Contact Centre Style Provider of charitable fundraising technology for nonprofits to receive a no-charge makeover of its contact centre technologies, equipment and facilities
BidPal, a fundraising technology company that provides mobile auctions, event management solutions, payment processing and online fundraising, has won Interactive Intelligence Group Inc.’s (Nasdaq: ININ) Customer Experience Makeover Contest: Contact Center Style.
As the winner, BidPal will receive a no-charge makeover of its contact centre technologies, equipment and facilities. The makeover will include Interactive Intelligence cloud contact centre 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 centre 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 centre 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 centre technology that supported remote workers,” Clark concluded.
Interactive Intelligence will document BidPal’s contact centre 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 centre that can really make a difference, but we’ll document pre-makeover metrics so other centres 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.