Digital contact centre specialist helps ensure 24/7 emergency support for Securitas clients
IPI, the digital contact centre specialist, today announced it has been working in partnership with global security solutions provider, Securitas, to future-proof the resilience of Securitas UK operational emergency response services. IPI was appointed to audit and manage the telephony infrastructure at the Securitas UK Alarm Receiving Centre (ARC), which delivers round-the-clock, mission-critical services to Securitas UK clients, monitoring alarms and CCTV, and coordinating response teams.
Securitas is one of the world’s largest security providers, with operations in 58 countries and more than 150,000 clients across the globe. Many of the UK’s biggest corporations and public sector organisations rely on Securitas to keep their premises and operations safe, with tailor made security solutions supported by the ARC.
Operational 24/7, 52 weeks of the year, the ARC team remotely monitors clients’ premises. Responding to alarms and co-ordinating response activities, they liaise with both the emergency services and with Securitas on-site and mobile protective services officers.
Securitas was looking for a strategic partner to provide guidance on how to extend the capabilities of its existing infrastructure, which is based on Avaya technology. Securitas selected IPI, an Avaya Diamond Partner, following a competitive tender process.
IPI audited Securitas telephony infrastructure, which spans the ARC, disaster recovery site and numerous locations nationwide, to proactively identify any potential points of failure and reconfigure the systems to eradicate any possible weaknesses. Testing the upgraded system platforms was a challenge, as the ARC needed to remain fully operational at all times.
Reconfiguration of the telephone infrastructure also delivered tangible efficiency improvements, with teams now able to resolve more client queries and within a shorter timeframe. Going forward, IPI is advising Securitas on emerging contact centre technologies, including automation tools and natural voice recognition, which will deliver further efficiencies.
“IPI truly understands the sometimes life and death importance of the service we provide to our clients and the critical nature of what we do as a company,” said Omar Abu-Rish, Securitas Operations Centre Manager at Securitas. “With their vast experience of supporting Avaya technology, their client centric approach, and their ability to grasp how we operate on a daily basis, we have total confidence in IPI’s ability to steer our future contact centre strategy.”
“Securitas has absolutely no margin for error when it comes to its telephony system; it has to be proactive and exacting when it comes to ensuring its infrastructure is always fit for purpose, both now and well into the future,” said Joe Prentis, CEO, at IPI, “It also recognises that advanced automation technologies will have a pivotal role in speeding up response times and assisting the ARC team when they are dealing with high-pressure enquiries.”
IPI is focused on creating intelligent contact centre solutions that deliver exceptional customer experiences. Founded in 2001, the company has more than 300 customers and support more than four million transactions and 55,000 agents every day.
IPI partners with the industry’s leading vendors – including Avaya, Blue Prism, CX Company, Gamma, Genesys, Microsoft, Teleopti, Verint and VMWare – to provide a complete suite of contact centre solutions, available in the cloud, on-premise, or as a managed service. These bespoke solutions cover every component of the contact centre – from call routing, unified communications, networking and security, right up to emerging technologies, such as AI chatbots and Robotic Process Automation. It also offers a range of professional services and Dev Ops support, delivered by its highly accredited team of contact centre experts.
Headquartered in Reading, UK, IPI also has offices in London and Manchester, as well as in the Philippines.
Securitas Group, established in 1934 in Sweden, is the world leader in providing security solutions. In the UK Securitas employs around 10,000 employees. Its operational centre in Milton Keynes provides support to the largest mobile fleet in the UK. It also houses the industry first Training and Development Academy with accreditation from City & Guilds.
Securitas UK has been certified as a Top UK Employer and has been awarded Business Super brands status for 2019. Securitas is the only global security company to be recognised by the Living Wage Foundation.
On a global scale, Securitas employs 370,000 employees, across 58 countries spanning North America, Europe, Latin America, Africa, the Middle East, Australia and Asia.
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