Unified Communications

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.

Technology Roadmaps

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.

Discovery Programmes

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:

Project/Initiative Validation

Aligning key people to ensure the objective of every project is not just understood, but believed in.

Requirements Definition/Validation

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.