There has never been a more vital time for contact centres to go cloud. We can help. Contact us today.
Your contact centre can reduce costs while also improving the experience for customers and agents. After three decades of delivering contact centres of all sizes and complexity across all industry sectors, our team speaks your language and understands your challenges.
With one of the UK’s largest teams of contact centre certified engineers across Avaya’s full portfolio, IPI is best placed to manage and extend your Avaya investment and recommend new capabilities. Our experienced consultants, architects and developers can build integrations with your CRM and in-house apps, and also develop additional functionality.
Phone, email, chat and more – all through a single simple interface. Move your contact centre to the cloud for unprecedented connectivity and a 360° view of the customer. PureCloud is ready for use with outbound campaigns and includes a host of advanced features, including workforce optimisation, AI, speech recognition and chatbot.
Go cloud free of charge for 60 days, no contract and up and running in 48 hours. Find out more.
Our specialists know that successful contact centres must harmonise their people, processes and technology. We can help you make the most of your existing assets, and also recommend new solutions, new channels and new processes.
Giving your customers more control over their account and data is a great way to reduce pressure in your contact centre. But this can also improve customer satisfaction because self-service often beats human agents in terms of speed – and also in terms of availability.
Serve more customers in less time. Automation technologies like chatbots and RPA can boost the customer experience by reducing the lag between customer intentions and customer resolutions. Having deployed these technologies for contact centres we can help you navigate the complex choices, so you achieve a compelling ROI.
If you can improve experience for your agents, you can improve outcomes for your customers. Our workforce optimisation (WFO) solutions include Workforce Management, Call Recording, Speech and Text Analytics and Wallboards.
Your customers expect a secure contact centre. Enhance your security while also making identification and verification fast and easy for customers and agents alike. The latest generation of contact centre security solutions are designed to lock-down sensitive data while accelerating the customer experience and simplifying your compliance measures.
Our development team supports hundreds of contact centres and is well-versed with the challenges of integrating CTI, IVR and CRM solutions, as well as bespoke software packages. With our support you can customise your contact centre solutions, so you get the features and the outcomes that you and your customers need.
Transformation is easy when you have a partner that can guide the way. Our consultants, architects and engineers have decades of experience in guiding contact centres into the future. We can help you implement solutions that improve the customer experience, deliver efficiency and support your teams.
IPI are supporting UK Youth to improve opportunities for disadvantaged young people, helping them gain the skills they need to build bright futures.
“We offer a key service to the public in debt advice which can be extremely sensitive and with the impending impact of Covid19 we needed to protect our workforce and still provide this essential service to the public. We also needed to ensure our call routing IVR system was still utilised. IPI were excellent in understanding our priorities and very quickly worked in partnership with my team to deliver and configure an AVAYA remote working solution within 48 hours. The extra effort and attention from IPI to insure we were able to continue providing our service from 173 advisers all working remotely and no disruption or changes to our IVR call flow gave us comfort and allowed us to focus on the other priorities in our business.”Martin Nall – Head of IT, Money Advice Trust
“Out of all the technology partners in the market it was IPI that impressed us the most with their extensive knowledge of Avaya, highly responsive support services and guidance around deploying the latest digital technologies. IPI’s innate understanding of what makes a contact centre tick and how to optimise operations to obtain the best business benefits have been fundamental to our long-lasting partnership.”Martin Nall – Head of IT
““We have real confidence in IPI’s ability to deliver on their solutions, they really make an effort to understand our goals and objectives so we know we are in safe hands. IPI has continually impressed with their teamwork, communication and co-operative approach, not to mention top-class, innovative solutions. IPI’s longstanding partnership with Avaya together with their insights and expertise have been invaluable to our business and we look forward to working together to deliver excellence for our employees and patients, and building a long and trusted relationship with IPI.””Charlie Barrett, Telecoms & Infrastructure Manager
“IPI’s knowledgeable and efficient team provides exceptional support for our UK and European offices.”Steven Dick, Infrastructure Engineer III
