Latest addition to ElasticCX CCaaS suite provides cost-effective Service recovery in the event of a planned migration or an unexpected disaster, offers scalability to meet shifts in demand
22 July 2024, London – IPI, the Contact Centre specialist and solutions provider, today announced the launch of ElasticCX Service Recovery a new cloud-based solution for Contact Centre environments. ElasticCX Service Recovery, is the latest addition to the ElasticCX CCaaS (Contact Centre as a Service) suite of solutions from IPI and provides robust and scalable service recovery. It is designed to support a wide number of business scenarios including supporting sudden shifts in demands, operational upgrades and planned migrations, as well as worst-case scenarios such as outages to a subscriber’s incumbent Contact Centre solution or a security breach.
ElasticCX Service Recovery provides essential voice support to clients as standard and can be upgraded to benefit from the 200+ additional features found within IPI’s ElasticCX CCaaS full product suite comprising – Voice, Omni and Max. Upon upgrade the solution can be supplemented with other IPI technologies, such as Pauseable© for PCI compliance, Workforce Management (WFM), AI assist and enhanced reporting, to ensure the scope of the solution fully meets client needs.
“With customer satisfaction paramount, today’s business leaders need their Contact Centre infrastructure to be resilient and highly adaptable. Whether it’s the threat of cyber-attacks, the risks associated with migrations and transformation, or high volumes of failing or out-of-support legacy contact centre systems, organisations need to prepare for the unexpected. In fact, outages are most likely to come from trusted 3rd parties – something the botched CrowdStrike update has emphasised all too keenly over the last few days,” said Stephen Murray, Director of CX Solutions, IPI. “ElasticCX Service Recovery empowers organisations to swiftly overcome any challenges in delivery without being hindered by the limitations of their existing contact centre infrastructure. With its high-availability architecture and capacity to scale, ElasticCX Service Recovery enables our customers to recover, adapt and thrive with ease.”
Based on the same architecture as the ElasticCX CCaaS family of solutions, ElasticCX Service Recovery provides certainty of service and minimises any disruption to customers in the event of an outage or a planned change to a client’s existing Contact Centre service. ElasticCX Service Recovery can be spun up rapidly, with all agents redirected to IPI’s service and all customers automatically diverted to a client’s pre-defined channels.
Designed and rigorously tested for resilience – and with all agents provided with full training, ElasticCX Service Recovery ensures that, in the event of an outage, a planned migration, or a system expansion, organisations can quickly transition over to the new system, minimising downtime and disruption to customers.
Clients can subscribe to ElasticCX Service Recovery for an initial set-up fee, opting for either a monthly or annual per-agent contract. The service includes a pre-agreed allocation of voice minutes, with additional items, such as IVR, agent and queue, set up to meet each client’s requirements. When ElasticCX Service Recovery is invoked, clients have the flexibility to scale the solution, with the ability of adding up to 50% agent capacity under the licence agreement. All usage on ElasticCX Service Recovery is visible through the ElasticCX CCaaS usage dashboard – providing full transparency of ongoing licence usage.
For further information, please download our ElasticCX Service Recovery product sheet here.
About IPI
IPI enables brands to meet their digital transformation goals with creative and innovative Contact Centre, Cloud and Connectivity services and solutions, which are proven to drive exceptional customer and employee experiences, as well as better business outcomes and increased revenues.
Its team of experts add value at every part of the transformation journey, by providing bespoke consultancy services, training and enablement programmes, DevOps and integration, as well as a range of proprietary solutions and managed services, spanning the Contact Centre, automation and AI, workforce engagement, security and compliance, speech and text analytics, voice services, cloud, and outsourced IT.
Founded in 2001, with its headquarters in Reading and offices in London, Manchester and the Philippines, IPI’s clients include some of the biggest brands in the finance, insurance, retail, travel and leisure, utilities, higher education, and public sectors.
For more information, please contact IPI or visit https://ipintegration.com/.
Press contacts
Harry Mottram / Jacqueline Booker
Eleven Hundred Agency
IPI@elevenhundredagency.com
Stephen is IPI’s CX (Customer Experience) Solutions Director, with responsibility across product, commercial and development functions. A CX expert and technologist with over 20 years’ experience, Stephen has worked both partner and vendor side at some of Europe’s biggest contact centre integrators and at the world’s largest workforce optimisation and analytics vendor. His focus has been on pioneering the development of AI, self-service and compliance technologies for the contact centre space and he was recently awarded a patent for the co-invention of a revolutionary fraud prevention tool for contact centres. Passionate about helping organisations realise the promise that technology makes, he is a regular contributor and speaker at CX and contact centre events around the world.
