Our Customers

Our Customers – Success Stories

Hodge Bank

“The sales process was smooth but the best part for us has been that the account team have been extremely helpful, supportive and knowledgeable as we navigate the new system. It is clear that IPI take their customers very seriously and don’t just bring in the A-team for the sale…”

Jonathan Evans, Technology Transformation Manager – Hodge Bank

“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) – Co-op

“Operating in the travel sector – which has suffered a number of casualties of late – it is essential to differentiate and provide the highest level of customer service. DialAFlight does this, aided by the exceptional service that IPI continues to provide us with. The longevity of the partnership between our two companies is testament to this – providing us with an uninterrupted and resilient service, that continues to meet, and exceed, the requirements of our customers and our travel managers alike.”

Rashpal Degun, Communications Manager – DialAFlight, part of the Lotus Group

“IPI immediately understood the urgency and responded very quickly whilst keeping us in the loop to make sure within 72 hours our designated Agent workforce was able to work from home and continue to deliver a high level of customer service to our Members.”

Andy Woodrow, Assistant Service Delivery Manager – The Caravan and Motorhome Club

Hodge Bank

“At Hodge Bank, we were in the early stages of procuring a new Contact Centre solution that would meet our requirements, which included the ability for agents to work remotely.  However, we needed to expedite that process once the UK Government had issued the lockdown instruction to ensure that we could continue to deliver excellent service to our customers, as the legacy Contact Centre solution we had deployed had very limited features for Remote Agent working.  IPI were able to rapidly showcase the full benefits that a Genesys Cloud solution could deliver which provided increased functionality and flexibility, while providing confidence in terms of delivery timelines and ease of implementation.  The initial engagement to solution deployment lasted 2 weeks in total and we are delighted with both the deployed solution and, importantly, the strategic partnership that has been built between our respective organisations”

Jonathan Evans, Technology Transformation Manager – Hodge Bank

YoungMinds logo

“Working with IPI has been a great experience. As a charity, it was important to us that contact centre consultants really understood our principles. IPI took the time to immerse themselves in our work, speaking to our staff and spending time listening to our service, so the solutions they recommended supported our aims yet pushed our thinking in new ways. The consultants we worked with were very knowledgeable, they turned around work quickly and were a pleasure to work with.”

Deirdre Kehoe, Director of Training and Services

“The support offered by IPI has been second to none. We are all operating in unprecedented times and IPI has ensured through its robust business continuity solutions, that we maintain ‘business as normal’ for our customer base.”

Steve Brookman, Head of Platforms – Audley Travel

Europa Group Logo

“IPI has demonstrated to us once again why it leads the charge for both service and technology. When we needed to enable homeworking quickly, their team recommended and transitioned our agents from Avaya to Genesys Cloud within days, enabling us to continue servicing our customers without any business interruption. The solution has proven to be agile and intuitive and a massive success with our agents. The messaging capability enables them to support each other and help with customer queries while working remotely. The partnership between IPI and Genesys is an exciting one, and we look forward to driving increased benefit from the end to end solutions they offer.”

Andy Cole, General Manager – Europa Group

“We have real confidence in IPI’s ability to deliver on their solutions, they really make an effort to understand our goals and objectives so we know we are in safe hands. IPI has continually impressed with their teamwork, communication and co-operative approach, not to mention top-class, innovative solutions. IPI’s longstanding partnership with Avaya together with their insights and expertise have been invaluable to our business and we look forward to working together to deliver excellence for our employees and patients, and building a long and trusted relationship with IPI.”

Charlie Barrett, Telecoms & Infrastructure Manager – United Lincolnshire Hospitals NHS Trust

“IPI reacted very quickly to our security token requirement ensuring we were able to work from home as soon as the Government advised that we should do so.”

Bridget Sharman, IT Service Administrator – Charnwood Borough Council

“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

“IPI’s knowledgeable and efficient team provides exceptional support for our UK and European offices.”

Steven Dick, Infrastructure Engineer  – ARI Fleet

“I can honestly say that IPI are unique in their market space. Despite all the challenges affecting everyone now, IPI pulled out all the stops and delivered us a clear business continuity plan and helped us to quickly transition to a new solution seamlessly.”

Harvey Gill, Head of IT – VLS

“The speed at which IPI was able to respond to our inquiry meant that our business was able to react, and our customers continued to be served. The IPI team pulled out all the stops and exceeded our expectations by having our Genesys Cloud solution in place for the weekend and ready for the start of business on Monday.”

Zoe Reuter, Customer Services Director – Findel

“IPI went above and beyond to get additional licenses set for us as the lockdown took hold. These were essential to us being able to service our customers.”

Pete Clinksales, IT Manager – Best at Travel

“IPI has continually impressed with their teamwork, communication and co-operative approach, not to mention top-class solutions. Their insights and expertise have been invaluable to our business and we look forward to the future of the relationship. Not only do they provide great support they also help frame projects and software implementation to ensure they are delivered effectively.”

