Contact center forecasting, capacity planning, and analysis product
suite enhanced to reduce costs and improve customer service
INDIANAPOLIS & ANNAPOLIS, Md.--(BUSINESS WIRE)--
Interactive Intelligence Group Inc. (Nasdaq: ININ), 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 has been enhanced to reduce costs and improve
"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,
Bridge Decisions™ 3.9 includes the following
Email, chat and casework features --
Enables 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
Customer experience metrics -- Gives 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 — Customers can now 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.
First released in 2000, the Bay Bridge Decisions™
product suite has become the most widely used long-term forecasting and
planning solution by large contact centers throughout the U.S. The
solution 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.
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.
Bridge Decisions™ 3.9 is available worldwide (English
only) and can be purchased through the Interactive Intelligence global
For more information about Bay Bridge Decisions™ 3.9,
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider
of contact center automation, unified communications, and business
process automation software and services. The company's unified IP
business communications solutions, which can be deployed on-premises or
via the cloud, are ideal for industries such as financial services,
insurance, outsourcers, collections, and utilities. Interactive
Intelligence also offers the Bay Bridge Decisions™
product suite, a complete solution for contact center forecasting,
capacity planning, and strategic analysis. Interactive Intelligence was
founded in 1994 and has more than 5,000 customers worldwide. The company
is among Forbes Magazine's 2011 Best Small Companies in America and
Software Magazine's 2012 Top 500 Global Software and Service Providers.
It employs approximately 1,400 people and is headquartered in
Indianapolis, Indiana. The company has offices throughout North America,
Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive
Intelligence can be reached at +1 317.872.3000 or firstname.lastname@example.org;
on the Net: www.inin.com.
This release may contain certain forward-looking statements that involve
a number of risks and uncertainties. Factors that could cause actual
results to differ materially are described in the company's SEC filings.
Interactive Intelligence is the owner of the marks INTERACTIVE
INTELLIGENCE, its associated LOGO and numerous other marks. All other
trademarks mentioned in this document are the property of their
Christine Holley, +1 317-715-8220
Director of Market Communications
Source: Interactive Intelligence
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