Support and Services

Support Standards

Support Metrics: w/c 1 June 2020

Transformative Contact Centre Solutions

IPI has provided support and services to contact centres for more than 20 years. We work at the forefront of technology to bring you solutions that transform your services while improving resilience, efficiency and value-for-money.

Your contact centre has the potential to deliver a better customer experience while significantly reducing costs.

Support

With three Network Operation Centres in the UK (London, Manchester, Reading) we provide a rapid-response support desk at any moment, day or night, on any day of the year. We invest heavily in training and development to ensure our team of engineers is able to deliver rapid resolutions to any issue.

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Supporting you and your Investments

We routinely go above and beyond what is expected for our customers. Our goal is to help you get the most out of your investment in technology and provide you with the support you need.

Managed Services

Our complete suite of services enables you to simplify procurement and accelerate transformation. Choosing IPI means accessing a wealth of talent and decades of experience in contact centre technology. We understand your challenges and we know how to overcome them.

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Learn More about our Support and Managed Services

Our global team of advisors are fully qualified across all the technologies we deploy and provide the value added services which distinguish an IPI solution in the marketplace from our competitors.

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Latest Updates

News

UK Youth
PRESS RELEASE: IPI teams up with UK Youth to help young people build bright futures

IPI are supporting UK Youth to improve opportunities for disadvantaged young people, helping them gain the skills they need to build bright futures.

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Blog

Contact Centre Crisis Management

Here are IPI’s top tips on how to best manage your contact centre during the pandemic. From WFM optimisation to making sure your website is up to date.

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Upcoming Webinar

 

17th June, 2020

Leverage analytics to support your remote agents and safeguard your brand.

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, Money Advice Trust

Out of all the technology partners in the market it was IPI that impressed us the most with their extensive knowledge of Avaya, highly responsive support services and guidance around deploying the latest digital technologies. IPI’s innate understanding of what makes a contact centre tick and how to optimise operations to obtain the best business benefits have been fundamental to our long-lasting partnership.

Martin Nall – Head of IT

“We have real confidence in IPI’s ability to deliver on their solutions, they really make an effort to understand our goals and objectives so we know we are in safe hands. IPI has continually impressed with their teamwork, communication and co-operative approach, not to mention top-class, innovative solutions. IPI’s longstanding partnership with Avaya together with their insights and expertise have been invaluable to our business and we look forward to working together to deliver excellence for our employees and patients, and building a long and trusted relationship with IPI.”

Charlie Barrett, Telecoms & Infrastructure Manager

IPI’s knowledgeable and efficient team provides exceptional support for our UK and European offices.

Steven Dick, Infrastructure Engineer III

I can honestly say that IPI are unique in their market space. Despite all the challenges affecting everyone now, IPI pulled out all the stops and delivered us a clear business continuity plan and helped us to quickly transition to a new solution seamlessly.

Harvey Gill, Head of IT

IPI truly understands the sometimes life and death importance of the service we provide to our clients and the critical nature of what we do as a company. With their vast experience of supporting Avaya technology, their client centric approach, and their ability to grasp how we operate on a daily basis, we have total confidence in IPI’s ability to steer our future contact centre strategy.

Omar Abu-Rish, Securitas Operations Centre Manager