Resources
Case Study
Co-op needed a solution that would enable it to effectively mobilise its contact centre team to work from home to cope with demand from existing and new services and be able to help its members, customers and wider communities more effectively.
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Accelerate your migration from Avaya to Genesys Cloud with our proven roadmap, where our consultants are with you every step of the way.
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Our proven migration methodology is designed to give you complete confidence at every stage and deliver a platform that meets your organisation’s needs and exceeds your expectations.
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Read the benefits of optimising your Avaya estate and how implementation will address many aspects of your business performance and customer experience.
Report
The Contact Babel UK Contact Centre Verticals: Utilities report looks at the structure, growth, technology, HR and commercial issues found in contact centres within the UK utilities sector.
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Our Blueprint consultancy service gives you a holistic view of your contact centre, with a focus on key operational areas such as people, process and technology.
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Sat discusses his strategy and leadership philosophy and IPI’s impressive goals for the future.
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Hear from IPI experts Steve Murray, Solutions Director and Ben Smith, Technology Solution Consultant, who discuss how IPI’s Cloud AI offering can help improve the agent and customer experience whilst…
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As lockdown was instructed, VLS quickly engaged us to review cloud UC and Contact Centre options to enable their team to work remotely.
Case Study
For this water utilities organisation, IPI delivered an innovative speech-enabled IVR solution, an ID&V system and an automation tool to help with routine enquiries and information requests.
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Cloud AI from IPI is a new way to empower your agents and delight your customers with advanced technology,
in a package that can be integrated with your existing contact centre solutions.
Video
Has Craig called it? Will 2021 be the year of personalised omnichannel in the Contact Centre? Listen as he discusses the reasons why he believes this is omnichannels’ year to…
Report
The use of automated voice-based solutions has become widespread and offers a rapid service option to customers while keeping contact centre costs down.
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In this vlog, Craig recaps our latest ‘AI-Driven Automation in the Insurance Sector’ webinar and discusses how the technology at the forefront of the insurance sector helps drive and improve CX and enables new and different ways to do business.
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IPI and guest speakers discuss strategies and technologies to help Insurance Companies address some of the biggest challenges facing their Customer Service Environments.
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Listen to the 5 top benefits of an effective contact routing strategy, paying attention to the customer experience and how to cater to today’s customers. An effective strategy also improves employee experience and provides better insights
Report
VoC programmes strive to capture customer feedback across multiple channels of engagement, while enabling closed-loop strategies to support customer retention, employee development and omnichannel experience optimisation.
Case Study
Over recent years, demand to the Helpline has grown considerably. IPI therefore offered to support the charity by auditing its technology infrastructure to ensure it was fit for purpose, and that more parents could access the help YoungMinds offers.
Video
In this vlog, Craig follows on from his Voice of the Customer vlog, to highlight the importance of Speech Analytics in analysing customer insights. Speech Analytics and Text Analytics can help unlock all of the data that you already have and allows you to pull out valuable customer feedback.
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On average, it takes a contact centre agent 45 seconds to identify and verify a customer’s details. With self-service AI this process can be entirely automated and consumed as cloud-based service. By being able to automate this part of the customer contact, you can give time back to your business.
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6 reasons you should move your contact centre to the cloud include the ability to ensure a quick implementation process, particularly when you have sensitive time pressures, improved customer experience, and real-time insights.
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Why don’t you have a Voice of the Customer programme? Listen for more tips around implementing your own Voice of the Customer programme.
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Panelists from IPI and CX Company ask the pertinent questions: Where to start? Why Chatbot? And of course recommendations, and future plans. Our panelists are joined by two clients, Northern Ireland Water and Orbit Group to discuss their chatbot implementation journey.
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Hear from Larry McAteer, Business Improvement Project Manager at Northern Ireland Water on why they chose a chatbot and the steps they took leading up to, during and after project implementation.
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Read how we have helped some of our clients. From Contact Centre technologies, Cloud, Infrastructure, bespoke Applications, Innovation, Managed Services and Consultancy.
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If you’re embarking on the chatbot/conversational AI journey, then this bite-sized vlog by Craig Farley, Head of Applications Consulting at IPI, will give you some food for thought.
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Cloud Migration – Delivering effortless experiences that exceed expectations is critical to your success. But contact centre software that forces you to manage systems and customer channels separately can’t live…
Report
The Frost Radar Report™: European Contact Centre as a Service Market, 2020 report sets out the strategic imperatives, the growth environment, strategic insights, and the significance of being on the Frost Radar.
