04 November 2024

IPI’s ElasticCX Service Recovery was selected to provide a back-up Contact Centre infrastructure in case of any disruption of service to over 10,000 callers contacting Royal Holloway during the crucial two-day Clearing and Confirmation period.

Part of IPI’s ElasticCX CCaaS family of solutions, IPI's ElasticCX Service Recovery provides robust and scalable service recovery and is designed to minimise any disruption to customers in the event of an outage or a planned change to an organisation’s existing Contact Centre service. It was chosen by Royal Holloway to provide a back-up voice service in the event of an outage to its Contact Centre. The flexibility afforded by ElasticCX Service Recovery offered the University certainty of service and the ability to incorporate additional channels, including webchat, to support Contact Centre staff if required.

“Confirmation and Clearing is a critical period for universities, reliant on underpinning technology to handle multiple student calls, make offers and finalise numbers ahead of the forthcoming academic year. Due to its intense nature, I want contracted technology partners to engage early and communicate consistently with our project teams, so risks are mitigated in advance and performance optimum on the days of action” said Mel Gomes, Head of IT Commercial Management and Contracts at Royal Holloway. “I was pleased with IPI’s efforts in their first year in our IT supply chain ecosystem, in providing a capable and supported solution in ElasticCX Service Recovery. It clearly has the capacity and functionality to provide further value in future years, against a strong contract that is clear on the obligations of both parties.”

IPI’s services were engaged in the months leading up to the Clearing and Confirmation period, ensuring that ElasticCX Service Recovery could be thoroughly tested and trialled in advance. This ensured that in the event of an outage with its incumbent provider, IPI’s ElasticCX Service Recovery solution could be quickly invoked, and staff could easily move across to the new system, significantly reducing any potential downtime, and ensuring that service levels were maintained.

“We are delighted to have been selected by Royal Holloway to become a trusted supplier to maintain student experience during the Clearing and Confirmation process”, said Toby Mason, Director at IPI. “In selecting ElasticCX Service Recovery, Royal Holloway has had the foresight to prepare for any eventuality, something too few organisations today consider. By adopting ElasticCX Service Recovery, the university provided applicants with certainty of service, and staff with the ability to swiftly overcome any potential challenges without being hindered by the limitations of their existing Contact Centre infrastructure. We look forward to continuing working with the university and developing our relationship further.”