Unified Communications

Great things happen when you bring everything together.

Communications channels.
Bringing them together through Unified Communications (UC) does great things for your customers, and your business. Twenty years in the making, IPI delivers UC for the 21st Century Contact Centre. Transforming the way Contact Centres operate, with a UC platform that delivers intelligent and flexible communications across your organisation.
Making great things happen.

GOOD SERVICE STARTS WITH

flexibility – a range of ways to communicate. On the phone, on screen, online. Customers value seamless, efficient connectivity. The same goes for your people. On and off-premise. Our Unified Comms converge technologies to a single, intelligent network. So your customers and people can communicate on any device, in any location. Which means they can talk at their convenience. Even if that means

NO ONE ACTUALLY TALKING.

Our Solutions

Improved Customer Service

Harnessing the power to break down all walls to communication with your customer.

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Unified Communications

Communications have changed, and collaboration is key....so help your customer connect.

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Unified Comms as a Service

Removing barriers to change and so you to select the best services for your contact centre.

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Video, Audio & Web Conferencing

Make the world your workplace by enabling agents to connect through any device in any location.

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Messaging and Collaboration

Integrate collaboration tools with their business processes and applications.

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Mobility

Unified Comms solutions that can be consumed in whatever way suits your business.

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Our Services

Network Operations Centre (NOC) and Monitoring Tools

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.

Service heavyweights. Technical wizards

You could call it the dream team. Handpicked industry specialists. Focused on delivering the solution you need at a service level you expect. Because we aren’t tied to vendors, we can recommend the best technology for you. This independence, along with our love of innovation, means you get a more complete view of your network as well as how we help make it better.

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

  • Avaya

    We are Avaya Diamond Partners in Enterprise UC and Contact Centre solutions, as well as Mid-market UC solutions.
  • Enghouse Interactive

  • IR Prognosis

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