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How we serve the Retail Industry

Connect the customer journey – Give them a personalised experience which will earn you loyal and repeat customers.

As retail customers make a dash to digital, channels like social media, web chat and chatbots have never been more important – but for many, the retail Contact Centre isn’t evolving fast enough and customer expectations aren’t being met. Why? Siloed and unintegrated digital channels. All frustrations IPI can mitigate.

We can help you to harness the power of AI, enhancing your operations and transforming your customer experience.

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to us to implement personalised, omnichannel strategies while overcoming the challenges of disparate IT systems and out-of-date processes.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 are exhibiting at this year’s Retail Technology Show, the flagship event for retail in 2024!

Come and speak to us at Stand 4B58 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.

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Use AI to do more with less

Retailers are on a path where using AI is slowly going from being a choice to being a necessity if they want to stay in the game and keep up with consumers. Boost customer satisfaction with AI-powered tools like chatbots and virtual assistants to engage with customers in real-time, provide 24/7 support and offer personalised recommendations.

Assess the opportunities for AI in your operations at IPI’s AI Cafe.
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Cohesive customer journey

Fixing the issue of waning brand loyalty starts with understanding customer expectations and their journey with you. We help retailers to create data-driven strategies that deliver customer value through personalised interactions at different stages of their journey.

Happy agents = happy customers

Invest in understanding your customers better

Technology such as AI can help to deliver such personalisation at scale – however its full benefits will only be realised if a retailer’s data is in order. Gathering meaningful customer insights is key to successful implementation here, which means compiling high quality feedback from customer conversations across every channel to gather 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

Security & compliance

Our expert security team understands all of the complexities that go into protecting retail companies. From GDPR and PCI DSS, through to network security and disaster recovery solutions, we have you covered.

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.

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Retailers we work with

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.

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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.

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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.

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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.

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Watch our videos

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…

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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…

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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…

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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…

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Read our brochures

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.

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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.

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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).

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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.

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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.

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Read our eBooks

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.

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Engage your Contact Centre employees through Gamification

In this ebook, you will learn how gamification has evolved over time and how it can be used to best meet the needs of the 21st century Contact Centre. We will share our best practice tips gathered from IPI’s 20 years’ experience of working with Contact Centres, helping you to kick-start a gamification programme that ensures success.

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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.

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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.

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Contact us to find out more

“Our experience with IPI has continued to be a positive one. The implementation of Genesys Cloud has brought an air of excitement to our contact centre teams, delivering new features and functionality to ease day-to-day roles. Commercially, the transition has been a huge success, driving savings and enabling flexibility through our move to the cloud. Finally, and most importantly, our customers have continued to experience the smooth customer journey that they expect from our brand.”

Lalit Mandalia, Head of Technical Services at Boden

“Under normal circumstances, IPI and Genesys’ speed of delivery would be impressive, but bear in mind that at the time of the system’s migration our teams were dealing with a surge in enquiries across the business – via phone, email and social media. During these unprecedented times, our new cloud-based system from Genesys has enabled us to carry on helping our customers when they need it most. Without IPI and Genesys’ exceptional support, continuing business as ‘normal’ would have been near-impossible, let alone carrying out our additional outreach activities to help vulnerable members of our local communities.”

Adrian Morley, Operational Change and Integration Manager at Co-op

“IPI has been more than a supplier to us – they are a valued partner that will continue to help us meet our goals over the years to come. IPI’s knowledge and expertise around contact centres is unrivalled in the industry, and they both understand the challenges we face daily but also the solutions and services that enable companies like ours to succeed. We look forward to working in partnership with them in the years ahead.”

Paul Kenyon, Connect Services Manager (Data & Voice)

“IPI have been one of our longest-standing technology partners, and over the past ten years, their support, knowledge and expertise have been invaluable. Not only has the team been able to comprehensively manage over 2,000 PBXs across a highly complex estate while maintaining a high level of engagement with us, but just as importantly, IPI’s integrity and values are aligned to our business success which goes a long way to strengthening our partnership.”

Paul Kenyon, Connect Services Manager (Data & Voice) at Co-op

Latest updates



Pauseable, IPI’s automated pause-and-resume compliance technology, is now available on NICE CXone, the CCaaS AI platform from NICE.



Retailers are entering a new era of service personalisation. Read this article to find out why personalisation matters in transforming CX.

Upcoming Event


4th June, 2024

Gear up to explore mind-blowing strategies, dive into industry insights, and soak in success stories that will completely transform the way you empower your agents, turbocharge efficiency, and send customer satisfaction soaring!