“At Hodge Bank, we were in the early stages of procuring a new Contact Centre solution that would meet our requirements, which included the ability for agents to work remotely. However, we needed to expedite that process once the UK Government had issued the lockdown instruction to ensure that we could continue to deliver excellent service to our customers, as the legacy Contact Centre solution we had deployed had very limited features for Remote Agent working. IPI were able to rapidly showcase the full benefits that a Genesys Cloud solution could deliver which provided increased functionality and flexibility, while providing confidence in terms of delivery timelines and ease of implementation. The initial engagement to solution deployment lasted 2 weeks in total and we are delighted with both the deployed solution and, importantly, the strategic partnership that has been built between our respective organisations.”Jonathan Evans, Technology Transformation Manager
“We continue to be very excited with the IP Integration partnership as they work closely with our Genesys teams delivering on our collective mission of delivering exceptional customer contact through the Genesys Cloud solution. What helps drive their success is that IPI are truly able to add value around the Genesys portfolio both through their application integration expertise and operational consulting that explicitly highlights the value to customers of partnering together.”Mickaël Lefebvre, PureCloud Channel Sales EMEA Director
“IPI went above and beyond to get additional licenses set for us as the lockdown took hold. These were essential to us being able to service our customers ”Pete Clinksales, IT Manager
“IPI immediately understood the urgency and responded very quickly whilst keeping us in the loop to make sure within 72 hours our designated Agent workforce was able to work from home and continue to deliver a high level of customer service to our Members. ”Andy Woodrow, Assistant Service Delivery Manager
“Some of the best project management and delivery I have worked with from a partner. ”Clarion Housing
“Send ME allows us to cope with the surge in demand that occurs around our customers’ product updates and new releases. ”Multinational Fulfilment Agency
“Knowing our IT network is running smoothly and ticking along in the background without us even having to blink an eye is a huge relief. IPI runs our IT business so that we can run ours. ”Educational Institution
“The implementation went really smoothly and within the time frame stated and everyone seems to have picked it up really quickly based on the training materials provided.”Chris Wane, Senior Planning & Control Analyst, Findel
“The speed at which IPI was able to respond to our enquiry meant that our business was able to react, and our customers continued to be served. The IPI team pulled out all the stops and exceeded our expectations by having our solution in place over the weekend and ready for the start of business on Monday. ”Zoe Reuter, Customer Services Director
“Where previous suppliers have failed, IPI has succeeded, quickly and seamlessly implementing a solution that has already benefited our organisation. IPI has delivered from the off, providing valued consultation and a solution that exceeded all expectations, to create the experience our customers and staff deserve. Without IPI’s hard work and dedication, we would have struggled to make it through our peak period.”Travel Company
“IPI has made this transition easy for us. Its team of dedicated consultants worked collaboratively with our team, finding creative solutions to problems and making sure that the chatbot both reflected our brand and met the needs of our customers. We are delighted with the results to date and are excited about continuing our digital transformation journey with IPI.”Orla McGivern, Customer and Insights Senior Manager
“We actually reduced our ID&V process by almost half. In addition to that, our agents are more productive and our customers more satisfied. We are PCI DSS compliant and mitigating risk within the contact centre. We have finally realised our telephony excellence goals and can deliver exceptional customer service to our valued customers.”Severn Trent
“We can design automated outbound campaigns to complement and extend beyond our existing inbound contact centre and outbound agent campaigns. This way, we provide customers the ability to expedite their agent-based interaction and we improve our customer satisfaction levels.”Julian Bond, CIO
“Working with IPI has improved service to our customers and internal processes which has led to happier staff, reduced agent turnover, and us becoming a Top 50 in Customer Service.”Peter Martin, Head of Operations, The Caravan and Motorhome Club
“IPI’s Consulting experts showed us how to implement a better plan for our internal transfer rates and all volume due to failed customer self-service elsewhere in the organisation. We actually reduced our IDV process by a whopping 50%.”Thames Water
“We now have a very powerful and effective operational optimisation strategy which has enabled us to exceed targets and continues to have a positive impact on our contact centre business.”Atos