We are the Avaya Diamond partner that can harmonise your people, processes and platform to drive maximum value from your Avaya investment.
We have been in Avaya’s top tier of partners for over 20 years and have both one of the largest and highly accredited Avaya engineering teams in the UK, with customer engagements that have helped prioritise Avaya’s R&D focus.
This knowledge encompasses Avaya’s full suite of applications from legacy Nortel to Avaya’s enterprise inbound/outbound offerings including the latest Workforce Optimisation and OneCloud capabilities.
What’s best for the future of your Contact Centre?
Are you suffering from…
Increasing support costs and limited value?
Limited options for future expansion and development?
Security and compliance concerns due to end of life solution?
Lack of flexibility to meet business challenges?
Our Avaya Contact Centre assessment tool will give you the insight as to when your Avaya solution is end of life and end of support
How we can help
With so many leading Contact Centre solution products now, or soon to be, end-of-life or end-of-support, it can be hard to know whether to stick with a Contact Centre solution and upgrade or consider migrating to an alternative platform.
To help point you in the right direction, we’ll evaluate your Avaya Contact Centre solution estate and explore the future for each operation. With this contextual information, we can then help and suggest the best course of action, specific to your organisation. And we won’t stop there; we’ll take over your Avaya support and stabilise your Contact Centre throughout.
Should you stay on Avaya or leave?
As an Avaya Diamond partner, cloud migration specialist and an exceptional support team, we have the credentials, knowledge and expertise to help guide you in the right direction for your organisation.
Should you stay? What are your options?
Should you leave? Where should you go?
Navigate your options below.
Stay?
Remove risk
Avaya support with IPI Managed Services
Integrate siloed systems
Optimise your workforce
WEM Managing workforce efficiency
Nigel Mansfield from one of our BPO clients, explains how they have taken their Avaya estate to another level.
Leave?
Financial ramps to remove overlap
Proof of Value
Enjoy a feature rich experience
WEM – Managing workforce efficiency
Hear from Paul Kenyon, Connect Services Manager at Co-op about why they chose to make the strategic move.
You can talk to one of our Contact Centre experts about your options
Annabelle Goymer
Transformation
About Annabelle
Annabelle is a Contact Centre expert having a number of roles including operational leadership, strategy consultant, programme management and cloud migration consulting.
Annabelle is focused on supporting clients in achieving their financial and service goals across cloud, digital and multi-channel landscapes.
Aaron Spackman
Solution Consulting
About Aaron
Aaron has over 3 decades years experience in IT and communications, specialising in Contact Centres.
Aaron is focused on designing solutions that deliver value to our clients.
Mark Rossell
Managed Services
About Mark
Mark has over 30 years experience in engineering and operational leadership in IT, communications and Managed Services. Mark has delivered contact centres globally on Avaya, and supported some of the most complex Avaya products and solutions with vast experience in the operational and technical aspects supporting these solutions.
Mark is focused on delivering operational excellence.
Craig Farley
WEM
About Craig
Craig has over 20 years experience in Contact Centres, spending the first half of his career in operational roles, with a focus on resource planning and performance.
Since then, Craig has consulted to deliver Workforce Engagement best practices and technology deployments to major brands across the globe and is responsible for the delivery of WFM, QM, Gamification and Interaction Analytics to our IPI clients.
Dave Glasgow
Commercials and Strategy
About Dave
Dave is commercially aware of all things Avaya having an embedded relationship with them for over 20 years.
Dave’s focus is on our strategic alliances with top tier tech vendors.
We deployed the largest Avaya OneCloud solution outside of the Americas.
“Avaya have enjoyed over 20 years working in partnership with IP Integration who have invested heavily in developing their skills to the highest level around our contact centre portfolio. Adding value IPI compliment Avaya’s solutions with their own in house developed application innovation and consulting led approach which has insured we have enjoyed great success together and of course most importantly with our customers where IPI’s commitment to exceptional customer contact has really delivered.”
