Royal Holloway partners with IPI for Clearing support

IPI has announced a collaboration with Royal Holloway, University of London to support the university's Contact Centre during its critical Clearing and Confirmation period.

The university selected IPI's ElasticCX Service Recovery to serve as a back-up infrastructure to ensure continuity for over 10,000 callers if disruptions occur during this vital two-day period.

ElasticCX Service Recovery is a part of IPI's ElasticCX CCaaS solutions and is designed to provide robust service recovery in events of outages or planned changes to existing Contact Centre services. Royal Holloway opted for this solution to maintain service levels during potential disruptions, incorporating additional channels like webchat support if necessary.

Mel Gomes, Head of IT Commercial Management and Contracts at Royal Holloway, stated: "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."

Gomes continued, "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. 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."

In preparation for the Clearing and Confirmation period, IPI's services were engaged months in advance, allowing ElasticCX Service Recovery to be tested and trialled thoroughly. This ensured the solution could be activated quickly if needed, allowing staff to transition seamlessly to the back-up system, thus minimising potential downtime.

Toby Mason, Director at IPI, commented: "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. 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," Mason says.