Resources
Video
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
Brochure
IPI’s IVR HeartBeat is a cloud-based testing as a service for contact centre experience management.
Brochure
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).
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 NI Water’s digital transformation strategy to enhance customer experience through the implementation of advanced technology.
Case Study
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…
Case Study
IPI’s Applications Development team and experts provided our water utility client with the ability to improve their telephony excellence within the contact centre while reaping the additional benefits of overall…
Case Study
Working together, IPI devised a staged approach to digital transformation.
Video
Our Automation experts share their experience on how to deliver successful RPA projects in the contact centre.
Video
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...
Video
In this webinar, CX expert, Steve Murray, explained how automating the ID and verification process with a robust ID&V solution, including new options such as Voice Biometrics, can reduce call...
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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 Optimisation 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 PureCloud – 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…
Video
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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Watch IPI's video story. Learn about our values and what we do for our clients and our people.
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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-WFMsoftware 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 in…
Video
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...
Brochure
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.
Video
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...