Steve Joyner
Avaya Managing Director – UK & Ireland
“Ayudar Consultants working with our Avaya partner IP Integration have delivered Avaya CCaaS to a BPO working with global online gaming platforms. The BPO’s global operations needed a flexible contact center solution to meet the growing, geographically dispersed, and legislatively complex needs of their customers across 11 different languages. Additionally, they needed a solution that would integrate with bespoke applications built to maximise the customer experience across any channel, including an increasing demand for mobile video interactions. We are very pleased that they selected Avaya OneCloud CCaaS in a 3 year deal for more than 400 agents, specifically because Avaya enables them to build the experiences their customers need, integrate with partner technologies, and reduce cost and complexity through automation. ”
Nigel Mansfield – Head of IT Procurement
Want to stay on-premise but require digital capability?
We can do just that with our CCaaS application overlay. We offer a rich set of features that can support Contact Centre operations within any size organisation, from small and simple groups looking for ease of use, up to large Contact Centres with a sophisticated set of business requirements.
Why not add Omnichannel to your on-premise solution?
Amplify performance.
Streamline costs.
Our Avaya Support and Optimisation programme (ASOP) – We start with a complete audit of your Avaya estate, contact centre operations and technologies. Our consultants look for opportunities to streamline processes and activate features so that your agents can achieve more, while your customers get the help they need in less time.
Read our ASOP brochure in the assets library below.
Expert support. Perpetual improvement.
As an Avaya Diamond partner with a vast amount of Avaya-certified engineers, we have the depth of talent, as well as the time-honed processes, to meet any challenge your Contact Centre might face. Our proactive monitoring capabilities mean that we can often resolve issues before you know there’s a problem.
Read our Precision Insight brochure in the assets library below.
WEM – The benefits
- Reduced costs: For some clients, savings in excess of 15% have been achieved by eliminating overstaffing and unnecessary overtime with more accurate forecasting and scheduling
- Lower attrition rates and higher employee engagement: A 10% average reduction in contact centre agent churn and increased employee engagement where flexible shifts and quality management are in place
- Improved customer experience: By identifying and resolving issues early through interaction analysis, as well as reducing time to answer, average handle time, and first-call resolution with more accurate agent scheduling, CX is improved and customer churn significantly reduced
Read our WEM brochure in the assets library below.
And if you are looking at Cloud migration…
The hidden costs of licensing
Contact Centres require and depend upon a wide array of software, from telephony and automated chat functions on the customer side, to Workforce Engagement tools and video conferencing solutions for internal functions. Add to that the new applications and disruptive solutions that are being introduced with the rise of the cloud, and it’s safe to say that Contact Centre IT landscapes are complex environments.
There are many challenges that come with this vast range of software, such as ensuring agents have the right tools to do their job properly, or making sure customer queries can be solved efficiently across multiple channels – but one challenge is rarely talked about. The hidden costs of licensing.
Read the whitepaper in our assets library below.
Cloud Contact Centre – Why make the move?
We know Contact Centres are vital to modern businesses like yours, and that a smooth, seamless migration is important to getting any new platform up and running without disrupting normal day-to-day operations. Migration can help to address common challenges, such as…
Upgrade headaches
Evergreen platform with no more forklift upgrades for your software.
Risk and compliance
Escape the escalating risk, cost and limitations of legacy or end-of-life technology and enjoy the freedom to build a foundation for innovation.
Limited potential for innovation
Access next generation features any time you like without additional costs
Read our Cloud Contact Centre brochure in the assets library below.
A proven approach for your on-premise Contact Centre migration
Our consultants have helped numerous Contact Centres migrate to a comprehensive cloud solution. Over the years, we’ve refined our methodology and optimised our approach. Cloud transformation made easy.
We use a 5 step process:
Evaluate, Design, Plan, Migrate, Improve
During the migration process, we will take control of your Avaya contact centre infrastructure and support requirements. This ensures a seamless transfer from your current platform with no interruption to customer service.
Read our Cloud Migration Assurance programme brochure in the assets library below.
Integration as a Service
Our bespoke development and integrations services can turbo-charge your Contact Centre operations and, with it, allow you to upscale your business ambitions.
Your Contact Centre platform should be a launchpad for innovation; it shouldn’t define the limit of your potential which is why it’s so important to consider applications, integrations and development.
