London-based Contact Centre solutions provider, IPI, has achieved the new Avaya Experience Platform cloud specialisation accreditation. In doing so, IPI has become the first client-facing Avaya partner in the UK to receive this stamp of approval. This places the company in a unique position to support businesses in their transition from traditional contact centre operations to Avaya's cloud-based platform.

The Avaya Experience Platform gives organisations the power to interact with customers through omnichannel voice and digital communication channels, whilst also utilising innovative technologies such as Artificial Intelligence (AI). This is all possible without abandoning their pre-existing on-site infrastructure for call handling and voice routing.

Achieving this cloud specialisation demonstrates IPI's capacity to sell, design, implement and manage the Avaya cloud platform. The accreditation also serves as a testament to IPI's developer capabilities. The company has a longstanding relationship with Avaya, spanning two decades, as a Diamond Partner, the highest partnership tier.

Further cementing their relationship, IPI disclosed that IPI SIP Connect, its SIP trunking service, has been integrated into the Avaya Experience Platform. Now available to all users of the platform, IPI SIP Connect offers a versatile method for Avaya cloud users to extend and administrate their voice networks.

This advancement increases efficiency by enabling the connection of customers and both remote and office-based agents to the platform, optimising the customer and employee experience. Designed to minimise downtime and prioritise the quality of voice communication, this robust service utilises a range of upstream carriers along with disaster recovery and network call control capabilities.

Alison Hastings, Senior Director and Channel Leader for Avaya UK and Ireland, commented on IPI's latest achievement by saying, "IPI has deep experience of Avaya contact centre environments together with a tremendous track record of steering companies through complex digital transformation programmes. This latest partner accreditation and voice service integration reflect IPI’s position at the very forefront of the UK contact centre industry and we are excited to see how this latest chapter in our relationship progresses."

Dave Glasgow, Strategic Partnerships Director at IPI, commented on the value of the Avaya Experience Platform explaining, "The Avaya Experience Platform is an exciting option for organisations which want to drive new efficiencies while at the same time boost the experience of their customers and agents. Available as either a cloud-based or hybrid solution – and with an impressive range of automation and personalisation options – this flexible platform enables organisations to choose a solution that meets their requirements both now and in the future.”