Samuel Newman, Deputy to Operations Director – Complete Cover Group

“The speed at which IPI was able to respond to our enquiry meant that our business was able to react, and our customers continued to be served. IPI’s team is so dedicated to delivering exceptional service, that they worked very hard to ensure that the equipment was delivered and in place ready for lockdown.”

Rashpal Degun, Communications Manager – DialAFlight, part of the Lotus Group

“IPI’s demonstrable history and reputation within the UK public sector played a large part in our decision to select its solution. Ultimately their experts delivered an amazing solution that ticked all the boxes in terms of technical, commercial and compliance criteria.”

Rob Elcock, Senior Infrastructure Engineer – Gloucestershire County Council

“IPI has made this transition easy for us. Its team of dedicated consultants worked collaboratively with our team, finding creative solutions to problems and making sure that the chatbot both reflected our brand and met the needs of our customers. We are delighted with the results to date and are excited about continuing our digital transformation journey with IPI.”

Orla McGivern, Customer and Insights Senior Manager – NI Water

“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 – Money Advice Trust

“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 – Hillarys

“The implementation went really smoothly and within the time frame stated and everyone seems to have picked it up really quickly based on the training materials provided.”

Chris Wane, Senior Planning & Control Analyst – Findel

“IPI truly understands the sometimes life and death importance of the service we provide to our clients and the critical nature of what we do as a company. With their vast experience of supporting Avaya technology, their client centric approach,  and their ability to grasp how we operate on a daily basis, we have total confidence in IPI’s ability to steer our future contact centre strategy.”

Omar Abu-Rish, Operations Centre Manager – Securitas

Read some of our Customer Stories

Strengthened Access Security

With easy access to its network, applications and resources by staff and partners a crucial element of Gloucestershire County Council’s ‘Agile Working’ initiative, the council needed to enhance its access strategy.

read more
Hillarys logo

Digital Transformation

Hillarys were looking for a partner that could deliver on their Avaya digital transformation roadmap. Since working with IPI, Hillarys has streamlined its operations, reduced costs, improved efficiency and ensures consistent quality across the board.

read more

Enhanced Customer Experience

The implementation of an IPI chatbot has been delivered as part of NI Water’s digital transformation strategy to enhance customer experience through the implementation of advanced technology.

read more

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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.

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Blog

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6 reasons to move to a cloud contact centre

Contact centres form an integral part of the customer journey and help pave the way for business success. But in order to meet rising customer…

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Upcoming Webinar

 

5th November, 2020

Our expert panel and industry speaker will discuss how to improve customer experience by utilising IPI Cloud AI to drive efficiencies and cost savings.

The sales process was smooth but the best part for us has been that the account team have been extremely helpful, supportive and knowledgeable as we navigate the new system. It is clear that IPI take their customers very seriously and don’t just bring in the A-team for the sale…

Jonathan Evans, Technology Transformation Manager

“Ensuring that our back-end infrastructure is geared up to support our customer base is absolutely critical to the continued success of our company. IPI provided us with confidence that our systems would be effectively supported and would continue to deliver the service our customers expect from our brand.”

Rashpal Degun, Communications Manager at DialAFlight, part of the Lotus Group

“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)

“IPI has demonstrated to us once again why it leads the charge for both service and technology. When we needed to enable homeworking quickly, their team recommended and transitioned our agents from Avaya to Genesys Cloud within days, enabling us to continue servicing our customers without any business interruption. The solution has proven to be agile and intuitive and a massive success with our agents. The messaging capability enables them to support each other and help with customer queries while working remotely. The partnership between IPI and Genesys is an exciting one, and we look forward to driving increased benefit from the end to end solutions they offer.”

Andy Cole, General Manager

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

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

“We have real confidence in IPI’s ability to deliver on their solutions, they really make an effort to understand our goals and objectives so we know we are in safe hands. IPI has continually impressed with their teamwork, communication and co-operative approach, not to mention top-class, innovative solutions. IPI’s longstanding partnership with Avaya together with their insights and expertise have been invaluable to our business and we look forward to working together to deliver excellence for our employees and patients, and building a long and trusted relationship with IPI.”

Charlie Barrett, Telecoms & Infrastructure Manager

IPI’s knowledgeable and efficient team provides exceptional support for our UK and European offices.

Steven Dick, Infrastructure Engineer III

At Hodge Bank, we were in the early stages of procuring a new Contact Centre solution that would meet our requirements, which included the ability for agents to work remotely. However, we needed to expedite that process once the UK Government had issued the lockdown instruction to ensure that we could continue to deliver excellent service to our customers, as the legacy Contact Centre solution we had deployed had very limited features for Remote Agent working. IPI were able to rapidly showcase the full benefits that a Genesys Cloud solution could deliver which provided increased functionality and flexibility, while providing confidence in terms of delivery timelines and ease of implementation. The initial engagement to solution deployment lasted 2 weeks in total and we are delighted with both the deployed solution and, importantly, the strategic partnership that has been built between our respective organisations.

