Convergys Channel Partner IP Integration Wins NHS Professionals Contract

IP Integration (IPI,) a U.K. systems integrator, has signed a contract to install Convergys voice solutions with NHS Professionals (NHSP), one of England's largest hospital trusts.

Already an IPI client, NHSP will now use Convergys Intelligent Interaction Solutions. including Intervoice Voice Portal, Intervoice Advanced Notification Gateway, and speech recognition, as well as IPI’s Classify ME call classification application, within its service center.

NHSP is the largest provider of managed flexible services to the National Health Service in England with around 50,000 nurses, doctors, administration and clerical, and other healthcare professionals signed to its bank; placing approximately 2 million shifts a year and providing reliable flexible workers to around 80 NHS trusts all across England. NHSP was looking for solutions to help it drive improved efficiencies within its Service Center operation.

With the solutions from IPI and Convergys, NHSP expects to save more than 1 million minutes of customer service agent time annually through inbound and outbound call automation. The solutions enable NHSP to deliver proactive outbound communications regarding available shifts, which help drive flexible worker loyalty. NHSP expects to see a return on its investment in the solutions within one year.

“IPI and Convergys stood head and shoulders above the competition during the selection process for our IVR project,” said Phil Bartlett, NHSP's telephony services manager. “They invested time understanding our business, challenges, and objectives and always placed our customer’s needs front and centre of any recommendations. Their approach allowed us to address immediate business requirements, while setting the foundation for a strategic self-service roadmap.”

“Partnering with Convergys has provided IPI with a competitive differentiator within the higher end of the U.K. contact centre marketplace,” said John Bacon, IPI’s account executive. “After raising interest at one of our customer seminars, Convergys worked directly with IPI to help us identify a great speech opportunity with one of our key strategic accounts. By combining Convergys’ applications and speech expertise along with IPI’s specialist development team CTI Labs, we were jointly able to develop that opportunity from initial concept through to reality. Convergys’ pragmatic and flexible approach to indirect partnerships makes it our preferred choice for complex speech self-service applications”.”

“IPI has been a value added reseller of Convergys solutions for two years, and is starting to make a significant impact in the marketplace. IPI is a great example of the value that a focused reseller like this can bring to Convergys in the UK,” said Mike Betzer, president of relationship technology management at Convergys. “We look forward to creating a sustainable, long-term partnership with IPI, supporting it in its business pursuits, and reaffirming why Convergys is its vendor of choice for speech self-service applications."

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