Bay Bridge Decision Technologies Introduces Enterprise Staff Planning to its CenterBridge Strategic Planning Software.

Annapolis, MD – August 24, 2009 — Bay Bridge Decision Technologies®, introduces Enterprise Staff Planning, an optimal way to manage the ebb and flow of contact center agent resources, to its CenterBridge suite of software applications, the industry’s first and leading contact center strategic planning and analysis solution.

At its core, Enterprise Staff Planning enables contact centers to determine the optimal hiring plan from one internal group to another, while also calculating the optimal hiring strategy for the feeder group from which agents are hired. These advancements to the hiring optimizer functions of CenterBridge will be released September 1, 2009.

Ric Kosiba, President, Bay Bridge Decision Technologies, said, “One of the age-old real world business problems that had yet to be solved was flow through hiring, and our engineers have developed an elegant mathematical approach to solve this very complicated math problem.”

Kosiba continued, “In keeping with Bay Bridge’s commitment to using true mathematical optimization approaches to staff planning, these new techniques determine the just-in-time hiring plan for organizations that hire specialists from within their agent pool. The net-net result of this new planning technology is a significant improvement in staffing efficiencies saving our customers a lot of money.”

Bay Bridge Decision Technologies Receives Best of Show Award

CenterBridge 3.5 Receives Top Honor at Call Center Demo and Conference Austin

Annapolis, MD – April, 2006 – Bay Bridge Decision Technologies has received a Best-of-Show Award from Call Center Magazine for its CenterBridge call center strategic planning, analysis, budgeting, and performance improvement software.

In its April issue, the publication cited the Bay Bridge software as one of the three best new products and services among more than 100 showcased at the Call Center Demo & Conference in Austin, TX, in February.

The article details how CenterBridge enables companies to see the effects of actual or hypothetical changes, such as surges in the number of calls or more training for employees, as well as how its staffing optimizers create the most efficient hiring, termination, extra time, and leave plans possible. To view the full article visit: http://www.callcentermagazine.com/shared/article/showArticle.jhtml

“This software lets you run simulations to determine which combination of hiring and overtime compensation has the best chance to achieve, say, the lowest abandon rate among callers, the highest rate of availability among agents, the most revenue for the company or any combination of these goals,” Call Center Magazine said. “Bay Bridge’s newest software raises the bar for forecasting to a higher level; that’s why CenterBridge 3.5 earns a Best of Show award.”

“We are excited to once again receive this award for the latest release of our CenterBridge product,” said Ric Kosiba, president of Bay Bridge. “This application, with its many enhancements and patent-pending innovations, makes simulation accessible to the non-technical user in a fast, interactive, and extremely accurate application.”

Call Center Magazine covers hardware, software and services for companies using telephones and the Internet as customer-service tools. Published in New York City, it is distributed both as a print publication and via the Internet.

Bay Bridge is the number one provider of planning and analysis applications to the contact center community through its CenterBridge suite of software applications. Bay Bridge’s award-winning CenterBridge product is used by customers in a variety of industries including car rental, credit card, telecom, investments, insurance, educational lending, healthcare, lodging, and outsourcing. Bay Bridge is headquartered in historic Annapolis, Maryland. For more information, please visit www.baybridgetech.com or call Daniel Mahon at (540) 710-7298.

Bay Bridge Decision Technologies Announces Planning Tool for Outsourcers

New release of CenterBridge includes powerful new tools to help outsourcers plan and price their new prospective customers

Annapolis, MD – January 25, 2005 –Bay Bridge Decision Technologies, the leader in planning and what-if analysis tools for contact center networks, announces the availability of a new set of analytic tools within CenterBridge 3.3 to help outsourcers plan and analyze new business opportunities.

“These exciting tools allow outsourcers to accurately price new business opportunities- and within minutes,” says Daniel Mahon, Vice President of Bay Bridge. “When combined with the powerful what-if capabilities of CenterBridge, outsourcers will be able to perform comprehensive analyses on prospective new clients or changes to their business.”

These new features include easy-to-use call volume distribution editors, and optimization wizards that allow planners to price a new bid very quickly and accurately.

