Contact Centre Solutions

From Contact Centre consultancy, cloud Contact Centre solutions,
automation & AI, workforce engagement, security & compliance
and managed services we have you covered.

Our contact centre solutions and services are focused on Business Outcomes.

Brilliant Customer and Employee Experience.

100% Contact Centre.

As one of the UK’s leading digital Contact Centre specialists, we are focused on creating intelligent and innovative Contact Centre solutions and services that deliver
exceptional customer experiences.

Give your Customers the
Experiences they Deserve
with Brilliant Contact Centre
Solutions and Services

Cloud Contact Centre

Cloud transformation is easy when you have a partner that can guide the way. Our consultants, architects and engineers have decades of experience in guiding Contact Centres into the future. We can help you implement solutions that improve the customer experience, deliver efficiency and support your teams.

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Contact Centre Consultancy

Is your Contact Centre ready to move on? Whatever your desired business outcomes, our consultants can create a blueprint for success that brings your future forward.

With deep operational and technical expertise and 20 years’ experience in Contact Centres, we know how to harmonise every element of your technology, people and processes.

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Automation and AI

Automation and AI can alleviate this pressure, revolutionising the service you offer to customers in the process. Using IPI Cloud AI, your Contact Centre can accelerate call handling, resolve queries, improve security and simplify workflows – resulting in an enhanced customer experience, and a more sustainable and satisfying work environment for your agents.

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Workforce Engagement

With many Contact Centres moving to remote and hybrid working, the workforce as we traditionally know it has changed. But offering increased flexibility to Contact Centre agents comes with the complexities of managing the shift patterns of a disparate workforce and the added challenge of keeping remote workers engaged. This is where Workforce Management and Engagement can help.

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Security and Compliance

Maintaining the security of your customers, whilst ensuring your organisation remains compliant, are vital aspects of Contact Centre operations. However, keeping pace with changing regulations requires time and dedicated personnel – resources you may not have.

Deploying modern solutions can help you to manage Contact Centre compliance and reduce your risk.

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Managed Services

With our Managed Services, we can manage all aspects of services, including connectivity, infrastructure and applications. Our proactive approach will catch and fix the little issues before they become big ones – in many cases before you’re even aware there’s a problem.

Available on-premise, cloud or hybrid, we leverage world-class solutions for our Managed Services, including Microsoft Azure, Amazon Web Services, and our own fully-managed IPI Cloud offering.

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Your Connection to Greater Potential.

How do you balance the technical demands of a contact centre with the need to balance costs? At IPI, we’ve spent decades empowering contact centres with the right connections to improve the customer experience and simplify workflows for your agents.

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Whatever your current infrastructure, we can help you to transition to the cloud. Whether public, private or hybrid, our cloud solutions are designed to give you the freedom to grow and the confidence that your corporate and customer data is safe. We understand the unique challenges of running a business, and we understand how to assess cloud IT services through this lens.

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Unified Comms

Customer journeys often disintegrate into a tangle of broken conversations, lost messages and delays when customers switch channels. With our Unified Communications, every conversation, contact and customer is contained within a single platform that you can manage, monitor and maintain.

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Exceptional Customer Contact with brilliant contact centre solutions, services and consultancy

We understand that technology is only part of the solution to addressing business challenges within the Contact Centre. Our experts know the intricacies of people, technology, processes and customer demands, and understand the realities of running a Contact Centre, as well as the practicalities of making advanced software deliver to its full potential.

By looking at the challenges and business drivers in the Contact Centre, both today and in the future, we ensure our clients realise the full benefits of their Contact Centre technology by using it as an enabler to achieve measurable results and maximise investment value.

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IPI’s Genesys Cloud migration offer enables you to benefit from no Genesys Cloud fees until your legacy contact centre vendor maintenance contract expires. Up and running in 48 hours with flexible SIP services and FREE eLearning and Contact Centre consultancy. Making cloud contact centre solutions easy.

IPI Cloud AI encompasses contact centre solutions that can enhance and improve both the customer and employee experience, and balance demand without increasing costs. Our offering uses a cost-effective SaaS model that plugs in to your existing contact centre. Register for a free discovery workshop and 1-2-1 ROI case building tutorial.

Avaya Diamond1

As Avaya’s most experienced partner in the UK, we can manage your Avaya estate in any way you need it: in the cloud—public, private, or hybrid—or on your premises. Take advantage of our free audit of your Avaya Contact Centre Solution and UC – we can ensure you’re not being overcharged and under supported.

Read some of our Client Stories

Helping Its Customers When They Need It Most

Co-op was caught in the jaws of a demand-resource squeeze and needed a solution that would enable it to effectively mobilise its contact centre team to work from home to cope with demand from existing and new services and be able to help its members, customers and wider communities more effectively.

Hillarys logo

Contact Centre Solutions – Digital Transformation

Hillarys were looking for a partner that could deliver on their Avaya digital transformation roadmap. Since working with IPI, Hillarys has streamlined its operations, reduced costs, improved efficiency and ensures consistent quality across the board.

