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.
Gamification eBook
Motivation comes in many forms, but one proven method lies in turning an activity into a pseudo game and rewarding participants. This is gamification in its simplest form – the art of applying the principals of game play (point scoring, rules and competition against other participants) to other activities to increase engagement.
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 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.
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 Workforce Engagement Management 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
Insurance Edge feature: Are you a bliever at BIBA?
It’s all happening at BIBA this week, with a new partnership announced between IP Integration and Blieve. Here’s the word; IP Integration (IPI), the digital…
Blog
contact-centres feature: 3 Ways to Capitalise on Intelligent Call Routing in Contact Centres
Our Applications Director discusses three ways to capitalise on intelligent call routing in Contact Centres.
Upcoming Event
7th July, 2022
Explore the misalignment of CX priorities across Customers, Operations and Execs, the impact that this misalignment has on meeting customer expectations, and why many retail contact centres aren’t evolving fast enough.
