FRHI Hotels & Resorts Wins ContactNB Award for Workforce Management
Practices Using the Interactive Intelligence Bay Bridge Decisions™ Software
Award received for deploying the Bay Bridge Decisions^™ solution to increase
employee efficiencies, while enhancing the customer experience
INDIANAPOLIS & MONCTON, New Brunswick -- October 17, 2013
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 (Nasdaq: 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 suite helps 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 frhi.com.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: 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 email@example.com; 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
Christine Holley, +1 317-715-8220
Senior Director of Market Communications
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