Genesys Gold Partner

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““IPI took the time to understand clearly what we wanted to achieve from this project and they delivered. From their extensive knowledge of the market, through to the training and management of the migration, we have been impressed, with our entire organisation feeling the benefits of moving to the cloud. Agents are saving valuable time through the efficiencies inherent in Genesys Cloud, allowing them to spend longer with our customers. IT administrators are able to do their job more easily with greater visibility into the customer service platform. Overall, our team is happy, which for us is validation that we made the right decision to transition to the cloud and that IPI was the right partner to get us there.””

Mark Sayer, EMIS

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““We knew that IPI could provide us with the top-quality consultancy we needed to get the most out of our WFM system, but we’ve been particularly impressed by their knowledge and understanding of functionalities we never realised were possible. Our managers are also happier, as the new system has relieved the pressure of mundane tasks, without sacrificing the visibility of agents’ whereabouts. Looking ahead, we are excited to see how we can continue to optimise operations to deliver a better overall experience for our agents and customers – with IPI at our side.””

Bryan Griffin, Resource Planning Manager at People's Postcode Lottery

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““Working with IPI has been transformative for Motability Operations Ltd’s Contact Centre. Our customer service specialists now feel more empowered and confident in providing exceptional customer service. With IPI’s expertise and support, we’ve improved efficiency and deepened our connection with those we serve. Together, we’re making meaningful strides towards empowering individuals with disabilities across the UK and enhancing their quality of life through accessible transportation solutions.””

Laura Browning, Business Analyst, Motability

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““...we now have a much more enriched platform that provides us with all the necessary tools to support our customers." “Our customers are also telling us how impressed they are with the fact that they can now engage with us via other channels; our voice bots are making a difference!" “I am looking forward to what other Genesys capabilities we can utilise to make our jobs easier and continue to provide the excellent standards of Customer Satisfaction we strive for.””

Liberata Customer Services employees

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““Our experience with IPI has continued to be a positive one. The implementation of Genesys Cloud has brought an air of excitement to our contact centre teams, delivering new features and functionality to ease day-to-day roles. Commercially, the transition has been a huge success, driving savings and enabling flexibility through our move to the cloud. Finally, and most importantly, our customers have continued to experience the smooth customer journey that they expect from our brand.””

Lalit Mandalia, Head of Technical Services at Boden

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““Under normal circumstances, IPI and Genesys’ speed of delivery would be impressive, but bear in mind that at the time of the system’s migration our teams were dealing with a surge in enquiries across the business – via phone, email and social media. During these unprecedented times, our new cloud-based system from Genesys has enabled us to carry on helping our customers when they need it most. Without IPI and Genesys’ exceptional support, continuing business as ‘normal’ would have been near-impossible, let alone carrying out our additional outreach activities to help vulnerable members of our local communities.””

Adrian Morley, Operational Change and Integration Manager at Co-op