase the Bay Bridge products and integrate them to Interaction Optimizer or any third-party WFM solution already in use. Customers using Bay Bridge products will continue to be serviced by their existing support staff, which, over time, will be incorporated into the Interactive Intelligence support organization.
Interactive Intelligence will maintain the Bay Bridge office in Annapolis, Md.