Unified Communications
CASE STUDY
When our
gaming client
played to win.
We provided the
assist and a hat
trick.
AT A GLANCE
40,000+
players per
month
2000
Submerge in
Conversation
CUSTOMER’S OPPORTUNITY
One of the biggest gaming companies you’ve probably
never heard of wanted to deliver the best service to its
customers, enable the business to adapt to increasing
market and customer requirements dynamically and
quickly, and ultimately deliver world class service by 2016.
In an era of digital disruption, they needed a true omnichannel solution that could scale and deliver.
T +44 (0) 1189 184 600
E [email protected]
W ipintegration.com
Omni-channel
solutions
from IPI
DELIVERING
BEYOND TODAY.
Unified Communications
HOW WE ENABLED IT
could engage in global customer
conversations on a truly incredible scale.
IPI delivered a full complement of
Unified Communications, IT and
Networking technology expertise,
combined with best practices smart
Contact Centre systems and platform
upgrades, in addition to Consulting
Service analysis, workshops
and training programmes.
The culmination of this was an
omni-channel technology solution:
•
ecording and Omni
R
Channel solutions
•
Advanced Application Integration
•
Social, Chat, Email & Calls Integration
•
SIP Trunking & Intelligent Networks
•
PLS over WAN for
M
Quality of Service
•
Computer Telephony Integration
•
Unified Communications
•
Core communication platform
•
Virtualised DSP
•
Gateway resources
IPI enabled players to contact the
organisation through a variety of
channels, and make this process
quick and easy for them. Social
channels played a big part as well as
using the more traditional channels of
telephone, email and web chat. They
could submerge themselves in social
conversations with their customers in
a way that wasn’t previously possible.
We had to consider the player
interaction, the external presentation
via gaming websites, payment systems,
and gaming client, in conjunction
with the contact centre means of
communication: email, live chat, play
chat, and telephone calls. IPI considered
all this plus the organisation’s physical
service in terms of customer service
agents and payment/fraud teams, along
with front, middle and back office teams.
PERSONALISED FOR PLAY
IPI enabled our gaming client with the
ability to personalise the delivery of
an exceptional customer experience.
They needed a solution that would
enable them to be specific in how they
delivered an experience to players.
Our solution allowed them to control all
aspects of conversation, irrespective
of whether the player was calling
in, emailing in, using whichever
method of communication they chose
to use. Now they can treat each
contact with the appropriate priority
depending on who that person is.
We helped them understand:
• w
ho exactly were the people
that were communicating
with the contact centre
• w
hat their customers’ preferred
methods of communication were
• h
ow, among the multiple options that
were available, their players wanted
to communicate with the business
OUR CUSTOMER IS
HAPPY BECAUSE
They had so many disparate systems,
which meant that during a period of
explosive growth into new markets,
their incumbent systems simply
wouldn’t allow them to provide the
level of customer service that they
aspired to. We created a 21st Century
call centre environment where they
With the IPI omni-channel solution,
our customer has a best-practices,
personalised customer contact method
that not only meets the organisation’s
needs today but will grow and scale
as the business moves forward.
Find out how IPI can enable your business today and in the future.
T +44 (0) 1189 184 600
E [email protected]
W ipintegration.com
IN OUR CUSTOMER’S
WORDS:
“IP was awarded the
prestigious Avaya
2016 Strategic Win
Award for the Asia
region by combining
the Avaya solution
with a selection of its
own complementary
tools while managing
a the highly complex
roll-out. This augments
and extracts value
from our existing backend platforms, and
provides the company
with a sophisticated
omni channel contact
solution with full
personalisation
attributes to enhance
the experience of its
customers.”
25%
reduction in
daily customer
contact
2%
reduction in
call abandonment
DELIVERING
BEYOND TODAY.