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.
Ethical Insurance Company Partners with IPI as it Launches Contact Centre
New ethical insurance company, the Green Insurer, partners with IPI as it launches contact centre services into the UK market IPI, the Contact Centre specialist and solutions provider, have announced that it has been selected by The Green Insurer, the recently launched sustainable insurance provider, to deliver its omnichannel strategy....
The Benefits of Personalisation in CX in your Contact Centre
The benefits of personalisation in CX in your contact centre The customer experience is pivotal to maintaining customer loyalty and longevity, and today, customers are expecting more than ever from their favourite brands. From 24/7 service, to social media channels and rapid response time to queries, customers expect a lot....
How Insurers can Improve CX Amid Skyrocketing Complaints
Recent statistics from the Financial Ombudsman have revealed an alarming surge in the number of customer complaints within the insurance industry. In the first six months of 2023, the Financial Ombudsman Service recorded 24,496 new complaints against insurers, an increase of more than 5,000 in the last six months of...
Hillarys expands Partnership with IPI as it Transitions from On-Premise to Cloud
Hillarys expands Partnership with IPI as it Transitions from On-Premise to Cloud Retailer selects IPI's Contact Centre as a Service solution to evolve telephony operations and begin its migration to the cloud IPI, the Contact Centre specialist and solutions provider, today announced that Hillarys, the leading retailer of made-to-measure blinds, curtains,...
IPI Named a Supplier on CCS’s Networking Service’s 3 Framework
IPI, the contact centre specialist and solutions provider, today announced that it has been named as a supplier on Crown Commercial Service’s (CCS) Network Services 3 agreement (RM6116) for Lot 4d – Inbound Telephony Services. Under the new Network Services 3 (NS3) framework, IPI will offer carrier services for inbound...
Contact Centre Panel Selects IPI To Join Partnership Network
Contact Centre Panel Selects IPI To Join Partnership Network - IPI joins vetted network of technology providers serving Contact Centre Panel’s customer base IPI, the contact centre specialist and solutions provider, have announced that it has been selected to join specialist consultancy Contact Centre Panel’s vetted network of technology providers....
Achieving Contact Centre Fitness – Strategies & Tools
In his last of five articles Craig Farley, Head of Consulting at IPI, discusses why strategies and tools are key to achieving peak performamce in the contact centre. Anyone who's ever pledged themselves to a fitness journey understands that it requires commitment, resources and drive. Without one of these tenants,...
Why Contact Centres Need to Prioritise Training & Enablement
In his forth of five articles Craig Farley, Head of Consulting at IPI, discusses why contact centres need to prioritise training & enablement to ultimately relieve unnecessary agent stress levels. Prioritising training and enablement is crucial for high-performing Contact Centres. Contact Centre success is not just driven by having the...
How Contact Centre Pain Points can Affect Stress Levels
How Contact Centre Pain Points can Affect Stress Levels in the contact centre In his third of five articles Craig Farley, Head of Consulting at IPI, discusses how Contact Centre Pain Points can Affect Stress Levels in the contact centre and what actions can be implemented to reduce them. Contact...
Positioning Family Wellbeing at the Heart of the Contact Centre
Positioning Family Wellbeing at the Heart of the Contact Centre In his second of five articles Craig Farley, Head of Consulting at IPI, discusses how contact centres can look after their staff thus fostering a positive work environment, reduce stress and turnover, and improve the overall performance and satisfaction of...
Financial Wellbeing: Supporting The Contact Centre Agent
Financial Wellbeing in the Contact Centre: Supporting Contact Centre Agents Through Difficult Financial Times In his first of 5 articles Craig Farley, Head of Consulting at IPI, discusses how contact centres can look after their staff thus fostering a positive work environment, reduce stress and turnover, and improve the overall...
IPI awarded Platinum Partner Status by Gamma
IPI awarded Platinum Partner Status by Gamma Communications - Accreditation reflects IPI and Gamma’s commitment to the delivery of exceptional customer experiences for contact centres Gamma Communications plc, a leading technology-based provider of communication services, today announced that IPI, the contact centre specialist and solutions provider, has been awarded Gamma...
