Resources

IPI was tasked with creating a customised system, based around the same concept as that used for the chatbot. The idea was to create an internal database of information that the agents could draw from based on a number of core topics frequently raised by customers.

As the pandemic hit, we helped Findel move to remote-working quickly and efficiently which then enabled us to continue working on the originally planned long-term cloud contact centre rollout.

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.

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.

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.

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…

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…

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.

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…

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…

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.

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.

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…

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…

Working together, IPI devised a staged approach to digital transformation.