Connect the customer journey with AI-powered personalisation. Build loyalty through seamless, intelligent experiences.
Today’s retail customers expect a faster, smarter, and connected service — but siloed systems, outdated tech and disconnected digital channels are holding many back.
At IPI, we help retailers cut through the complexity. From integrating channels to harnessing AI and automation, we empower you to meet your customers where they are — with consistency, efficiency, and a human touch.
How we can help you to optimise your retail Contact Centre
Retail organisations across the UK look to us to implement personalised, omnichannel strategies while overcoming the challenges of disparate IT systems and out-of-date processes.
We’re exhibiting at this year’s Retail Technology Show, the flagship event for retail in 2025!
Come and speak to us at Stand R35 to find out how we add value to every part of the digital transformation journey! Alternatively, you can book a chat with us at the show at a time that suits you best.
Leverage AI for smarter customer interactions
Empower teams with AI-driven insights, automate routine tasks, and boost customer satisfaction with tools like chatbots and virtual assistants that offer 24/7 support, seamless self-service and personalised experiences — while maintaining a human touch.
Unsure if AI is for your business? Assess the opportunities for AI in your operations at IPI’s AI Cafe.
Create a truly connected omnichannel experience
Fixing the issue of waning brand loyalty starts with understanding customer expectations and their journey with you. We help retailers create data-driven strategies that deliver value through personalised interactions — ensuring customers can move effortlessly between digital and in-store experiences with a unified, real-time view of their journey.
Happy agents = happy customers
Invest in understanding your customers better
Technology such as AI and predictive analytics can help deliver hyper-personalised experiences at scale — but the full benefits rely on having the right data in place. Successful implementation starts with gathering meaningful insights from customer conversations across every channel to anticipate needs, tailor recommendations, and build a comprehensive view of the customer.
Delivering ‘good outcomes’ is no longer optional
Getting data in order and understanding customers better will always stand retailers in good stead, but it’s no longer an option. We can help you meet evolving regulations and customer expectations by delivering consistent, personalised and friction-less experiences
Exceptional customer engagements – Connect the customer journey
Build trust through compliance and ethical AI
Our expert security team understands the complexities of protecting retail businesses — covering everything from GDPR and PCI DSS to network security and disaster recovery. We help you stay ahead of evolving regulations like FCA Consumer Duty by embedding transparency, fairness, and security into every customer interaction.
Cost optimisation
Reducing cost to serve while still delivering a great experience is critical in today’s market. From process automation through to omnichannel self-service strategies, we are experts in delivering solutions with proven ROI.
We are an Associate Member of the British Retail Consortium.
Resources
Trusted by leading retail brands
Case study
Helping its customers when they need it most
Co-op needed a solution that would enable it to effectively mobilise its Contact Centre team to work from home to cope with the demand from existing and new services and be able to help its members, customers and wider communities more effectively.
Case study
IPI outfits Boden with the latest cloud technology
The adoption of IPI’s ElasticCX CCaaS marks the next phase of Hillarys’ continued Contact Centre evolution. Hillarys remains committed to enhancing its operations and its staged migration to the cloud clearly underlines this.
Case study
Hillarys raises the blinds on business transformation with IPI’s ElasticxCX CCaaS
IPI recommended a move to Genesys Cloud to meet Boden’s needs as a modern contact-centre while enabling a safe transition of its contact centre agents to a home-working environment.
Case study
People’s Postcode Lottery wins big with IPI’s workforce engagement
People’s Postcode Lottery wanted to streamline its infrastructure around hybrid work. Following IPI’s Blueprint consultancy, IPI could tailor its existing Genesys WFM system to exactly meet the requirements; omni-skill their workers, integrate their workflows and minimise the risk to agent workload.
Watch our videos
Video
IPI’s Consulting Services Explained
Our consulting services are designed to help you define your challenges, map your journey, and engineer your success. Watch to find out more…
Video
IPI Blueprint Explained
If you’re looking for a consultancy service that can help transform your Contact Centre, then IPI Blueprint is the service for you! Watch to find out more…
Video
Pauseable for Retailers
Pauseable by IPI makes it easy for Retailers to securely take payments over the phone, without any manual intervention by the agent. Watch to find out more…
Video
IPI Cloud AI Explained
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. Watch to find out more…
Read our brochures
Brochure
Consulting Services
Our consultancy services provide clarity and a foundation from which to achieve your desired business outcomes. We can help you identify challenges, implement solutions, and optimise your people and processes.
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. By understanding the current state of your Contact Centre, we can pinpoint opportunities for improvement…
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Pauseable by IPI
Remove sensitive card data with Pauseable – no agent interaction required. Seamlessly integrates with Avaya, Genesys, Nice CXone and Verint.
Brochure
IPI for Retail
The retail sector is constantly evolving to keep pace with changing shopping habits and the dawning of a new, more digitally enlightened, consumer. IPI has unrivalled experience delivering customer experience and Contact Centre solutions for retailers. Read to find out more.
Brochure
PCI Phone Payments
If you store, process or transmit cardholder information, your business must protect that data in line with the Payment Card Industry Data Security Standard (PCI DSS).
Brochure
IPI Cloud Migration Assurance Programme
Accelerate your cloud migration with our proven roadmap. 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 guide matters.
Brochure
IPI Cloud AI
IPI Cloud AI 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
ElasticCX CCaaS
Discover the comprehensive suite of solutions behind ElasticCX CCaaS, enabling organisations of any size to leverage next-generation contact centre capabilities.
Read our eBooks
eBook
IPI’s guide to Workforce Engagement Management
Today’s widespread use of cloud technology has made it easier than ever for Contact Centres to offer flexible remote and hybrid working to agents, and to deliver the latest innovations in customer experience (CX). This means Workforce Engagement Management (WEM) has never been so vital.
eBook
How retailers can thrive in a new era of service personalisation
This eBook explores how retailers can leverage AI, automation, and data-driven insights to meet rising customer expectations, enhance loyalty, and transform Contact Centre operations while staying secure and compliant.
eBook
How to make your hybrid workforce PCI compliant
There has never been a more appropriate time for contact centres to prioritise secure payment applications and ensure that their enterprise (including remote agents) are PCI (Payment Card Industry) compliant and their customers’ credit card data is always secure.
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.
Contact us to find out more
Latest updates
News
IPI climbs to #18 on the Best Companies to Work For list for 2024, showcasing exceptional workplace culture, employee engagement, and a commitment to people-first values.
Blog
New SheCanCode Spotlight Profile Q&A with Jayne Lawrenson - learn about the career moves that led her to her current role at Liberata.