“Managers of outsourcing contact centers have a unique requirement, they must evaluate, quickly and accurately, a significant amount of new business opportunities and develop contact center plans. Before CenterBridge, determining the best operational plan for a new customer required you to use your workforce management tools in ways they were not designed. CenterBridge 3.3 includes optimization wizards that allow you to build a new contact center project from scratch, analyze the operational and financial impacts of the center, and then determine the best plan going forward,” says Ric Kosiba, President of Bay Bridge.

Typically, during the RFP process, prospective customers will define their service level goals and their forecasted call volume while outsourcers will try and develop their least-cost center staff plan that meets these goals.

Users of CenterBridge can now present a true least-cost business plan based on their customer’s requirements, but may also present many different pricing options based on trade-off analyses the customer may never have contemplated.

“For some centers it may make financial sense to staff to an abandon rate knowing the value of a call, while the customer may traditionally use service level as a goal. In CenterBridge, showing the trade-offs between differing goals takes just a few minutes,” continues Mahon. “Outsourcers using CenterBridge 3.3 will have a distinct advantage over their competition during the bidding process.”

CenterBridge is the only staff, budget, and what-if analysis system designed for large, networked contact center operations. CenterBridge’s rich analysis features include:

Hiring and termination optimization wizards: CenterBridge will help you find your mathematically provable least-cost staff plan;
Contact center sensitivity and what-if analysis: CenterBridge will help you determine how changes in your operation will affect both your operation and your finances;
Powerful reporting features including the ability to track your current center operational and financial performance and compare your performance to your plans.
About Bay Bridge Decision Technologies, Inc.

Bay Bridge provides specialized decision support software that improves the quality of decision-making in customer contact channel management applications.

Bay Bridge is located at 900 Bestgate Road, in Annapolis, MD and can be found on the Net: http://www.baybridgetech.com. Contact Dan Mahon, (540) 710-7298, or Ric Kosiba, (410) 224-9883.

IEX and Bay Bridge Partner for Advanced Decision Support Solution-Alliance Expands Range of Optimization Solutions

Richardson, Texas – June 10, 2004 – Expanding its range of contact center optimization solutions, IEX Corporation, a Tekelec company (Nasdaq: TKLC) and the leading provider of workforce management technology, today announced its partnership with Bay Bridge Decision Technologies Inc. of Annapolis, MD. Bay Bridge is a leading provider of contact center planning budgeting, and analysis software. Under this agreement, IEX will include the Bay Bridge CenterBridgeT solution as part of its contact center optimization suite.

IEX president, Debbie May said this agreement gives contact center managers, along with counterparts in finance, an advanced decision support solution that can be quickly and cost-effectively deployed. “CenterBridge is a great complement to TotalView,” said May. “CenterBridge gives large, multisite contact centers a comprehensive tool for sophisticated planning and analysis and TotalView implements those plans.”

CenterBridge complements TotalView by providing more detailed long-term financial and strategic planning capabilities. Whereas TotalView is the leading system for forecasting, scheduling and intra-day staff management, CenterBridge extends the planning horizon and provides strategic and financial planning tools. These tools enable managers to automatically develop budgets, build staff plans and service quality projections, as well as create variance analysis and risk assessment reports. CenterBridge enables managers to determine the business impact of changes on staff and infrastructure, and empowers them to answer specific operational questions such as what service level will maximize profits.

“Customers typically see a 50 percent or more reduction in the amount of time spent on long-term planning, budgeting and analysis,” said Bay Bridge chief executive officer, Dean Papadopoulos. “They are also able to quickly answer difficult ‘what-if’ analysis and planning questions to easily evaluate a large number of staffing and service alternatives when considering how to best handle future requirements. CenterBridge developed hiring and long-term staffing plans can result in headcount savings of up to five percent over other methodologies.”

About TotalView

The TotalView Workforce Management system enables contact centers to deliver consistent service, lower operating costs and raise employee morale. TotalView improves the scheduling and agent management processes in both single and multiple site contact centers. Its advanced features include skills-based and multimedia scheduling, real-time and historical adherence, intraday management, vacation and holiday planning, performance management, short-term and long-term resource planning and enterprise reporting and data exchange.

