BidPal, a fundraising technology company that provides mobile auctions, event management solutions, payment processing and online fundraising, has won Interactive Intelligence Group Inc.’s (ININ) Customer Experience Makeover Contest: Contact Center Style.
As the winner, BidPal will receive a no-charge makeover of its contact center technologies, equipment and facilities. The makeover will include Interactive Intelligence cloud contact center technology, along with sponsor-provided phones from Polycom, headsets from Plantronics, CRM software from Zendesk, gateways from AudioCodes, training from Contact Center Compliance and ICMI, and more.
“We’re a high-tech, fast-moving company with a standard call center system and infrastructure,” said Rachel Clark, BidPal’s vice president of product and technology. “Getting cutting-edge technology so we can resolve customer issues faster means we can help charitable organizations raise more money for their many worthy causes.”
BidPal’s contact center operates seven days a week and fields as many as 500 calls during busy auction nights.
“We have great people, expertise and commitment,” Clark said. “However, to take our business to the next level we need to automate even more processes, improve our performance monitoring and reporting, and be able to collaborate more efficiently as a team.
“Among other things on our makeover ‘wish list’ is the ability to give agents a work-at-home option. Right now the hours can vary dramatically with some agents coming in as early as 6 a.m., and some leaving as late as 3 a.m. Given this variability, it would be great to have contact center technology that supported remote workers,” Clark concluded.
Interactive Intelligence will document BidPal’s contact center makeover with photos, videos, blogs and articles, which will be posted here: www.inin.com/cxmakeover. The makeover is expected to be completed by the end of the year.
“The cool thing about this makeover is that not only do we get to set up a company with a contact center that can really make a difference, but we’ll document pre-makeover metrics so other centers can see exactly what made the difference and why,” said Tim Passios, vice president of solutions marketing for Interactive Intelligence.
Interactive Intelligence announced BidPal as the winner of its makeover contest at the vendor’s INTERACTIONS 2014 customer conference held in Indianapolis, Indiana June 2-5. The contest attracted 84 entries. Contest finalists included LawnSavers and L’Oréal España, in addition to BidPal.
About Interactive Intelligence
Interactive Intelligence Group Inc. (ININ) is a global provider of software and services designed to improve the customer experience. The company’s 6,000-plus customers worldwide have benefitted from its cloud and on-premises solutions for contact center, unified communications, and business process automation. Interactive Intelligence is among Software Magazine’s 2013 Top 500 Global Software and Service Providers, and has received a Frost & Sullivan Company of the Year Award for the last five consecutive years. In addition, Glassdoor honored Interactive Intelligence with its 2014 Employees’ Choice Award as one of the Best Places to Work in the U.S., and Mashable ranked Interactive Intelligence second on its 2014 list of the Seven Best Tech Companies to Work For. The company was founded in 1994 and employs more than 1,900 people worldwide. Interactive Intelligence is headquartered in Indianapolis, Indiana and has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. It can be reached at +1 317.872.3000 or email@example.com. Visit Interactive Intelligence on the Web at www.inin.com; on Twitter at www.inin.com/twitter; on Facebook at www.inin.com/facebook; or on LinkedIn at www.inin.com/linkedin.
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.
- Information Technology
- Interactive Intelligence
Christine Holley, Senior Director of Market Communications, +1 317-715-8220