Managed Services

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One Supplier. Perpetual Improvement.

IPI can help your business reach optimal performance by taking ownership of your entire contact centre ecosystem through our managed services.

Your Long-Term Technology Partner

Is your managed service provider making discernible differences to your business? At IPI, we believe that Managed Services must continually evolve. We invest in our team, our processes and our provision so that you always have an up-to-date partner who helps you prepare for the future. Our Service Delivery Team are the heart of our approach to continual service improvements. And it’s one reason why our customer retention rate is 98.7%.

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98.7%
CUSTOMER RETENTION RATE

The highest in the industry

Rapid Resolutions from Skilled Engineers

The traditional tiered approach to service delivery can mean that issues take longer to resolve. Before your issue reaches a senior engineer, it may have to pass through two or three tiers of agents. At IPI, we identify and classify issues earlier, sending them directly to the most appropriate engineers, so you get rapid resolutions and fewer interruptions.

Proactive Monitoring, Alerts and Intervention

Using predictive analysis, monitoring and alerts, we can identify issues before they develop into big problems. These advanced tools can eliminate many of the routine issues that delay your teams and obstruct progress. Our monitoring tools can also test and scan your IVR system and RPA instances.

IVR HeartBeat

IPI’s IVR HeartBeat is a cloud-based testing as a service for contact centre experience management. The solution provides an automated calling service that replicates how your customers are interacting with your IVR system and lets you know what your customers are experiencing in real-time.

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IVR Heartbeat

Built Around your Business

Your business is unique. That’s why we build your Managed Service around you and your specific needs. We use an 8-step process to transition you to our services and ensure that you benefit from our technical capabilities and our programme of continual optimisation.

managed services

IT as a Service

Combine support, software, configuration and remote assistance in a single monthly subscription. IPI manage all of your daily IT requirements, ensuring that all colleagues have computers that consistently perform. And when things go wrong, our technicians are at the end of the phone, ready to fix issues remotely. When issues require in-person attention, our technicians are already on their way.

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Partnership Approach

Before we deploy any component of your Managed Service, we take the time to explore every corner of your contact centre operations, and your wider business context. We know that our success depends on an effective working relationship with your team, and we always prioritise your business goals over our own metrics.

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managed services
managed services

Professional Services

IPI offers a complete suite of complementary services, including design, consultancy, project management, implementation and testing. This ensures that we can deliver the entirety of your technology needs, while helping you to control costs and simplify your supply chain.

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Why Choose our Managed Services?

Our business is dedicated to improving contact centres. We do this by incorporating emerging technologies in convenient packages that enable our clients to adopt game-changing solutions with minimal outlay and risk. Everything we do is focused on driving down costs, improving the customer experience and changing the notion of what’s possible.

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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