Member Article

Hillarys expands partnership with IPI as it transitions from on-premise to cloud

Retailer selects IPI’s Contact Centre as a Service solution to evolve telephony operations and begin its migration to the cloud

IPI, the Contact Centre specialist and solutions provider, today announced that Hillarys, the leading retailer of made-to-measure blinds, curtains, and shutters and part of the global Hunter Douglas group, has selected IPI’s own Contact Centre-as-a-Service (CCaaS) offering, ElasticCX CCaaS, as it transitions away from its incumbent on-premise telephony solution. The move marks the start of Hillarys’ staged migration to the cloud and is part of its ongoing strategy to enhance its contact centre operations.

A continuation of a six-year partnership, IPI is supporting Hillarys as it moves telephony services to the cloud for the first time, providing the same levels of service and expertise to the retailer as it did with its previous on-premise solution. Underpinned by access to IPI’s highly resilient voice network services, Hillarys is using ElasticCX CCaaS to run its outbound dialling campaigns. By migrating to this flexible cloud-based solution, Hillarys escapes the constraints of its previous legacy infrastructure, embracing the fast-evolving communication choices of its customers with a solution offering both straightforward integrations and the facility to easily scale.

“IPI is one of a small number of key suppliers that we’ve built a long-term partnership with – gaining its role as a trusted advisor due to its capability, innovation, openness and value delivered. We’ve benefited from IPI’s broad expertise across telecoms for a number of years, so when the time came for us to consider the next phase of our contact centre’s evolution, it was only natural to continue our relationship with the team. With a solid understanding of our business and our requirements in the on-premise world, IPI was the right choice to help us take our first steps into the cloud. Although only in the early stages of our journey to CCaaS, ElasticCX CCaaS has shown itself to be capable with our initial use case, and we look forward to exploring the full breadth of its features over time,” said Julian Bond, Head of ICT at Hillarys.

Since going live with the solution, Hillarys has already started to see the benefits of the solution. The scalability and the flexibility of capability offered by ElasticCX CCaaS support the retailer’s work patterns, allowing it to scale up or scale down based on business requirements. The team has also experienced improved reliability in the system and benefits from the proactive monitoring implicit with CCaaS which is a significant improvement on the support for the on-premise solution it replaced.

“IPI’s partnership with Hillarys has always been an exciting one. The competitive retail sector within which Hillarys’ operates brings a sharp focus on reliability and value, yet its team has a sustained commitment to driving innovation to enhance the customer journey, all facilitated by the best-of-breed technology used by its agents,” said Rob Gibbon, Senior Account Director at IPI. “We are thrilled to bring ElasticCX CCaaS to Hillarys and believe it is the right solution to enhance its telephony and transition over to the cloud. We look forward to continuing to work with them to get the most out of the platform.”

This was posted in Bdaily's Members' News section by P Adams .