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London, United Kindom – 19 April, 2023 – Insurance customer contact specialist IP Integration Ltd (IPI) and Avaya, a global leader in solutions to enhance and simplify communications and collaboration, are teaming up at this year’s BIBA Conference to demonstrate how UK insurers and brokers can deliver effortless experiences for their customers.

At the event, taking place in Manchester from 10-11 May, IPI CEO Sat Sanghera and Avaya Sales Director UK Enterprise Stephen Cunningham will lead a team of experts looking to interest brokers and insurers in next generation customer contact, as insurance goes through sweeping workplace changes post-pandemic.

“Our key message is one of efficiency and productivity creating an enhanced customer experience. The technology is a core enabler, but our focus is helping insurers and brokers deliver value from their investments to deliver a class-leading customer experience,” said Sanghera.

Insurers across the country are currently facing a number of challenges when it comes to delivering exemplary customer experiences. Speed of response has fallen, from an average 18 seconds in 2010 to 54 seconds today, while call centre agent productivity has been stagnant over the last 10 years, at around 55%.*  What’s more, with more people leaving the insurance contact centre industry, a large skills gap is making it difficult to improve on these numbers.

At the BIBA Conference, IPI and Avaya will demonstrate how technology can be used to address these challenges, and how existing investments can be leveraged to deliver the high-quality service levels that clients demand.

“Mediocre is no longer good enough; consumers are used to Amazon-quality experiences, and expect their insurer and broker to be just as good,” said Cunningham.

“Insurance companies need to re-evaluate how they communicate with their customers. At BIBA, we’ll be able to give brokers and insurers insight into how we can help them get into shape for the demands of the 2020s.”

IPI and Avaya will be on stand F92 at BIBA 2023.

Source: *Contact Babel Report 2022. P39


About IPI

Founded in 2001, IPI is the UK’s leading digital contact centre specialist, focused on creating intelligent and innovative contact centre solutions that deliver exceptional customer experiences.

IPI understands that technology is only part of the solution to addressing business challenges within the contact centre. Its 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, IPI ensures its clients realise the full benefits of their contact centre technology by using it as an enabler to achieve measurable results and maximise investment value. Fully focused on business outcomes, IPI offers a comprehensive blend of contact centre operational experience, combined with deep technology expertise. This enables its experts to align the most appropriate technology for its clients’ needs, and ensure people are equipped in the short and long term to deliver exceptional experiences.

Headquartered in Reading, UK, IPI also has offices in London and Manchester, as well as in the Philippines. For more information, please contact IPI or visit


About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya. Avaya is shaping the future of customer experiences, with innovation and partnerships that deliver game-changing business benefits. Our communications solutions power immersive, personalized, and memorable customer experiences to help organizations achieve their strategic ambitions and desired outcomes. Together, we are committed to helping grow your business by delivering Experiences That Matter. Learn more at


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