Interactive Intelligence releases enhanced version of product suite

Interactive Intelligence has released an enhanced version of its Bay Bridge Decisions product suite.

In version 3.9, the contact centre forecasting, capacity planning, and analysis 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 Division vice president for Interactive Intelligence, Ric Kosiba.

Bay Bridge Decisions 3.9 includes the following specific enhancements:

• 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.
• 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.