Workforce Engagement Management

The Agent of Change

When your agents are happy, your customers are happy – and your managers are delighted.
Make smarter decisions with intelligent Workforce Engagement Management 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.

Explore WFM

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.

Explore Call Recording & QM

Optimised Experiences

Contact centres are challenging environments.
Our Workforce Engagement Management 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.

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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.

Explore Wallboards

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

IPI teams up with The Mentoring Lab to help young people break into the tech sector

IPI, the digital contact centre specialist, has teamed up with Hackney-based, black-led not-for-profit youth organisation, The Mentoring Lab. IPI is supporting The Mentoring Lab by…

4 characteristics of good customer service in 2021

Characteristics of Good Customer Service in 2021 Craig Farley, Head of Consulting at IPI, shares his thoughts: The last year can, at best, be described…

The Future of the Contact Centre

19th May, 2021

This webinar will include industry leaders, Contact Centre specialists and clients discussing the future of the Contact Centre

Request information

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“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

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“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

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“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

IPI is the UK’s leading digital contact centre specialist, focused on creating intelligent and innovative contact centre solutions that deliver exceptional customer experiences. Founded in 2001, the company supports more than five million customer interactions and 65,000 agents every day.

IPI offers industry-leading contact centre solutions, as well as our own portfolio of applications. IPI solutions – available in the cloud, on-premise or as a managed service – cover every component of the contact centre, from integration, unified communications, networking, workforce optimisation, compliance and security, right up to conversational AI, speech analytics and voice biometrics. IPI also offers a range of consultancy and professional services as well as devOps support, delivered by its highly accredited team of contact centre experts.