Inner Circle Guide to Multichannel Workforce Optimisation Although the exact definition of contact centre workforce optimisation is not set in…
Network Operations Centre (NOC) and Monitoring Tools
This is where the magic happens. Our NOC is what enables us to enable your Unified Communications (UC). Home to our dedicated operations team, we constantly monitor your networks, servers, websites, appliances and applications because even the smallest adjustments can make the biggest difference.
We keep your communications unified and optimised through:
- Continual service and quality improvement
- Problem and change management within your UC and Contact Centre environment
- Deploying the RAID model – Risk, Actions, Issues, Dependencies
- Deploying the RACI model – Responsible, Accountable, Consulted, Informed
- Performance monitoring, diagnosis and reporting
- Working to MIM – Major Incident Management.
Most contact centres are complex. A collection of fragmented systems and processes. Change is often met with reactive solutions, just to keep the wheels from falling off. IPI’s Technology Roadmaps identify longer-term business objectives, while also illustrating a tactical plan to address near term requirements. Aligning your systems to your business; pinpointing what capabilities are needed and when. Think of it as satnav for your business. No wrong turns.
Using external expertise for internal improvement, our Discovery Programmes provide operational and technological insights, targeting specific challenges or growth opportunities within your contact centre. Combining data analysis, technical assessments and benefit realisation models, we’ll identify specific areas for improvement and offer practical recommendations. Keeping you on the front foot, we also run innovation workshops and forums to guide your future thinking.
Work programmes that work better.
Whether a complete programme or a discrete phase, our Programme Management services reduce risk and improve governance. Here’s how:
Aligning key people to ensure the objective of every project is not just understood, but believed in.
Ensuring all project requirements map back to stakeholder expectations.
Business Case Development
Justifying a proposed business case by pulling together supporting information from across the organisation, directly tacking any assumptions or constraints.
Vendor Evaluation and Selection
Independent vendor/solution evaluation by experienced industry practitioners – experts who have worked across the industry, on both ends of the phone.
Technical Design Authority Leadership
Guiding the effective articulation of technical solutions to ensure they achieve exactly what you want them to.
Consult – we take the time to fully understand your needs, considering both your desired business outcomes and the holistic technology environment
Design – we bring our industry expertise to bear to design the best solution for your business
Deliver – our experienced and dedicated project team work hand in hand with you to ensure a smooth transition
Our Unified Communications Partners
AvayaWe are Avaya Diamond Partners in Enterprise UC and Contact Centre solutions, as well as Mid-market UC solutions.
Positive guest experience is the #1 criteria that travelers use to select hotels – far outweighing price and location. Positive…
UC environments are complex and often involve multi-vendor technology. As complexity increases, visibility is reduced. Troubleshooting becomes lengthy and difficult,…
IR Prognosis for UC is a communications experience management solution for unified communications and contact centres, enabling organisations to deliver…
Top 5 Characteristics for High Performing Social House Contact Centres. Social Housing is one of the fastest growing and most…
How Technology Helps Social Housing Providers Overcome their Challenges. These are challenging times for housing associations. The introduction of legislation such as…
Customers are calling the shots. These days the customer decides how they want to shop or get help from you – whether…