Mar 26, 2019

IP Integration Partners with Blue Prism to Bring Intelligent Automation to the Contact Center


Digital contact center specialist adds market-leading Robotic Process Automation software to its portfolio

IP Integration (IPI), the digital contact center specialist, today announced it is partnering with Blue Prism, a leader in Robotic Process Automation (RPA) software. The partnership will enable IPI to deliver intelligent automation into their clients’ contact center operations in order to boost operational efficiency as well as improve the employee and customer experience. IPI is the first Blue Prism partner that is solely focused on the contact center industry.

The collaboration will allow IPI to offer a new automation solution – called IPI Digital Agent – that is delivered using Blue Prism’s connected-RPA platform. Automating routine, everyday tasks in a natural and personalized way, the IPI Digital Agent solution will act as an intelligent digital assistant to human agents, proactively offering up customer insights and other important information that employees would otherwise have to seek out. This not only allows employees to serve each and every customer in a more streamlined and informed way, it also frees up their time so they can focus on more meaningful and rewarding activities. For the contact center's customers, Blue Prism speeds up transaction times, all with a highly personalized service.

“Blue Prism’s connected-RPA is a complete game-changer for contact center operators; we believe it will play a central role as our clients continue to digitize their operations and transform the way they interact with their customers,” said Josh Ayres, Head of Emerging Technologies at IPI. “By taking care of laborious tasks, Blue Prism dramatically eases the burden on agents, providing them with the time they need to focus on those customers who require the most support. You cannot underestimate the impact that motivated, empowered agents have on the quality of customer service and, in turn, contact center profitability.”

IPI will offer its Digital Agent tool as part of its comprehensive contact center technology portfolio, which includes best-of-breed solutions together with consultancy, professional services and training. In addition to these new software robots, IPI helps its clients integrate a range of next generation technologies – including chatbots, text-to-speech, voice recognition & analytics, biometrics and social media analytics tools – into their everyday operations, creating omnichannel contact centers that meet the exacting requirements of today’s – and tomorrow’s – consumers.

“IPI is a fantastic addition to the Blue Prism Partner programme, and marks a significant step forward as we ramp up our focus on the contact center industry,” said Michael Laurenson, SVP of Global Alliances and Channels for Blue Prism. “The company’s experience of designing and supporting many of the UK’s busiest and highest-performing contact centers, together with its deep understanding of the particular challenges and ambitions of the industry, make it the ideal partner both for us and for organisations that are eager to understand how intelligent automation can transform their operations.”

IPI will be unveiling the new IPI Digital Agent at Call and Contact Centre Expo, on 27-28 March 2019, at Excel, London. For a demonstration, visit stand 340.

About IP Integration:
IPI is focused on creating intelligent contact center solutions that deliver exceptional customer experiences. Founded in 2001, the company has more than 300 customers and support more than four million transactions and 55,000 agents every day.

IPI partners with the industry’s leading vendors – including Avaya, Blue Prism, CX Company, Gamma, Microsoft, Teleopti, Verint and VMWare – to provide a complete suite of contact centre solutions, available in the cloud, on-premise, or as a managed service. These bespoke solutions cover every component of the contact centre – from call routing, unified communications, networking and security, right up to emerging technologies, such as AI chatbots and Robotic Process Automation. It also offers a range of professional services and 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.

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