Jonathan Evans, Technology Transformation Manager

We continue to be very excited with the IP Integration partnership as they work closely with our Genesys teams delivering on our collective mission of delivering exceptional customer contact through the Genesys Cloud solution. What helps drive their success is that IPI are truly able to add value around the Genesys portfolio both through their application integration expertise and operational consulting that explicitly highlights the value to customers of partnering together.

Mickaël Lefebvre, PureCloud Channel Sales EMEA Director

IPI went above and beyond to get additional licenses set for us as the lockdown took hold. These were essential to us being able to service our customers

Pete Clinksales, IT Manager

IPI immediately understood the urgency and responded very quickly whilst keeping us in the loop to make sure within 72 hours our designated Agent workforce was able to work from home and continue to deliver a high level of customer service to our Members.

Andy Woodrow, Assistant Service Delivery Manager

Some of the best project management and delivery I have worked with from a partner.

Clarion Housing

Send ME allows us to cope with the surge in demand that occurs around our customers’ product updates and new releases.

Multinational Fulfilment Agency

Knowing our IT network is running smoothly and ticking along in the background without us even having to blink an eye is a huge relief. IPI runs our IT business so that we can run ours.

Educational Institution

The implementation went really smoothly and within the time frame stated and everyone seems to have picked it up really quickly based on the training materials provided.

Chris Wane, Senior Planning & Control Analyst, Findel

The speed at which IPI was able to respond to our enquiry meant that our business was able to react, and our customers continued to be served. The IPI team pulled out all the stops and exceeded our expectations by having our solution in place over the weekend and ready for the start of business on Monday.

Zoe Reuter, Customer Services Director

Where previous suppliers have failed, IPI has succeeded, quickly and seamlessly implementing a solution that has already benefited our organisation. IPI has delivered from the off, providing valued consultation and a solution that exceeded all expectations, to create the experience our customers and staff deserve. Without IPI’s hard work and dedication, we would have struggled to make it through our peak period.

Travel Company

IPI has made this transition easy for us. Its team of dedicated consultants worked collaboratively with our team, finding creative solutions to problems and making sure that the chatbot both reflected our brand and met the needs of our customers. We are delighted with the results to date and are excited about continuing our digital transformation journey with IPI.

Orla McGivern, Customer and Insights Senior Manager

We actually reduced our ID&V process by almost half. In addition to that, our agents are more productive and our customers more satisfied. We are PCI DSS compliant and mitigating risk within the contact centre. We have finally realised our telephony excellence goals and can deliver exceptional customer service to our valued customers.

Severn Trent

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

Working with IPI has improved service to our customers and internal processes which has led to happier staff, reduced agent turnover, and us becoming a Top 50 in Customer Service.

Peter Martin, Head of Operations, The Caravan and Motorhome Club

IPI’s Consulting experts showed us how to implement a better plan for our internal transfer rates and all volume due to failed customer self-service elsewhere in the organisation. We actually reduced our IDV process by a whopping 50%.

Thames Water

We now have a very powerful and effective operational optimisation strategy which has enabled us to exceed targets and continues to have a positive impact on our contact centre business.

Atos

We thought this type of speech analytics exercise was not going to meet our expectations because we’d been let down by previous attempts. But this was so much more than speech analytics. It went above and beyond by analysing the full contact between the agent and customer, uncovering more than just speech, and providing insight for us to unlock and understand – and take action upon.

Anglian Water

Nothing makes us happier than knowing we’re treating our customers brilliantly. IPI clearly understood our needs around offering first-class customer service to our customers.

Ovo Energy

Working with IPI has allowed us to continue to reach our customer service excellence goals, improve internal processes, lower costs, and achieve a higher SIM score, benefitting both the entire organisation and its valuable customers.

United Utilities

Previously everything was done by using spreadsheets which was really time-consuming. Many years of working with different partners for disparate systems was very inefficient. Working with IPI, with everything aggregated under one roof was really attractive for us, and we are already reaping the benefits.

MandM

IPI was awarded the prestigious Avaya 2016 Strategic Win Award for the Asia region by combining the Avaya solution with a selection of its own complementary tools while managing the highly complex roll-out. This augments and extracts value from our existing back-end platforms, and provides the company with a sophisticated omnichannel contact solution with full personalisation attributes to enhance the experience of its customers.

Online Gaming Giant

Working with IPI has improved service to our customers and internal processes which has led to happier staff, reduced agent turnover, and us becoming a Top 50 in Customer Service.

Peter Martin, Head of Operations