Cloud Contact Centre

“

““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, part of the Lotus Group

“

““IPI have been one of our longest-standing technology partners, and over the past ten years, their support, knowledge and expertise have been invaluable. Not only has the team been able to comprehensively manage over 2,000 PBXs across a highly complex estate while maintaining a high level of engagement with us, but just as importantly, IPI’s integrity and values are aligned to our business success which goes a long way to strengthening our partnership.””

Paul Kenyon, Connect Services Manager (Data & Voice) at Co-op

“

““IPI has demonstrated to us once again why it leads the charge for both service and technology. When we needed to enable homeworking quickly, their team recommended and transitioned our agents from Avaya to Genesys Cloud within days, enabling us to continue servicing our customers without any business interruption. The solution has proven to be agile and intuitive and a massive success with our agents. The messaging capability enables them to support each other and help with customer queries while working remotely. The partnership between IPI and Genesys is an exciting one, and we look forward to driving increased benefit from the end to end solutions they offer.””

Andy Cole, General Manager at Europa

“

““We offer a key service to the public in debt advice which can be extremely sensitive and with the impending impact of Covid19 we needed to protect our workforce and still provide this essential service to the public. We also needed to ensure our call routing IVR system was still utilised. IPI were excellent in understanding our priorities and very quickly worked in partnership with my team to deliver and configure an AVAYA remote working solution within 48 hours. The extra effort and attention from IPI to insure we were able to continue providing our service from 173 advisers all working remotely and no disruption or changes to our IVR call flow gave us comfort and allowed us to focus on the other priorities in our business.””

Martin Nall, Head of IT at Money Advice Trust