Avaya

Drive Experience Excellence with an Avaya Diamond Partner

Contact Centre Solutions that Deliver on the Expectations of your Customer

Avaya is the leader in Contact Centre Solutions, and we are Avaya’s most experienced partner in the UK.

Hillarys’ Digital Transformation

Hillarys were looking for a partner that could deliver on their Avaya digital transformation roadmap. Since working with IPI, Hillarys has streamlined its operations, reduced costs, improved efficiency and ensures consistent quality across the board.
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HILLARYS

Hear from Julian Bond of Hillarys on how we helped them with their Digital Transformation

Avaya’s Most Accredited Partner

Why is IPI the UK’s Avaya partner of choice? We have been Avaya’s top tier partner for over 20 years and have one of the largest Avaya engineering teams in the UK. This knowledge encompasses Avaya’s full suite from old Nortel systems and outbound dialling to the very latest WFO, AI and Cloud capabilities.

We can deliver your Avaya contact centre in the way you need it: in the cloud—public, private, or hybrid—or on your premises. So why not see how we can help you get the best from your Avaya investment?

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How IPI Helped Securitas

At the very outset of the project, IPI’s consultants conducted a full audit of the entire Securitas UK telephony infrastructure, which spans the ARC, a disaster recovery site and numerous locations nationwide. This audit allowed the IPI team to proactively identify any potential points of failure. IPI then went on to devise and deliver a plan to reconfigure the systems, eradicating any possible weaknesses, however slight.

SECURITAS

Boosting the responsiveness and capabilities of the Securitas uk alarm response Centre.

How IPI Helped Coop

With a relationship spanning over 15 years, IPI helped Co-op integrate their phone system to their back office system as well as to their third party provider system. IPI understood Co-op’s original software apps and integrated Avaya software into those platforms to provide genuine value.

Partner for Innovation

We integrate and innovate too. As Avaya specialists we ensure your investment is always protected and future proof. In addition to world class managed services, we monitor system performance to ensure your contact centre is delivering exceptional performance.
IPI were the first partner to deliver webchat and video calling on Avaya. Our CTI and application development team have integrated Avaya solutions with a huge range of platforms, and we’ll keep on developing and delivering cutting-edge services and applications to match the needs of your customers and your business.

Managed Services

As a Diamond Avaya partner with Avaya-certified engineers, we have the depth of talent, as well as the time-honed processes, to meet any challenge your contact centre might face. Our proactive monitoring capabilities mean that we can often resolve issues before you know there’s a problem.
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Proactive Outreach Manager

IPI’s Proactive Outreach Manager is an application platform that enables organisations to design and manage high performance and cost-effective automated notifications and outbound campaigns that reach out to customers via voice, email, or text messaging. These campaigns can notify customers of key information and enable them to take immediate action through automated self-service or by a conversation with an agent.

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WFO

Our WFO solutions and services help our customers optimise and improve their capacity planning, forecasting and scheduling practices underpinned through an industry best practice methodology developed by working with dozens of contact centres around the world.
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Talk to the Avaya Experts

We hold the highest Avaya engineer to client ratio in the UK which enables us to deliver a 98.7% client retention rate. Organisations across all sectors trust IPI to design, deliver and maintain their Avaya estate. We would love to help you.
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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

Contact Centre Crisis Management

Here are IPI’s top tips on how to best manage your contact centre during the pandemic. From WFM optimisation to making sure your website is up to date.

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Upcoming Webinar

 

17th June, 2020

Leverage analytics to support your remote agents and safeguard your brand.

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 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

“The support offered by IPI has been second to none. We are all operating in unprecedented times and IPI has ensured through its robust business continuity solutions, that we maintain ‘business as normal’ for our customer base.”

Steve Brookman, Head of Platforms

IPI truly understands the sometimes life and death importance of the service we provide to our clients and the critical nature of what we do as a company. With their vast experience of supporting Avaya technology, their client centric approach, and their ability to grasp how we operate on a daily basis, we have total confidence in IPI’s ability to steer our future contact centre strategy.

Omar Abu-Rish, Securitas Operations Centre Manager