The Agent of Change
When your agents are happy, your customers are happy – and your managers are delighted.
Make smarter decisions with intelligent WEM tools from IPI.
Workforce Management (WFM)
Optimising your workforce can seem like a dark art. IPI solutions shine a light on the needs of your agents, customers and organisation, giving you a clear path to the optimal resourcing for every season.
Call Recording and QM
Compliance, performance management and customer experience optimisation are transformed by the latest generation of call recording and quality monitoring solutions. Review more calls in less time, and make the most of opportunities to share learnings with agents and gradually improve their performance.
Optimised Experiences
Contact centres are challenging environments.
Our WEM solutions are designed to help you improve the working lives of your agents while also improving the experience for your customers – and also giving your supervisors and managers the tools they need to motivate, develop and train a workforce that’s ready for anything.
Speech and Text Analytics
Artificial intelligence provides new opportunities to harvest your call and chat logs so you can improve compliance, customer experience and agent performance. You can mine your existing resources for insights into customer interactions, agent performance, challenges, successes and much more.
Wallboards
Bring your data to life with wallboards that motivate agents, advise managers and give supervisors a strategic and operational overview of contact centre performance. Our decades of experience in contact centres means we can help you implement wallboards that support your team without adding to stress during busy periods.
We can Help with your WEM Requirements
Our solution will support time-based management of people, resources and operations. Talk to our experts on how your contact centre can experience great productivity gains at a minimised cost.
Latest Updates
News
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.
Blog
Is Your Contact Centre Listening To Vulnerable Customers?
Now, more than ever, we need to be identifying and listening to our vulnerable customers. How are we best placed to do that though?
Upcoming Event
20th May, 2021
This half day event delivers a program focused on delivering a strategic, ROI based approach to digital transformation and cloud migration.
