How we serve the Higher Education Industry

IPI helps higher education institutions improve their business outcomes by providing Contact Centre services and solutions that enhance student engagement and support. By streamlining communication channels and improving response times, universities and colleges can increase student satisfaction, retention, and ultimately, their bottom line.

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How we can help you to optimise your Higher Education Contact Centre

With 60% of Gen Z expressing their aversion towards phone calls, the higher education industry faces an unprecedented demand to provide digital support channels that cater to the preferences of their students.

Staff retention and recruitment

Retaining high-performing staff, encouraging best practice behaviours, and combatting rising attrition is a constant challenge in Higher Education. Our cutting-edge Workforce Engagement (WEM) technology improves employee retention and recruitment, while our Blueprint consulting service helps Contact Centres understand and identify the right approach to achieving your required business outcomes.

Security and compliance

Security and compliance are essential considerations within Higher Education. Maintaining the security of current and potential students, whilst ensuring your organisation’s compliance, are vital aspects of our customer Contact Centre provision. Our solutions keep pace with changing regulations and can supplement the resources of your organisation’s existing personnel.

Ensuring students can communicate through channels that are most convenient for them

License flexibility

Our licensing options provide the flexibility needed for workforce fluctuations in Higher Education Contact Centres throughout the year. They are designed to accommodate additional traffic during postgraduate enrolment in January and undergraduate enrolment in July-August, while ensuring a maintained cost-effective approach for the rest of the year.

Scalability and reliability

The clearing period in Higher Education is an opportunity for many universities to make a strong first impression and establish effective communication with students. We provide reliable cloud platforms, with publicly published uptime and superior service level agreements (SLAs), ensuring exceptional customer contact during key timeframes.

Provide students with highly personalised support

Digital transformation

Today’s students expect a range of channels when contacting their Higher Education provider. A traditional voice-only approach is ill-equipped to meet expectations, or to handle investments in existing digital applications. We have decades of experience advising and implementing best-in-class cloud-based omnichannel solutions to deliver exceptional customer contact.

We are a UCISA Corporate Member!

Visit our UCISA Supplier Showcase to discover how we partner with institutions to support and enable operations throughout the year and especially during peak seasons such as Clearing.

Contact us to find out more

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““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

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““Working with IPI has been transformative for Motability Operations Ltd’s Contact Centre. Our customer service specialists now feel more empowered and confident in providing exceptional customer service. With IPI’s expertise and support, we’ve improved efficiency and deepened our connection with those we serve. Together, we’re making meaningful strides towards empowering individuals with disabilities across the UK and enhancing their quality of life through accessible transportation solutions.””
Laura Browning, Business Analyst, Motability

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““...we now have a much more enriched platform that provides us with all the necessary tools to support our customers." “Our customers are also telling us how impressed they are with the fact that they can now engage with us via other channels; our voice bots are making a difference!" “I am looking forward to what other Genesys capabilities we can utilise to make our jobs easier and continue to provide the excellent standards of Customer Satisfaction we strive for.””
Liberata Customer Services employees

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““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 at United Lincolnshire Hospitals NHS Trust

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““IPI reacted very quickly to our security token requirement ensuring we were able to work from home as soon as the Government advised that we should do so.””
Bridget Sharman, IT Service Administrator at Charnwood Borough Council

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““Excellent. I am unable to identify an area I believe they need to improve.””
Telecoms Manager at NHS Professionals

Latest updates

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