Is your Contact Centre ready to move on? Whatever your desired business outcomes, our Contact Centre consultancy and cloud migration team can create a blueprint for success that brings your future forward.
With deep operational and technical expertise and 20 years’ experience in Contact Centres, we know how to harmonise every element of your technology, people and processes.
Our Contact Centre consultancy team are experts in all things Contact Centre. From cloud migration to workforce engagement – we will help you achieve your desired business outcomes.
Activate your potential with our Contact Centre Consultancy specialists
Our Contact Centre consultants speak your language because, not only have they designed and implemented it, they have worked in and used the technology in operational environments.
A Blueprint for success
Our consultants will work with you to provide a comprehensive and holistic review of your contact centre’s performance, examining your people, platforms and processes to identify the obstacles that are preventing you from achieving your goals.
We will: Take the time to understand your unique challenges and work with you to develop a customised plan that will enhance your customer experience and improve your bottom line.
With The Blueprint: You’ll receive a detailed report that outlines your current operation, the challenges you face, and specific recommendations for short, medium, and long-term objectives.
Our high-level roadmap and initiatives will guide you towards success, ensuring your contact centre operates at its full potential.
Cloud Migration Consultancy
Contact centre technology should empower you to know your customers and intelligently respond to them when and how they prefer. It should enable IT teams to deliver what your business needs with value that exceeds its cost. And it should prepare you for the convergence of artificial intelligence (AI), digital and cloud. If yours doesn’t, it might be time for a change.
When you’re ready to retire your current on-premises contact centre system, the right guide can make navigating the migration journey easier and more predictable. Having an experienced Cloud Contact Centre Consultancy Team behind you is key to success.
Why work with IPI? Our consultants can help you accelerate your progress towards a range of business outcomes.
Reduce contact volume and handling time
Empowering agents, optimising processes, embedding new technologies and self-service are all approaches that our consultants can implement so that your customers get faster resolutions and your average handle time (AHT) is reduced.
Maximise feature utilisation to improve operational efficiency and customer experience
Agent retention
Gamification and performance management, employee self-serve capabilities, and streamlined technology and processes – these approaches can help you improve the engagement of your agents and help you retain talented staff.
Identify pain points and map target journeys to improve customer satisfaction
Cost reduction
Voice ID, process automation, chatbots, licence optimisation, and software rationalisation can all help you accelerate contact resolutions and reduce unnecessary workload for human agents.
Create omnichannel contact routing strategies to improve service level and employee performance
Customer experience
Digital channels, omnichannel, queue management, content delivery, and agent empowerment are solutions to help reduce customer effort and help you compete on CX.
Our Contact Centre consultants can help you with your CX strategy.
Uncover opportunities for contact deflection, self-service, and automation to reduce costs
Videos
IPI Contact Centre Consultancy Services
Define your challenges, map your journey, and engineer your success
IPI Blueprint
Contact Centre discovery, evaluation, analytics and recommendation
Contact Centre Consultancy services
Our consultants work with your challenges and embrace your goals, so our services can be adapted to suit your needs.
Let us help you to roadmap future technology adoption based on customer needs to innovate and delight both customers and employees.
And we don’t stop there. Customer Success is key to achieving brilliant business outcomes.
Latest updates
News
Royal Holloway, University of London selects IPI’s ElasticCX Service Recovery for contact centre support during the Clearing and Confirmation period.
Blog
The golden quarter is where technology deployments can be most effective in streamlining customer journeys at a time of peak demand.
Upcoming Event
4th February, 2025
Designed to help you sharpen your focus on the latest trends, technologies, and challenges reshaping the Contact Centre industry. Through a wide-angle lens, we’ll explore how AI and cutting-edge innovations are reframing customer interactions, empowering your Contact Centre to capture success from every angle.
