Interactive Intelligence releases enhanced version of product suite 660 Filed under - Archived Content, Genesys 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. Author: Jo Robinson Published On: 6th Mar 2013 - Last modified: 1st Nov 2017 Read more about - Archived Content, Genesys Related Reports eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons 2024 Contact Centre Buyer’s Guide Checklist: Supercharge Customer Experience Teams with AI Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter