FRHI Hotels & Resorts Wins ContactNB Award for Workforce Management Practices Using the Interactive

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FRHI Hotels & Resorts Wins ContactNB Award for Workforce Management Practices Using the Interactive Intelligence Bay Bridge Decisions Software Suite

Award received for deploying the Bay Bridge Decisions solution to increase employee efficiencies, while enhancing the customer experience

INDIANAPOLIS & MONCTON, New Brunswick--(BUSINESS WIRE)-- FRHI Hotels & Resorts has won an Award of Excellence from ContactNB in the category of workforce management practices for using Interactive Intelligence Group Inc.'s (NAS: ININ) Bay Bridge Decisions software suite.

ContactNB, a New Brunswick-based independent contact centre industry association, recognized the FRHI Global Reservations Centre for using the Bay Bridge Decisions software suite to increase employee efficiencies, while enhancing the customer experience.

FRHI uses Bay Bridge Decisions to give it long-term forecasting, budgeting and capacity planning capabilities.

"Bay Bridge Decisions has helped our centre maximize day-to-day colleague activity and engagement, while maintaining superior guest services by giving us a longer term view of staffing and budgeting needs," said FRHI's Workforce Planning Manager Louise Andrew.

Bay Bridge Decisions has also helped FRHI improve its recruitment strategy. "We usually interview 20 or more candidates for every individual we hire," Andrew said. "The Bay Bridge Decisions software suitehelps us identify how many new hires we may need now and in the future, and that has enabled us to more effectively manage costs associated with acquiring new colleagues."

The ContactNB Awards of Excellence were designed to recognize the achievements of contact centres in the New Brunswick area, which combined, employ more than 18,000 people and contribute about $1.5 billion to the local economy.

"With more than 200 contact centres eligible for these Excellence Awards, we count it as a huge success to be named a winner," Andrew said.

FRHI also won a ContactNB Award of Excellence in the category of community involvement, which is given to the contact centre that best demonstrates outstanding voluntary contributions to the citizens of New Brunswick, thereby enriching their workplace and the community.

To learn more about the ContactNB Awards of Excellence, visit

About FRHI Hotels & Resorts
FRHI Hotels & Resorts(FRHI) is a leading luxury hotel management company that operates more than 105 hotels globally under the Fairmont, Raffles, and Swissôtel brands. The company's distinctive portfolio of luxury and upscale hotels features celebrated icons, world-class resorts, and stylish city-center hotels. Some notable hotels include the Raffles Singapore, Swissotel, The Bosphorus, The Fairmont San Francisco, and London's The Savoy. Focused on growing its distinctive hotel brands, the company is also developing new hotels in key locations around the world, including exciting projects in China, Russia, India, Turkey and Saudi Arabia. The company also manages Fairmont and Raffles-branded estates, and luxury private residence club properties. For more information, visit

About Interactive Intelligence
Interactive Intelligence Group Inc. (NAS: ININ) is a global provider of contact center, unified communications, and business process automation software and services designed to improve the customer experience. The company's solutions, which can be deployed via the cloud or on-premises, are ideal for industries such as financial services, insurance, outsourcers, collections and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Software Magazine's 2013 Top 500 Global Software and Service Providers, and is the recipient of TMC's Cloud Computing Magazine's 2013 Cloud Computing Excellence Award. It has received Frost & Sullivan's Company of the Year Award, Contact Center Systems, North America, for the last three consecutive years. Interactive Intelligence employs more than 1,500 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; on the Web at

About Bay Bridge Decisions
First released in 2000, the Bay Bridge Decisions software 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. To learn more about Bay Bridge Decisions, visit

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 respective owners.


FRHI Hotels & Resorts
Mike Taylor, +1 416-874-2457
Director, Public Relations
Interactive Intelligence
Christine Holley, +1 317-715-8220
Senior Director of Market Communications

KEYWORDS:   United States  North America  Canada  Indiana


The article FRHI Hotels & Resorts Wins ContactNB Award for Workforce Management Practices Using the Interactive Intelligence Bay Bridge Decisions™ Software Suite originally appeared on

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