IPI Announced as Speaker at Genesys Partner Conference
IPI Announced as Speaker at Genesys Partner Conference IPI to share experiences as key Genesys Partner at APAC conference 16 – 18 May 2023 IPI, the contact centre specialist, has announced its participation in the Genesys APAC Partner Conference, taking place in Thailand between 16 – 18 May 2023. IPI’s...
IPI Secures Equity Share Investment from Ethos Partners
IPI, the contact centre specialist and solutions provider, today announced that it has secured equity share investment from Ethos Partners, a leading private equity firm. The investment will support IPI’s next phase of growth and innovation, and follows a period of accelerated expansion for the company. Sat Sanghera, CEO at...
5 ways to Aid compliance with The Consumer Duty
The dawning of a new regulation: 5 ways to aid compliance with The Consumer Duty The start of a new year presents an opportunity for a fresh start and typically prompts a season of planning for organisations – eager to set some resolutions and goals for the year ahead. For...
Cloud Delivering a Contact Centre Omnichannel CX
The importance of the cloud in delivering a contact centre omnichannel CX Craig Farley, Head of Consulting at IPI Accelerated by the rapid digitalisation of the past few years, tech-savvy consumers are demanding an omnichannel customer journey from their favourite brands, from social media to chatbots, SMS and email. As...
Company Profile: IPI
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...
IPI Partners with Verint to Deliver Workforce Innovation
IPI Partners with Verint to Deliver Workforce Engagement Innovation to the contact centre IPI, the contact centre specialist, today announced that it has partnered with Verint®, The Customer Engagement Company™, to deliver a new and complete enterprise-grade Workforce Engagement (WFE) solution portfolio to its clients. As part of the solution,...
3 Contact Centre Trends that will Shape 2023
A New Year brings about the chance to review the challenges and progress of the previous year and provides the opportunity to assess what trials and potential advancements lie ahead. As economic constraints continue to affect every sector across the board, and with customers feeling the pinch amidst the cost-of-living...
Welcoming in a New Era at IPI – ElasticCX CCaaS
Welcoming in a new era at IPI – the launch of ElasticCX CCaaS This month marks the start of a new chapter for IPI with the launch of ElasticCX CCaaS, IPI’s new omni-channel engagement platform. IPI ElasticCX CCaaS is a cloud-native solution that provides any size of organisation – from...
IPI launches ElasticCX CCaaS, the new Contact Centre as a Service solution
IPI launches ElasticCX CCaaS, the new Contact Centre as a Service solution IPI’s new omni-channel engagement platform puts innovation into the hands of any business IPI, the digital contact centre specialist, today announced the launch of ElasticCX CCaaS (Contact Centre as a Service), a cloud-native solution with a multi-tenant microservices...
IPI Named Supplier on G-Cloud 13 Framework
IPI Named Supplier On Crown Commercial Services G-Cloud 13 Framework IPI Cloud solutions and services available across three of four Lots IPI, the contact centre specialist, have announced that it has been named as a supplier on Crown Commercial Service’s (CCS) G-Cloud 13 agreement, a framework to enable the provision...
IPI No. 35 on UK’s Best Mid-Sized Companies to Work For!
Back in July, we proudly announced IPI as one of the Best Companies to Work for 2022, for a second consecutive year. Fast forward a few months and we have some exceptional news to share… IPI is number 35 on The UK's Best Mid-Sized Companies to Work For! And who better to...
How to make your Hybrid Workforce PCI Compliant
How to make your hybrid workforce PCI compliant - empowering contact centre agents to work from anywhere.Whitepaper from IPI The world of hybrid work is here. With ‘smart working’ and flexibility top priorities for many organisations, distributed workforces – comprised of employees working in-office, at home or a combination of...
The Hidden Costs of Contact Centre Licencing
The Hidden Costs of Contact Centre Licencing - Traditional perpetual licence? Flexible subscription-based model? What's the best solution for your contact centre as IPI explains. The complexities of Contact Centre IT landscapes Contact Centres require and depend upon a wide array of software, from telephony and automated chat functions on...
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