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People’s Postcode Lottery wanted to streamline its infrastructure around hybrid work. Following IPI’s Blueprint consultancy, IPI could tailor its existing Genesys WFM system to exactly meet the requirements; omni-skill their workers, integrate their workflows and minimise the risk to agent workload.
This report looks at the structure, growth, technology, HR and commercial issues found in Contact Centres within the UK insurance sector.
As EMIS’ customer service team operates on a hybrid-basis, a move initiated by necessity during the pandemic, a cloud-based operating system would afford its team the flexibility to work from wherever they are located and allow customers to contact EMIS more easily. EMIS turned to IPI, already an established partner, to help find the best solution to meet its evolved needs.
As its incumbent provider’s contract was approaching renewal, Equivo started looking at alternative suppliers and products, including existing partners. After a competitive tender, they selected IPI to implement Genesys Cloud.
Avaya Experience Platform™ makes it easy for organisations to deliver effortless customer experiences across different channels and devices while helping maximise employee and team performance. Avaya Experience Platform empowers employees with faster, more responsive and always-on customer engagement.
IPI Workforce Optimisation from Verint offers a premium solution to the market that supports all of the key functions of the Contact Centre and links these together into a coherent set of products which provide all of the essential services that users need.
Our workforce management tools and processes helps simplify the complex task of hiring, forecasting, and scheduling, even with large numbers of employees, working arrangements, and multichannel queues to staffing profiles.
Our quality management tools and processes can help your Contact Centre make the transition to omnichannel customer engagement. Read about it here.
Building upon more than a decade of experience in Contact Centre analytics, IPI offers integrated, best-in-breed methodologies for understanding spoken and written human communications. Read about how we apply the functionality of two solutions, speech analytics and text analytics.
Is your quality management programme truly effective? If you’re relying on a handful of interactions per agent as the basis for evaluations and decision-making, you may be overlooking important opportunities for improvement — and doing your customers, agents, and organisation a disservice. Read about it here.
Meet Alex, a Contact Centre Manager. Alex is facing several pains and constraints as a CX owner. Watch his journey to learn how he overcomes them with ElasticCX, IPI’s Contact Centre as a Service solution, and increases voice capacity with the ECX Voice package.
Meet Clare, a Customer Experience owner facing several pains and constraints leading to poor customer satisfaction and high abandon rates. Watch Clare’s journey to learn how she overcomes her challenges with ElasticCX, IPI’s Contact Centre as a Service solution, and introduces blended digital channel choice with the ECX Omni package.