22 October 2024, London - IPI, the Contact Centre specialist and solutions provider, today announced that it has enabled People’s Partnership, the workplace pension provider, to move to a cloud-based Contact Centre solution from Genesys. The implementation is part of a wider programme of change within People’s Partnership designed to improve operational efficiency and offer greater customer choice to its 6.7 million customer base.
The People’s Pension, which is provided by People’s Partnership, is used by one in five workers across the UK, with its Contact Centre team serving the needs of its members, advisors, and employers who sign up for workplace pension schemes. As part of a wider customer experience programme focused on becoming ‘Fit for Future’, People’s Partnership wanted to put technology at the core of the business, and move away from its on-premise solution, enabling it to be seen as a highly trusted, customer-focused, and efficient provider.
Selecting Genesys Cloud as its technology platform of choice and IPI as its preferred partner to deliver the solution, the team completed an initial pilot project with People’s Partnership’s Employer Team, before extending Genesys Cloud across People’s Partnership’s entire Contact Centre.
IPI has taken a staged approach to implementation, with phase one including a migration of voice, email, and web chat, as well as the adoption of Workforce Engagement Management (WEM) capabilities such as customer sentiment analysis, knowledge management, Quality Management (QM), and Workforce Management (WFM). Third party applications, available through Genesys AppFoundry’s online marketplace, have also been incorporated, including social engagement via PureSocial, and customer surveys powered by Medallia. With phase one now complete, the team has already seen a one-minute reduction in customer wait times by moving over to the new Genesys system.
Later phases will include further optimisation of the solution and the introduction of Genesys AI features, helping to further empower agents and improve the customer experience.
“The experience that our members go on with our brand is of utmost importance to us and already, we can see the value that our work with Genesys and IPI is delivering. We now have a more resilient system, and one which will allow us to better address the needs of our customers,” said Mark Plant, Group Director of Operational Transition at People’s Partnership. “IPI has been the ideal partner to guide us through this whole process, acting as a vital collaborator in ensuring the success of the project. We look forward to continuing our work together over the coming years.”
IPI conducted a rigorous training programme, ensuring that People’s Partnership’s Contact Centre agents were familiar with the new technology prior to implementation. IPI’s team, as well as its Customer Success consultants, have been on hand throughout to ensure that People’s Partnership are maximising their investment in the solution.
“It is always hugely rewarding to work with an organisation like People’s Partnership. From the start,
its team has adopted a customer-first mindset that means that every decision made is focused on enhancing the experience and the journey that its customers have with its brand,” said Dave Glasgow, Strategic Partnerships Director at IPI. “As we move into the next phase of development with them, we look forward to continuing to build on the strong partnership we have built to drive meaningful change.”
About People’s Partnership
People’s Partnership provides The People’s Pension, one of the largest independent master trusts in the UK, serving more than six million pension savers across the UK and manages more than £29bn in assets. As a business without shareholders, it reinvests its profits with the aim to help customers and achieve better financial outcomes for everyone.
About IPI
IPI enables brands to meet their digital transformation goals with creative and innovative Contact Centre, Cloud and Connectivity services and solutions, which are proven to drive exceptional customer and employee experiences, as well as better business outcomes and increased revenues.
Its team of experts add value at every part of the transformation journey, by providing bespoke consultancy services, training and enablement programmes, DevOps and integration, as well as a range of proprietary solutions and managed services, spanning the Contact Centre, automation and AI, workforce engagement, security and compliance, speech and text analytics, voice services, cloud, and outsourced IT.
Founded in 2001, with its headquarters in Reading and offices in London, Manchester and the Philippines, IPI’s clients include some of the biggest brands in the finance, insurance, retail, travel and leisure, utilities, higher education, and public sectors.
For more information, please contact IPI or visit https://ipintegration.com/.
Press contacts
Jacqueline Booker / Harry Mottram
Eleven Hundred Agency
ipi@elevenhundredagency.com
