Connect the customer journey – Give them a personalised experience which will earn you loyal and repeat customers.
As retail customers make a dash to digital, channels like social media, web chat and chatbots have never been more important – but for many, the retail Contact Centre isn’t evolving fast enough and customer expectations aren’t being met. Why? Siloed and unintegrated digital channels. All frustrations IPI can mitigate.

How we can help you to optimise your retail Contact Centre
Retail organisations across the UK look to us to implement personalised, omnichannel strategies while overcoming the challenges of disparate IT systems and out-of-date processes.
Evolving customer expectations
With 42% of customer interactions now spread across social media, web chat and chatbot, 65% of consumers feel that digital experiences do not exceed expectations and retailers are being forced to innovate quickly to stay ahead. We work with retailers across the UK to meet and go beyond these ever-changing expectations.
Customer loyalty
Fixing the issue of waning brand loyalty starts with understanding customer expectations and their journey with you. We help retailers stand out from the crowd through personalised, channel of choice services and a seamless experience.
Happy agents = happy customers
Cost optimisation
Reducing cost to serve while still delivering a great experience is critical in today’s market. From process automation through to omnichannel self-service strategies, we are experts in delivering solutions with proven ROI.
Workforce productivity
Our goal is focused on enabling agents to serve the needs of customers as quickly and effectively as possible. Our Workforce Engagement Strategies ensure that you always have the right number of people with the right skills, doing the right tasks at the right time.
Exceptional customer engagements – Connect the customer journey
Security & compliance
Our expert security team understands all of the complexities that go into protecting retail companies. From GDPR and PCI DSS, through to network security and disaster recovery solutions, we have you covered.


Automated Pause & Resume
Boden uses Pauseable to achieve compliant call recording by automatically pausing the recording during the payment process when confidential card information is being exchanged. This ensures sensitive data is never recorded, helping to ensure PCI DSS compliance for their Contact Centre.
Consultancy services for Retailers
Our consultancy and technology solutions help retailers capitalise on existing investments and provide guidance on digital and cognitive solutions that improve efficiency and profitability.
Contact us to find out more
Latest updates
News
IPI to share experiences as key Genesys Partner at APAC conference 16 - 18 May 2023
Blog
In today's digital age, learn how debt collection Contact Centres can leverage the power of digital channels.
Upcoming Webinar
23rd June, 2023
This webinar will shed light on the risks and opportunities associated with the integration of Artificial Intelligence (AI) in insurance company contact centres.