Delivering exceptional customer support – IPI provides organisations with the experience they demand while driving operational efficiencies.
With ContactBabel predicting continued growth in Business Process Outsourcing over the next few years as companies seek to reduce spending, improve multichannel operations, and provide advanced customer functionality, Business Process Outsourcers (BPOs) must adapt to stay competitive.
We can help you to move to the cloud and harness the power of AI, enhancing operations and transforming the customer experience.
How we can help you to optimise your BPO Contact Centre
BPOs turn to IPI to transform operations by delivering tailored solutions that improve efficiencies, enhance customer support, and enable seamless collaboration across client campaigns. As organisations demand faster ‘Speed-to-Lead’ and smarter integration of AI, BPOs must adapt to advanced technologies like cloud platforms and AI solutions to stay competitive.
Implementing AI
AI is no longer a nice-to-have but a necessity for BPOs looking to stride ahead of the competition. IPI provides scalable AI solutions, such as sentiment analysis, self-service tools, and workflow automation, enabling BPOs to leverage AI for efficiencies without overhauling their current systems.
Seamless cloud migration
BPOs are under increasing pressure to optimise systems to better serve customers. Our cloud platforms, including ElasticCX CCaaS, Genesys Cloud, and Avaya, allow BPOs to adopt flexible, cost-effective infrastructure that supports global outsourcing campaigns and ensures reliability.
Flexible, phased implementation strategies
Speed-to-Lead performance
With multiple client accounts to manage, speed is of the essence for BPO agents. By integrating BPO workflows with third party and client systems, we help reduce response times, optimise lead handling, and enable faster customer conversions.
Improving quality assurance
As the voice and face of your customer service operation, it is essential that your agents are equipped to handle each and every interaction well. Our tools, such as advanced workforce management and real-time analytics, help you leverage AI for quality assurance, boost agent performance, and enhance resource allocation, empowering BPOs to deliver consistent results.
Deliver exceptional customer journeys across multiple accounts
Balancing costs
BPOs, like the clients they serve, are constrained by reductions in budgets. IPI’s tailored approach helps BPOs streamline costs while maintaining high standards for customer support, ensuring competitive performance in a demanding marketplace.
Ensuring full compliance
BPOs must comply with strict regulations like FCA Consumer Duty and Ofcom’s guidelines when handling sensitive data. IPI offers compliance-focused solutions to help BPOs maintain efficiency and meet regulatory standards. We provide insights from customer interactions, driving service improvement and ensuring full compliance.
Genesys Cloud Contact Centre
Moving to Genesys Cloud through IPI has enabled Liberata to evolve its Contact Centre operations and enhance the service that it provides to its public and commercial sector clients across the UK. The transition to Genesys has allowed the team to implement a comprehensive strategy to meet the needs of its clients’ extensive vulnerable customer base. By introducing, amongst other things, vital self-service provisions, a knowledge management database, and a robust workforce management solution, Liberata has been able to improve end customer and agent satisfaction.
Consultancy services for BPO’s
Our consultancy and technology solutions help BPO organisations stay ahead of the curve by embracing technology-driven solutions that enhance customer support and drive efficiencies.
Contact us today to learn how we can transform your outsourcing operations.
Contact us to find out more
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Upcoming Event
4th February, 2025
Designed to help you sharpen your focus on the latest trends, technologies, and challenges reshaping the Contact Centre industry. Through a wide-angle lens, we’ll explore how AI and cutting-edge innovations are reframing customer interactions, empowering your Contact Centre to capture success from every angle.
