Exceptional Customer Contact

Making Every Contact Count

As the UK’s leading Digital Contact Centre Specialist, IPI powers over 4 million customer interactions every day.

From our heritage delivering and supporting traditional contact centres, through to new innovations in AI, Chatbots and Robotic Process Automation, we have been the trusted pioneer and evangelist of employee and customer experience for over 30 years.

Keeping You Communicating

IPI will provide Genesys Cloud with both voice and digital channels free for 30 days with no upfront commitment. Up and running in 48 hours with flexible SIP services and FREE eLearning.

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With homeworking being advised across the UK, ensuring your employees have secure access to the systems they need is vital for service continuity. However, remote working also comes with extra security issues.

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Our self service solutions make it easy for your customers to find answers to their questions and solve their problems quickly, delivering a great experience and reducing pressure on contact centre resources.

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Exceptional Customer Contact

It is the IPI ethos to help shape our clients’ existing practices and provide solutions that best meet the needs for their business, their customers and their staff. Our wide portfolio of solutions from leading software vendors places us in the unique position to offer a complete, fully integrated and supported solution from a single supplier.

Behind every IPI solution stands a dedicated team with extensive contact centre, cloud, security and digital transformation expertise, with a sharp focus on customer success. We see each of our clients as a partner in innovation.

With our exceptional Contact Centre skills and accreditations, we understand the evolving customer expectations, rapid increase in contact channels, the rise of social media and the heightened strategic role of customer services that are changing todays contact centres dramatically.

IPI have an enviable customer retention rate of 98.7%, with more than 300 customers and 55,000 agents using an IPI solution, which demonstrates our unparalleled pedigree.

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Read some of our Customer Stories

Strengthened Access Security

With easy access to its network, applications and resources by staff and partners a crucial element of Gloucestershire County Council’s ‘Agile Working’ initiative, the council needed to enhance its access strategy.

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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.

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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.

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Latest Updates

News

UK Youth
PRESS RELEASE: IPI teams up with UK Youth to help young people build bright futures

IPI are supporting UK Youth to improve opportunities for disadvantaged young people, helping them gain the skills they need to build bright futures.

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Blog

Contact Centre Crisis Management

Here are IPI’s top tips on how to best manage your contact centre during the pandemic. From WFM optimisation to making sure your website is up to date.

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Upcoming Webinar

 

17th June, 2020

Leverage analytics to support your remote agents and safeguard your brand.

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 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 actually reduced our ID&V process by almost half. In addition to that, our agents are more productive and our customers more satisfied. We are PCI DSS compliant and mitigating risk within the contact centre. We have finally realised our telephony excellence goals and can deliver exceptional customer service to our valued customers.

Severn Trent

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.

Atos

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.

MandM

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

Our customers are eager to connect with us via an increasing range of communications channels; IPI plays a pivotal role helping us select the solutions that best meet these needs and is always mindful that any new tools must integrate with our existing technology stack so we can maximise the value of our previous investments. Over the years, IPI has become much more than a supplier to us, they are a fully trusted partner with an innovative mindset that is rare in the industry. Their unwavering focus on the contact centre market together with their in-house developer capabilities, means IPI has both the vision and the capabilities to help us realise our digital transformation plans.

Julian Bond, CIO

We are hugely proud of our call centre and the strides we have made as a team to improve our operations at Hillarys. We are committed to investing in our team to deliver changes that foster better working practices. IPI plays a key role in this, delivering both the underpinning technology and the expertise to drive this part of our digital transformation journey.

Helen Dodds, Head of Contact Centre