Interactive Intelligence Group, a global provider of unified IP business communications software and services, has released an enhanced version of its Bay Bridge Decisions product suite.
Version 3.9 of the contact center forecasting, capacity planning, and analysis product suite includes the following enhancements:
- Email, chat, and casework features that enable managers to create timeframe defaults that calculate staffing over longer periods of time, and includes multichannel "sensitivity analysis" graphs for increased staffing efficiencies resulting in reduced costs.
- Customer experience metrics that give managers new custom feedback metrics so measures such as "net promoter scores" can be factored into staffing to better match hiring needs with interaction quality trends for improved customer service.
- Cloud deployment option that lets customers deploy the full Bay Bridge Decisions 3.9 feature set via a cloud-based model for lower initial costs, faster deployment, and reduced IT requirements.
"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, in a statement.
First released in 2000, the Bay Bridge Decisions product suite is a long-term forecasting and planning solution for large contact centers. The solution helps them 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.
In 2012, Interactive Intelligence acquired the makers of the Bay Bridge Decisions solution, and today it's offered as part of a complete suite of all-in-one IP communications software and services for contact centers and enterprises of all sizes.