Is your Contact Centre ready to evolve? Whatever your desired business outcomes, our consulting and cloud migration team can create a tailored blueprint for success that accelerates your journey towards future goals.
With over 20 years of experience and deep operational and technical expertise, we understand how to align every aspect of your technology, people, and processes to achieve measurable outcomes.
From cloud migration to workforce engagement, our Contact Centre consultants provide the expertise and guidance needed to deliver the results your organisation is striving for.
Our Contact Centre Consultants
Our Contact Centre consultants have both practical and technical expertise, allowing them to communicate in your language and deliver solutions that work in practice. They not only design and implement solutions but have also worked with the technology first-hand in real operational environments.
Blueprint for Success: From Challenges to Measurable Results
Our consultants partner with you to conduct a thorough and holistic review of your Contact Centre. By examining your people, platforms, and processes, we identify the barriers holding you back and create strategies to overcome them.
We will: take the time to understand your unique challenges and develop a tailored plan that enhances customer experience and improves your bottom line.
With the Blueprint: you will receive a detailed report outlining your current operations, key challenges, and clear recommendations across short, medium, and long-term objectives.
Our high-level roadmap and initiatives will guide you towards success, ensuring your Contact Centre operates at its full potential.
Cloud Migration Consultancy
Your Contact Centre technology should empower you to truly understand your customers and respond intelligently – when, where, and how they prefer. It should enable IT teams to deliver business value that outweighs its cost. And it should prepare you for the future, where artificial intelligence (AI), digital, and cloud converge. If your current system falls short, it may be time to consider a change.
When you’re ready to retire your on-premises Contact Centre, the right guidance makes migration smoother and more predictable. With IPI’s experienced Cloud Contact Centre consultants at your side, you’ll have the expertise needed to ensure a successful transition.
Why work with IPI? Our consultants accelerate your journey towards measurable business outcomes, from efficiency gains to improved customer experience.
Reduce Contact Volume and Handling Time
By empowering agents, optimising processes, embedding new technologies, and implementing effective self-service, our consultants help your customers get faster resolutions. This reduces average handle time (AHT) while improving overall service efficiency.
Maximise platform features to boost operational performance and customer experience.
Boost Agent Retention Through Engagement
Engaged employees are more productive and stay longer. Through gamification, performance management, self-service tools, and streamlined processes, we improve agent satisfaction and retention.
We identify pain points and map employee journeys, ensuring agents feel supported while customer satisfaction continues to rise.
Lower Costs With Smarter Technology
Reduce operational spend by implementing solutions such as Voice ID, process automation, chatbots, licence optimisation, and software rationalisation. These tools lighten the workload for agents and accelerate resolutions.
Omnichannel routing strategies can effectively distribute contacts, enhance agent performance, and maintain high service levels.
Enhance Customer Experience With CX Strategy
Meet customer expectations with digital channels, omnichannel solutions, queue management, content delivery, and agent empowerment. These solutions reduce customer effort and give you a stronger competitive edge in CX.
Uncover opportunities for contact deflection, self-service, and automation to reduce costs.
Videos
IPI Contact Centre Consultancy Services
Define your challenges, map your journey, and engineer your success
IPI Blueprint
Contact Centre discovery, evaluation, analytics and recommendation
Contact Centre Consultants & Solutions
Our consultants work closely with you to address your challenges and align with your goals, delivering services tailored to your specific needs.
Let us help you to roadmap future technology adoption based on customer needs to innovate and delight both customers and employees.
Our support doesn’t end at implementation. We focus on Customer Success Management to ensure your organisation achieves lasting, measurable business outcomes.
What Our Clients Say
“IPI took the time to understand clearly what we wanted to achieve from this project and they delivered. From their extensive knowledge of the market, through to the training and management of the migration, we have been impressed, with our entire organisation feeling the benefits of moving to the cloud. Agents are saving valuable time through the efficiencies inherent in Genesys Cloud, allowing them to spend longer with our customers. IT administrators are able to do their job more easily with greater visibility into the customer service platform. Overall, our team is happy, which for us is validation that we made the right decision to transition to the cloud and that IPI was the right partner to get us there.”
Mark Sayer
EMIS
“As a utility company, we know our customers sometimes need information quickly, so don’t want to be on hold with a call centre or have to search through pages of information for the answers they need. The chatbot solves this, providing quick and easy access to information and improving our customers’ experience with our brand. 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 at Northern Ireland Water
“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 at Hodge Bank
“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
“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)
Latest News & Blogs
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IPI launches its first partner programme, Evolving Together, to empower UK SMEs with ElasticCX. High margins, AI-powered CX, and tiered partner support.
Blog
In today’s hyper-connected world, data is currency, and privacy is power. For any organization handling personal information, safeguarding that data is central to earning and keeping customer trust.
Upcoming Event
1st October, 2025
AI: The Next Evolution of Heroism is an immersive, one-day event. Through live demos, expert discussions, and real-world stories, you’ll discover how to lead AI transformation from the inside out.