Case Study
Through working in partnership with IPI, DialAFlight has invested in its telephony infrastructure to ensure that both its customers and its dedicated Travel Managers have an integrated system that provides…
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IPI were rapidly able to show the full benefits of Genesys Cloud to allow for a new contact centre solution that included the ability for agents to work remotely.
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Webinar – Build an effective chatbot in 3 days
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Webinar – Leverage analytics to support your remote agents and safeguard your brand.
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If your home-working agents are taking payment information from your customers then their systems must be PCI compliant.
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Digital Contact Centre Justification Planning – Presented by Julian Bond, CIO at Hillarys Blinds
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Industry trends and predictions – Presented by Alexander Michael, Director of Consulting at Frost and Sullivan
• Concrete outcomes from the digital transformation of the contact centre
• The evolving role of the human agent against the backdrop of AI, automation and self-service apps
• The next technology frontier
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IPI Contact Centre Consultancy Approach. Contact Centre Assesment Planning – People, Process and Technology. Building a Return on Investment business case for Digital Contact Centre transformation
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Digital Transformation solutions. Agent Assisted RPA the gamechanger for Contact Centres. Switching to Self-Service to delight customers and Reduce Cost to Serve
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Automated pause and resume recording for PCI DSS compliance with Genesys. Data Security Matters More thanEver to your Customer Experience
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IPI’s IVR HeartBeat is a cloud-based testing as a service for contact centre experience management.
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If you store, process or transmit cardholder information, your business must protect that data in line with the Payment Card Industry Data Security Standard (PCI DSS).
Video
Webinar in partnership with the UKCCF – Listen to our WFO experts discuss 5 ways to support and manage your home workers.
Report
Like so many other technology solutions in the customer contact arena, self-service started off as supporting a cost reduction strategy.
Report
How can you control your costs while improving the customer experience? That is the central question that we try to answer in this report.
Case Study
This legendary West End theatre is constantly pushing the boundaries of what is possible. And this ambition runs through every strand of the business, including the customer service elements like…
Case Study
IPI overhauled the entire IT ecosystem, transforming legacy IT systems into class-leading solutions that help managers, directors and performers to focus on creating compelling experiences for their audiences.
Case Study
First class customer service is paramount for TCC. Ensuring that their contact centre operates efficiently enables them to provide this. TCC first engaged with IPI when their legacy contact centre…
Case Study
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. The aim was to implement…
Case Study
Providing a secure, compliant remote access solution for both regular remote workers and occasional users at one of the UK’s largest independent insurance brokers.
Case Study
The chatbot has been delivered as part of Northern Ireland Water’s digital transformation strategy to enhance customer experience through the implementation of advanced technology.
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At the very outset of the project, IPI’s consultants conducted a full audit of the entire Securitas UK telephony infrastructure, which spans the ARC, a disaster recovery site and numerous…
Case Study
Our client wanted a solution to better manage the traffic coming into the contact centre – reducing the impact on its agents, whilst also improving the experience of customers calling…
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Working together, IPI devised a staged approach to digital transformation.
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Our Automation experts share their experience on how to deliver successful RPA projects in the contact centre. Empowering employees with Automation.
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Chatbots are enjoying a rapid rise in popularity, fuelled by the need to reduce costs while delivering instant access to services around the clock.
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Changing call centre technology can be complex and risky. But it doesn’t have to be - as we found out ourselves when we partnered with Genesys.
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Effective forecasting of the people you need, with the right skills, to meet your customer's requirements is a challenge for every contact centre, big and small. But it needn't be...
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In this webinar, CX expert, Steve Murray, explained how automating the ID and verification process with a robust ID&V solution..
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In this webinar, CX expert, Steve Murray, explained how a simple proof of concept application delivered remarkable results at one of the UK's leading Travel Company's. In just a few...
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We focused on the digital revolution that is currently transforming Customer Contact, and in particular, how exciting developments with technologies such as Robotic Process Automation and AI will allow organisations...
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Even the most sophisticated contact centres struggle to give their agents access to real-time, meaningful data on KPI’s and performance. We invited our expert on Data Visualisation to explain how...
Report
Contact Babel’s Decision Makers Guide 2019/2020 – 17th Edition – Self-Service Chapter.
