IPI, the contact centre specialist, today announced that Gtech, an independent British designer and manufacturer of cordless home and garden appliances, has selected IPI to support its contact centre operations. The three-year deal will see IPI manage Gtech’s Avaya estate that sits within in its Worcestershire-based contact centre where its 100 customer service agents provide sales and service assistance to its customers across the UK.

Gtech selected IPI after its incumbent support partner was failing to provide the levels of service needed for its complex Avaya estate. Gtech prides itself on the quality of its customer sales, support and service teams, and whilst it had invested in best of breed technology with Avaya IP Office and Avaya Contact Centre Select (ACCS with workspaces), its existing support partner did not have the inhouse skills or accreditations to effectively resolve issues. IPI’s wealth of experience and a proven track record in supporting Avaya IP Office and ACCS, made it Gtech’s preferred choice as a supplier.

 

“The service we have received from IPI has been absolutely exceptional,” said Jordan Willis, Head of IT & BI at Gtech. “The whole IPI team has gone above and beyond in its support and continues to manage our contact centre with expert care and due diligence.”

 

IPI onboarded Gtech within days of its initial selection with no downtime to Gtech’s services. Immediately, IPI conducted a more in-depth audit of Gtech’s existing infrastructure, initiating a proactive monitoring service to identify and resolve issues before they reached the agents. The team created a dedicated portal allowing visibility into SLAs and providing Gtech with more assurance over how issues are managed. IPI’s team is staffed by accredited Avaya engineers, all of whom can resolve the majority of support tickets in-house rather than having to send them across to Avaya.

“Gtech is a company invested in delivering an excellent customer experience and its contact centre lies at the heart of that strategy,” said Mark Rossell, Head of Managed Services at IPI. “At IPI, we pride ourselves on having one of the most accredited teams in Avaya within the UK. It is great to use that expertise to support Gtech’s advanced Avaya estate and its stellar customer service programme.”

IPI is the UK’s leading digital contact centre specialist, focused on creating intelligent and innovative contact centre solutions that deliver exceptional customer experiences. Founded in 2001, the company supports more than five million customer interactions and 65,000 agents every day.

IPI offers industry-leading contact centre solutions, as well as our own portfolio of applications. IPI solutions – available in the cloud, on-premise or as a managed service – cover every component of the contact centre, from integration, unified communications, networking, workforce optimisation, compliance and security, right up to conversational AI, speech analytics and voice biometrics. IPI also offers a range of consultancy and professional services as well as devOps 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.