About CenterBridge

The CenterBridge solution helps contact centers optimize performance by improving their strategic planning and analysis capabilities contributing to better, more informed decisions. Providing performance forecasting, resource planning, budgeting and analysis for large or multisite customer contact center organizations, the CenterBridge solution is powered by advanced, patent-pending simulation and optimization technology. The solution’s simulation algorithms accurately model the impact of resource and operations plans on multiple service quality, cost, sales and profit measures. Optimization wizards provided in CenterBridge automatically determine optimum staffing levels and hiring schedules, as well as overtime and unpaid leave levels, based on multiple business goals such as profit, average speed of answer, service level and abandons.

About IEX

IEX Corporation, a Tekelec company, is a leading provider of contact center optimization solutions. In existence since 1988, the company has a long-standing reputation for delivering superior products, quality services, and customer success. Contact centers of all types and sizes, totaling more than 685,000 agents at over 2,600 sites in 34 countries worldwide, rely on IEX solutions to improve planning, enhance performance, streamline tasks and integrate data. IEX sells products and services worldwide through direct sales and select distributors. The company’s headquarters are located in Richardson, Texas. More information can be found on the IEX Website at www.iex.com

About Bay Bridge Decision Technologies, Inc.

Bay Bridge provides specialized decision support software that materially improves the quality of decision-making in customer contact channel management applications. Bay Bridge offers the CenterBridge, TeleBridgeT, Collections BridgeT, and Customer InSightT systems that maximize the performance of customer contact channels through the practical application of advanced technology.

Bay Bridge is based in Annapolis, MD. For more information, visit the company’s Website at http://www.baybridgetech.com .

Bay Bridge Decision Technologies Introduces CenterBridge 2.5

New Features Improve Financial Planning, Budgeting, Optimization, and Operations Management Capabilities For Inbound Contact Centers

ANNAPOLIS, MD – October 14, 2002 – Bay Bridge Decision Technologies announces the release of Version 2.5 of CenterBridge. CenterBridge is the only available enterprise-class forecasting, resource planning, budgeting, and analysis system for large or multi-site inbound customer contact organizations.

“We are pleased to announce the newest release of the customer contact center industry’s leading forecasting, planning, and analysis tool”, says N. Dean Papadopoulos, CEO of Bay Bridge. “The new capabilities in Release 2.5 will enable our customers to increase dramatically the efficiency of their planning and budgeting processes, while improving their contact centers’ revenue, quality, and cost performance. We will be showcasing the new release at the Call Center Demo and Conference in Scottsdale, AZ October 16th – 18th.”

CenterBridge 2.5 incorporates many enhancements to CenterBridge 2.0 including:

  • Expanded shrinkage and agent productivity analysis.
  • Increased financial planning capabilities including Instant BudgetingT, to generate complete contact center budgets in minutes, and expanded cost per contact analysis.
  • New drill-down financial analysis capabilities to analyze P & L information across multiple centers, contact types, and agent types.
  • Expanded staff planning features to optimize staff hiring and termination based on profitability.
  • Expanded non-phone contact and work case planning and analysis capabilities.
  • Improved ACD data import capabilities, for automated contact distribution and historical performance import, reporting, and analysis.

“CenterBridge 2.5 enables contact center professionals to go from contact volume forecast to complete budget, detailed hiring plan, and multi-measure service quality forecast in less than five minutes,” says Ric Kosiba, Ph.D. and Executive Vice President of Engineering at Bay Bridge. “CenterBridge frees our clients to focus on improving their business instead of manually entering data or fighting with complicated spreadsheets.”

About Bay Bridge Decision Technologies, Inc.

Bay Bridge provides specialized decision support software that materially improves the quality of decision-making in customer contact channel management applications. Bay Bridge offers the CenterBridge, TeleBridgeT, Collections BridgeT, and Customer InSightT systems that maximize the performance of customer contact channels through the practical application of advanced technology.

Bay Bridge’s offices are at 900 Bestgate road, Suite 210 Annapolis, MD.
On the Net: http://www.baybridgetech.com .