IPI, the contact centre specialist, announced that it has partnered with Verint® to deliver a new and complete enterprise-grade Workforce Engagement (WFE) solution portfolio to its clients.
As part of the solution, IPI customers will have access to Verint’s leading WFE technology and AI-powered tools, including functions to support resource planning, performance management, and speech and text analytics, that will further enable IPI clients to effectively engage and manage their contact centre employees.
The enterprise-grade solution is based in the cloud and supports all the key functions of today’s hybrid contact centre and workforce. This includes AI-powered and automated features such as an advanced forecasting and scheduling tool, leading quality and compliance capabilities, hybrid-friendly KPI and performance management applications, and invaluable insights and analysis of customer interactions across voice and text channels.
“We are thrilled to be officially partnering with Verint and expanding our long-standing relationship to deliver world-class, industry-leading WFE solutions to our clients,” said Craig Farley, Head of Consulting, IPI. “While remote and hybrid working in contact centres has increased the flexibility for agents, it has also meant an increase in the complexities of managing a disparate workforce. WFE tools have clear benefits here, ensuring the right employees are doing the right work, at the right time, wherever they’re working from, and providing the data to improve efficiencies and Employee Experience using analytics. We’re excited that Verint can help us deliver on just such requirements, ensuring our clients are prepared now and for the future.”
The Verint WFE solution will now be available to IPI clients directly via the cloud on a subscription-based, per-agent model. Clients are able to choose and implement which capabilities and applications from the solution best meet their requirements, and using its experience and Verint’s expertise, the IPI team will support and be on-hand through every step of the process from migration to ongoing best practice and success.
“Our partnership with IPI will deliver the next-generation of WFE capabilities to its clients, and we’re delighted to be formally partnering with Craig and the team on the next stage of the company’s innovation growth trajectory,” says Verint’s John Bourne, senior vice president, global channels and alliances. “Being able to effectively engage and manage a contact centre workforce in today’s rapidly changing times is essential to success—and without a great employee experience, there can’t be a great customer experience. We look forward to our technology empowering IPI’s clients to adapt to the future of work that helps them build lasting relationships with customers and drive real business results.”
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.
For more information visit https://ipintegration.com/.