01 November 2024

IPI has enabled People’s Partnership, the workplace pension provider, to move to a cloud-based Contact Centre solution from Genesys; part of a wider programme of change designed to improve operational efficiency and offer greater customer choice.

The People’s Pension 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.

IPI took 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.