Enhanced Customer Experience

The implementation of an IPI chatbot has been delivered as part of NI Water’s digital transformation strategy to enhance customer experience through the implementation of advanced technology.

Read More Here 

Latest Updates


Insurance Edge feature: Are you a bliever at BIBA?

It’s all happening at BIBA this week, with a new partnership announced between IP Integration and Blieve. Here’s the word; IP Integration (IPI), the digital…

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Call Center Times feature: How to manage customer expectations while conforming to regulations

With the never-ending advancements in consumer tech – such as Alexa, Siri and countless mobile apps –consumers have become increasingly tech-savvy, causing customer expectations to skyrocket. For brands, this is motivation to assess and re-address the customer experience (CX) – making sure that, regardless of evolving customer expectations, a brand’s contact center is ready to play its part in making the customer journey smooth and memorable (for the right reasons).

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Upcoming Event


7th July, 2022

Explore the misalignment of CX priorities across Customers, Operations and Execs, the impact that this misalignment has on meeting customer expectations, and why many retail contact centres aren’t evolving fast enough.

security accreditation logos

Under normal circumstances, IPI and Genesys’ speed of delivery would be impressive, but bear in mind that at the time of the system’s migration our teams were dealing with a surge in enquiries across the business – via phone, email and social media. During these unprecedented times, our new cloud-based system from Genesys has enabled us to carry on helping our customers when they need it most. Without IPI and Genesys’ exceptional support, continuing business as ‘normal’ would have been near-impossible, let alone carrying out our additional outreach activities to help vulnerable members of our local communities.

Adrian Morley, Operational Change and Integration Manager

The sales process was smooth but the best part for us has been that the account team have been extremely helpful, supportive and knowledgeable as we navigate the new system. It is clear that IPI take their customers very seriously and don’t just bring in the A-team for the sale…

Jonathan Evans, Technology Transformation Manager

Ensuring that our back-end infrastructure is geared up to support our customer base is absolutely critical to the continued success of our company. IPI provided us with confidence that our systems would be effectively supported and would continue to deliver the service our customers expect from our brand.

Rashpal Degun, Communications Manager at DialAFlight, part of the Lotus Group

“IPI have been one of our longest-standing technology partners, and over the past ten years, their support, knowledge and expertise have been invaluable. Not only has the team been able to comprehensively manage over 2,000 PBXs across a highly complex estate while maintaining a high level of engagement with us, but just as importantly, IPI’s integrity and values are aligned to our business success which goes a long way to strengthening our partnership.”

Paul Kenyon, Connect Services Manager (Data & Voice)

“IPI has demonstrated to us once again why it leads the charge for both service and technology. When we needed to enable homeworking quickly, their team recommended and transitioned our agents from Avaya to Genesys Cloud within days, enabling us to continue servicing our customers without any business interruption. The solution has proven to be agile and intuitive and a massive success with our agents. The messaging capability enables them to support each other and help with customer queries while working remotely. The partnership between IPI and Genesys is an exciting one, and we look forward to driving increased benefit from the end to end solutions they offer.”

Andy Cole, General Manager

We offer a key service to the public in debt advice which can be extremely sensitive and with the impending impact of Covid19 we needed to protect our workforce and still provide this essential service to the public. We also needed to ensure our call routing IVR system was still utilised. IPI were excellent in understanding our priorities and very quickly worked in partnership with my team to deliver and configure an AVAYA remote working solution within 48 hours. The extra effort and attention from IPI to insure we were able to continue providing our service from 173 advisers all working remotely and no disruption or changes to our IVR call flow gave us comfort and allowed us to focus on the other priorities in our business.

Martin Nall – Head of IT, Money Advice Trust

Out of all the technology partners in the market it was IPI that impressed us the most with their extensive knowledge of Avaya, highly responsive support services and guidance around deploying the latest digital technologies. IPI’s innate understanding of what makes a contact centre tick and how to optimise operations to obtain the best business benefits have been fundamental to our long-lasting partnership.

Martin Nall – Head of IT

“We have real confidence in IPI’s ability to deliver on their solutions, they really make an effort to understand our goals and objectives so we know we are in safe hands. IPI has continually impressed with their teamwork, communication and co-operative approach, not to mention top-class, innovative solutions. IPI’s longstanding partnership with Avaya together with their insights and expertise have been invaluable to our business and we look forward to working together to deliver excellence for our employees and patients, and building a long and trusted relationship with IPI.”

Charlie Barrett, Telecoms & Infrastructure Manager

IPI’s knowledgeable and efficient team provides exceptional support for our UK and European offices.