Proof of value – Avaya, Genesys, ElasticCX
We can show you the full potential of our cloud solutions and how they will drive business value. We combine a proof of concept (POC) with the expected business outcomes and operational needs.
Our solutions architects and consulting team will give you a deeper, more intricate understanding of our cloud solutions.
Watch this powerful story about Co-op’s journey to the cloud and how we enabled it.
Helping it’s customers when they need it most
Without making the move to Genesys Cloud, it would have been near-impossible to continue business as ‘normal’, with lines of communication being held open between the Co-op and its customers.
Outfitting Boden with the latest Cloud technology
Genesys Cloud met Boden’s needs of a modern Contact Centre while enabling a safe transition of its agents to a home-working environment.
Our migration offers
Are you ready to upgrade your Contact Centre solution? No license fees for up to 12 months when you move to Cloud * T&Cs apply
Resources
eBook
The Core Elements of Exceptional Customer Contact
In this eBook, we delve into the core elements of exceptional customer contact, drawing on best practices for turning your Contact Centre into a centre of CX excellence.
Datasheet
AI Café
Introducing the AI Café – A no-cost morning workshop to assess the opportunities for the introduction of AI into your operations across your customer experience channels.
Datasheet
Contact Centre Fitness Café
This half-day workshop, online or in-person, is the ultimate ‘bootcamp’ experience for Senior Business Leaders who want to sense-check aspects of their operations, capitalise on opportunities, and address specific, immediate challenges.
Whitepaper
The hidden costs of licensing
There are many challenges that come with the complexity of Contact Centre IT landscapes – but one challenge is rarely talked about. The hidden costs of licensing.
Brochure
Cloud migration assurance programme
Our proven road map means you can rely on us to make your journey to a Cloud Contact Centre quick, efficient and painless.
Brochure
Cloud Contact Centre
Take your Contact Centre to the Cloud for a VIP customer experience every time, everywhere.
Brochure
Avaya support and optimisation programme
Read the benefits of optimising your Avaya estate and how implementation will address many aspects of your business performance and customer experience.
Brochure
Precision Insight
Our proactive monitoring solution allows us to monitor operations to identify potential issues before they impact your business and customers.
Brochure
IPI workforce engagement
A complete solution of AI-powered Workforce Engagement tools including forecasting and scheduling, quality management, and speech and text analytics, powered by Verint, built for the future of work.
Brochure
IPI Blueprint
Our Blueprint consultancy service gives you a holistic view of your contact centre, with a focus on key operational areas such as people, process and technology.
Brochure
Cloud AI
Cloud AI from IPI is a new way to empower your agents and delight your customers with advanced technology, in a package that can be integrated with your existing contact centre solutions.
Brochure
Security and compliance
IPI’s dedicated PCI solution is hosted in the IPI Cloud – a SaaS-based portfolio of IPI’s own self-service applications teamed with AI capability from the world’s leading vendors.
Brochure
Pauseable by IPI
Remove sensitive card data with Pauseable – no agent interaction required. Seamlessly integrates with Avaya, Genesys, Nice CXone and Verint.
Video
Cloud Contact Centre Migration with IPI
We have invested in understanding, supporting and complementing Contact Centre portfolios, including developing a programme that removes the risks associated with moving away from legacy, on-premises contact centre environments while also ensuring its clients can maximise their investments as well as offer increasingly innovative services to their own customers.
Video
Helping Hodge Bank implement a Genesys Cloud solution
Watch how IPI were able to rapidly showcase the full benefits that a Genesys Cloud solution offers.
Contact us to find out more
Latest updates
News
Pauseable, IPI’s automated pause-and-resume compliance technology, is now available on NICE CXone, the CCaaS AI platform from NICE.
Blog
Staying ahead of payment security: Exciting updates in PCI DSS 4.0 and how Pauseable by IPI can help
Pauseable by IPI, can help your customers achieve and maintain compliance with the Health Insurance Portability and Accountability Act (HIPAA).
Upcoming Event
15th May, 2024
We're exhibiting at BIBA 2024 with Genesys! Come and speak to us about super-charging your insurance Contact Centre on Stand D84!
