Contact Centre Case Study: IPI Outfits Boden with the Latest Cloud contact centre Technology
The Challenge
IPI’s relationship with Boden began more than ten years ago. Over time the partnership has gone from strength to strength, with the team collaborating to ensure that Boden continues to offer a best of breed service to its customers, underpinned by IPI’s technological expertise. As a telephony and contact centre expert, IPI has guided and supported Boden through many changing landscapes, not least the pandemic’s instigation of widespread remote working.
In a world of evolving of technology, Boden was looking to enhance its contact centre solution to fit its wider IT and transformation plans – now and in the future. While Boden’s existing solution from Avaya had performed well over the years, it was in need of investment. As a result, a move to the cloud was considered the next best move thus enabling Boden to future proof its strategy as an online business and e-tailer.
The Solution
IPI recommended a move to Genesys Cloud, to meet Boden’s needs as a modern contact-centre while enabling a safe transition of its contact centre agents to a home-working environment. As an established Genesys partner, IPI was able to oversee the deployment, managing the complexities of a multi-geography contact centre environment. Moving to new a system will bring changes to working structures, some permanent, some temporary, as such IPI took a phased approach to roll-out reducing any potential impact on Boden’s ‘business as usual’. With ten years of experience of working with Boden, IPI’s team of consultants were well-placed to support the transition, ensuring minimal disruption.
Once the cloud infrastructure from Genesys was in place, attention could turn to ensuring that it satisfied stringent PCI requirements. IPI recommended an IPI developed solution – Pauseable – which has been designed to automatically stop and start call and screen recordings while taking payment or collecting sensitive data. The solution allows recordings to automatically ‘pause’ and ‘resume’ based on events or triggers, as opposed to other solutions which require the agent to manually pause recordings whilst processing payments. Boden felt assured that Pauseable would both satisfy compliance requirements, whilst also provide a seamless experience to the customer.
The Results
IPI managed the process without reporting a single administration issue – a critical requirement as Boden wanted to avoid any disruption to its customers. To ease the process, IPI developed a specific training plan for Boden’s agents to ensure that they understood the scope of the solution and its benefits. This ensured that productivity amongst staff was maintained throughout, all without affecting the customer.
Implementing Pauseable has also satisfied compliance requirements without negatively impacting the customer. Financial transactions can be handled safely and securely without any manual involvement from the agent, allowing the agent to focus wholly on the experience being delivered to the customer.
The Customer Service Advisors, in particular, are impressed with the new solution and the management team are already looking at new features they can deploy to improve the customer experience.
IPI is the UK’s leading digital contact centre specialist, focused on creating intelligent and innovative contact centre solutions that deliver exceptional customer experiences.
IPI understands that technology is only part of the solution to addressing business challenges within the contact centre. Its experts know the intricacies of people, technology, processes and customer demands and understand the realities of running a contact centre, as well as the practicalities of making advanced software deliver to its full potential.
By looking at the challenges and business drivers in the contact centre, both today and in the future, IPI ensures its clients realise the full benefits of their contact centre technology by using it as an enabler to achieve measurable results and maximise investment value. Fully focused on business outcomes, IPI offers a comprehensive blend of contact centre operational experience, combined with deep technology expertise. This enables its experts to align the most appropriate technology for its clients’ needs, and ensure people are equipped in the short and long term to deliver exceptional experiences.
Founded in 2001, IPI supports more than five million customer interactions and 65,000 agents every day. Headquartered in Reading, UK, IPI also has offices in London and Manchester, as well as in the Philippines.
For additional information on IPI view their Company Profile