Steven Dick, Infrastructure Engineer III

At Hodge Bank, we were in the early stages of procuring a new Contact Centre solution that would meet our requirements, which included the ability for agents to work remotely. However, we needed to expedite that process once the UK Government had issued the lockdown instruction to ensure that we could continue to deliver excellent service to our customers, as the legacy Contact Centre solution we had deployed had very limited features for Remote Agent working. IPI were able to rapidly showcase the full benefits that a Genesys Cloud solution could deliver which provided increased functionality and flexibility, while providing confidence in terms of delivery timelines and ease of implementation. The initial engagement to solution deployment lasted 2 weeks in total and we are delighted with both the deployed solution and, importantly, the strategic partnership that has been built between our respective organisations.

Jonathan Evans, Technology Transformation Manager

We continue to be very excited with the IP Integration partnership as they work closely with our Genesys teams delivering on our collective mission of delivering exceptional customer contact through the Genesys Cloud solution. What helps drive their success is that IPI are truly able to add value around the Genesys portfolio both through their application integration expertise and operational consulting that explicitly highlights the value to customers of partnering together.

Mickaël Lefebvre, PureCloud Channel Sales EMEA Director

IPI went above and beyond to get additional licenses set for us as the lockdown took hold. These were essential to us being able to service our customers

Pete Clinksales, IT Manager

IPI immediately understood the urgency and responded very quickly whilst keeping us in the loop to make sure within 72 hours our designated Agent workforce was able to work from home and continue to deliver a high level of customer service to our Members.

Andy Woodrow, Assistant Service Delivery Manager

Some of the best project management and delivery I have worked with from a partner.

Clarion Housing

Send ME allows us to cope with the surge in demand that occurs around our customers’ product updates and new releases.

Multinational Fulfilment Agency

Knowing our IT network is running smoothly and ticking along in the background without us even having to blink an eye is a huge relief. IPI runs our IT business so that we can run ours.

Educational Institution

The implementation went really smoothly and within the time frame stated and everyone seems to have picked it up really quickly based on the training materials provided.

Chris Wane, Senior Planning & Control Analyst, Findel

The speed at which IPI was able to respond to our enquiry meant that our business was able to react, and our customers continued to be served. The IPI team pulled out all the stops and exceeded our expectations by having our solution in place over the weekend and ready for the start of business on Monday.

Zoe Reuter, Customer Services Director

Where previous suppliers have failed, IPI has succeeded, quickly and seamlessly implementing a solution that has already benefited our organisation. IPI has delivered from the off, providing valued consultation and a solution that exceeded all expectations, to create the experience our customers and staff deserve. Without IPI’s hard work and dedication, we would have struggled to make it through our peak period.

Travel Company

IPI has made this transition easy for us. Its team of dedicated consultants worked collaboratively with our team, finding creative solutions to problems and making sure that the chatbot both reflected our brand and met the needs of our customers. We are delighted with the results to date and are excited about continuing our digital transformation journey with IPI.

Orla McGivern, Customer and Insights Senior Manager

We can design automated outbound campaigns to complement and extend beyond our existing inbound contact centre and outbound agent campaigns. This way, we provide customers the ability to expedite their agent-based interaction and we improve our customer satisfaction levels.

Julian Bond, CIO

Working with IPI has improved service to our customers and internal processes which has led to happier staff, reduced agent turnover, and us becoming a Top 50 in Customer Service.

Peter Martin, Head of Operations, The Caravan and Motorhome Club

IPI’s Consulting experts showed us how to implement a better plan for our internal transfer rates and all volume due to failed customer self-service elsewhere in the organisation. We actually reduced our IDV process by a whopping 50%.

Thames Water

We now have a very powerful and effective operational optimisation strategy which has enabled us to exceed targets and continues to have a positive impact on our contact centre business.


We thought this type of speech analytics exercise was not going to meet our expectations because we’d been let down by previous attempts. But this was so much more than speech analytics. It went above and beyond by analysing the full contact between the agent and customer, uncovering more than just speech, and providing insight for us to unlock and understand – and take action upon.

Anglian Water

Nothing makes us happier than knowing we’re treating our customers brilliantly. IPI clearly understood our needs around offering first-class customer service to our customers.

Ovo Energy

Working with IPI has allowed us to continue to reach our customer service excellence goals, improve internal processes, lower costs, and achieve a higher SIM score, benefitting both the entire organisation and its valuable customers.

United Utilities

Previously everything was done by using spreadsheets which was really time-consuming. Many years of working with different partners for disparate systems was very inefficient. Working with IPI, with everything aggregated under one roof was really attractive for us, and we are already reaping the benefits.


IPI was awarded the prestigious Avaya 2016 Strategic Win Award for the Asia region by combining the Avaya solution with a selection of its own complementary tools while managing the highly complex roll-out. This augments and extracts value from our existing back-end platforms, and provides the company with a sophisticated omnichannel contact solution with full personalisation attributes to enhance the experience of its customers.

Online Gaming Giant

Working with IPI has improved service to our customers and internal processes which has led to happier staff, reduced agent turnover, and us becoming a Top 50 in Customer Service.

Peter Martin, Head of Operations