University selects IPI’s ElasticCX Service Recovery for Contact Centre Support during Clearing and Confirmation period
4th November, 2024 London- IPI, the Contact Centre specialist and solutions provider, today announced its partnership with Royal Holloway, University of London, to support the University’s Contact Centre. IPI’s ElasticCX Service Recovery was selected to provide a back-up Contact Centre infrastructure in case of any disruption of service to over 10,000 callers contacting Royal Holloway during the crucial two-day Clearing and Confirmation period.
Part of IPI’s ElasticCX CCaaS family of solutions, IPI’s ElasticCX Service Recovery provides robust and scalable service recovery, and is designed to minimise any disruption to customers in the event of an outage or a planned change to an organisation’s existing Contact Centre service. It was chosen by Royal Holloway to provide a back-up voice service in the event of an outage to its Contact Centre. The flexibility afforded by ElasticCX Service Recovery offered the University certainty of service and the ability to incorporate additional channels, including webchat, to support Contact Centre staff if required.
“Confirmation and Clearing is a critical period for universities, reliant on underpinning technology to handle multiple student calls, make offers and finalise numbers ahead of the forthcoming academic year. Due to its intense nature, I want contracted technology partners to engage early and communicate consistently with our project teams, so risks are mitigated in advance and performance optimum on the days of action” said Mel Gomes, Head of IT Commercial Management and Contracts at Royal Holloway.. “I was pleased with IPI’s efforts in their first year in our IT supply chain ecosystem, in providing a capable and supported solution in ElasticCX Service Recovery. It clearly has the capacity and functionality to provide further value in future years, against a strong contract that is clear on the obligations of both parties.”
IPI’s services were engaged in the months leading up to the Clearing and Confirmation period, ensuring that ElasticCX Service Recovery could be thoroughly tested and trialled in advance. This ensured that in the event of an outage with its incumbent provider, IPI’s ElasticCX Service Recovery solution could be quickly invoked, and staff could easily move across to the new system, significantly reducing any potential downtime, and ensuring that service levels were maintained.
“We are delighted to have been selected by Royal Holloway to become a trusted supplier to maintain student experience during the Clearing and Confirmation process”, said Toby Mason, Director at IPI. “In selecting ElasticCX Service Recovery, Royal Holloway has had the foresight to prepare for any eventuality, something too few organisations today consider. By adopting ElasticCX Service Recovery, the university provided applicants with certainty of service, and staff with the ability to swiftly overcome any potential challenges without being hindered by the limitations of their existing Contact Centre infrastructure. We look forward to continuing working with the university and developing our relationship further.”
About Royal Holloway, University of London
Royal Holloway, University of London, is in the top 30 of all UK universities (Times & Sunday Times, 2024). It was founded over 170 years ago to provide equity in opportunity, to transform lives through education and create positive change, and has always had the courage and conviction to think differently, providing a platform to challenge conventions.
With combined and integrated strengths in innovative education and transformative research, the University has a passion to create, teach and share knowledge in both established and emerging areas. Through impactful research, it seeks creative solutions to complex challenges to make a real difference in the world. It aims to empower individuals and transform lives through inclusive education, an active, and close-knit community, and partnerships that link the University with local and global industry and culture.
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/.
Jane is Head of Marketing at IPI with over 30 years experience in the IT marketing arena. Passionate about driving change through innovative technologies and highly focused on delivering IPI’s core messages to it’s clients and prospects.