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As Contact Centres evolve and come complex centres of a variety of business functions, the need for a centralised Contact Centre Workforce Engagement solution has never been more paramount.
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IPI have invested heavily in our support functions over the last 18 years to provide our clients with the very best after-sales service levels.
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‘Right first time’ is the essential measure of success for contact centres, and the holy grail of customer satisfaction. The simple logic is if the customer experience is good, increased…
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Immediate communication with customers is key to business success. Whether they have a question about your products, help finding a service or making a purchase, IPI Chatbot provides instant, conversational…
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Powered by CallMiner – Dramatically improve the quality of the conversations with your customers by educating the contact centre agents on the very best practices delivering a truly spectacular return…
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These days the customer decides how they want to shop or get help from you – whether it‘s via mobile device, online, in-store, or over the phone. To maximise sales…
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Robotic Process Automation (RPA) has long been delivering benefits to traditional back-office and admin functions, automating processes and returning time back to the business. However, most companies are still only…
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Take your contact centre to the cloud for a VIP customer experience every time, everywhere. Powered by Genesys Cloud – the industry’s #1 cloud CX platform – you get an…
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Superpowers for your IVR system. The Notification Suite gives customers a natural voice user interface so they can rapidly access their information, request documents or receive alerts – without ever…
Report
“The Inner Circle Guide to AI, Chatbots & Machine Learning” is one of the Inner Circle series of Contact Babel reports sponsored by IPI. There are some really good stats…
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Call peaks. Depending on your industry almost anything can cause them. From freak weather conditions to an advertising campaign. You know they will happen, so how do you staff? Q4…
Video
From April 2017, over 1.2 million eligible businesses and other non-household customers in England will be able to choose their supplier of water and wastewater retail services. The smallest high...
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ID ME handles caller identification and verification for your contact centre, simplifying it while ensuring compliance. Agents and customers can get into the conversations that matter, sooner.
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We optimise networks to help create the best possible experience for your internal and external customers.
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Connect Me will professionally greet callers and prompt them to simply say the name of the person, department or service they require and route them to their desired destination quickly…
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Our interactive half hour webinar reviewed how to overcome familiar challenges by utilising new techniques and the latest technology available. Topics covered were: Exceeding customer demand for faster and better...
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Send Me - The ultimate way to manage routine requests for dispatch of brochures and other documents.
With Send ME, you can take requests from customers 24×7, quickly and accurately collect contact details and feed this information directly into your fulfillment processes.
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Designed to create engagement, capture customer insight, help you determine your Net Promoter Score (NPS) and CSAT targets and provide the actionable data to facilitate change.
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The Show ME Wallboard platform helps you embed sophisticated capabilities faster and presents a fresh, modern view to contact centre display technologies with a more flexible commercial model than traditional…
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UC environments are complex and often involve multi-vendor technology. As complexity increases, visibility is reduced. Troubleshooting becomes lengthy and difficult, and systems’ availability is harder to identify.
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The contact centre is the cornerstone for delivering outstanding customer experience. The explosion of omnichannel and ever-evolving technology platforms makes today’s contact centre highly complex.
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Our cloud-based U-WFM software platform has been designed and built by a team of professionals that have worked in contact centres across many industry sectors. This collective experience has resulted…
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Watch our customer video story from the Caravan and Motorhome Club. IPI implemented a new telephony system for this customer-centric company, and provided continuous support to aid them in delivering...
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Your communications infrastructure should be constantly improving, delivering better service and securing greater value tomorrow than today. That’s the conviction at the heart of every IPI Managed Service. We work…
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Managed Services are much talked about and widely offered, but the term means something different to every enterprise. That's why at IPI we start every engagement by taking the time to understand your business,...
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Watch our customer video story from the Caravan and Motorhome Club. We provided a call-centre solution to assist with the flow of incoming and outgoing inquiries. TCC first engaged with...
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Multi Factor Authentication. Secure, Simple, Unified. It can be a challenge to protect your organisation’s confidential information and infrastructure yet enable authorised users to access all the resources they need,…
Report
In order to understand the landscape of payment card processing, there first needs to be a clear understanding of the players within it.
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Ascend ID provides highly secure authentication, simplified, unified management and significant cost savings. Consistent authentication policies can be applied across the organisation, by automating and simplifying the deployment and management...
