Contact Centres

There has never been a more vital time for contact centres to go cloud. We can help. Contact us today.

Impress Customers. Retain Agents. Cut Costs.

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.

Avaya

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.

Explore Avaya

Genesys Cloud

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. Genesys Cloud 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 30 days, no contract and up and running in 48 hours. Find out more.

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genesys cloud migration

Consultancy

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.

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Self-Service

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.

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self service mobile phone
privacy

Automation

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.

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WEM

If you can improve experience for your agents, you can improve outcomes for your customers. Our workforce engagement management (WEM) solutions include Workforce Management, Call Recording, Speech and Text Analytics and Wallboards.

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WEM

Security & Compliance

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.

Explore Security & Compliance

Custom Development

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.

Explore Custom Development

Talk to us about your Contact Centre Requirements

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.

Contact Us Now

Latest Updates

News

UK Youth
PRESS RELEASE: IPI teams up with UK Youth to help young people build bright futures

IPI are supporting UK Youth to improve opportunities for disadvantaged young people, helping them gain the skills they need to build bright futures.

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Blog

cloud contact centre
6 reasons to move to a cloud contact centre

Contact centres form an integral part of the customer journey and help pave the way for business success. But in order to meet rising customer…

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Upcoming Event

 

10th November, 2020

Europe’s leading call & contact centre event. See the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in customer engagement.

The sales process was smooth but the best part for us has been that the account team have been extremely helpful, supportive and knowledgeable as we navigate the new system. It is clear that IPI take their customers very seriously and don’t just bring in the A-team for the sale…

Jonathan Evans, Technology Transformation Manager

“Ensuring that our back-end infrastructure is geared up to support our customer base is absolutely critical to the continued success of our company. IPI provided us with confidence that our systems would be effectively supported and would continue to deliver the service our customers expect from our brand.”

Rashpal Degun, Communications Manager at DialAFlight, part of the Lotus Group

“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)

“IPI has demonstrated to us once again why it leads the charge for both service and technology. When we needed to enable homeworking quickly, their team recommended and transitioned our agents from Avaya to Genesys Cloud within days, enabling us to continue servicing our customers without any business interruption. The solution has proven to be agile and intuitive and a massive success with our agents. The messaging capability enables them to support each other and help with customer queries while working remotely. The partnership between IPI and Genesys is an exciting one, and we look forward to driving increased benefit from the end to end solutions they offer.”

Andy Cole, General Manager

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