Retail Digital Transformation

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““IPI is one of a small number of key suppliers that we’ve built a long-term partnership with – gaining its role as a trusted advisor due to its capability, innovation, openness and value delivered. We’ve benefited from IPI’s broad expertise across telecoms for a number of years, so when the time came for us to consider the next phase of our contact centre’s evolution, it was only natural to continue our relationship with the team. With a solid understanding of our business and our requirements in the on-premise world, IPI was the right choice to help us take our first steps into the cloud.””

Julian Bond, Head of ICT at Hillarys

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““IPI’s deep understanding of our business objectives, together with its feature-rich ElasticCX CCaaS solution, had an immediate impact on the experience of our customers and agents alike, contributing to our industry-leading NPS and Trustpilot scores. As an educational resource supplier, our customers in the main are schools and nurseries, which are often over-stretched and under-resourced. It is important that they have flexibility over how they interact with our Customer Support teams, and that we respond to all enquiries quickly and efficiently, helping us create even stronger relationships.””

Zoe Reuter, Customer Experience & Strategy Director at Findel

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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

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““IPI has been more than a supplier to us – they are a valued partner that will continue to help us meet our goals over the years to come. IPI’s knowledge and expertise around contact centres is unrivalled in the industry, and they both understand the challenges we face daily but also the solutions and services that enable companies like ours to succeed. We look forward to working in partnership with them in the years ahead.””

Paul Kenyon, Connect Services Manager (Data & Voice)

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““IPI have been one of our longest-standing technology partners, and over the past ten years, their support, knowledge and expertise have been invaluable. Not only has the team been able to comprehensively manage over 2,000 PBXs across a highly complex estate while maintaining a high level of engagement with us, but just as importantly, IPI’s integrity and values are aligned to our business success which goes a long way to strengthening our partnership.””

Paul Kenyon, Connect Services Manager (Data & Voice) at Co-op