People’s Partnership, the organisation behind The People’s Pension, has completed a significant technological shift to improve its customer service experience for its 6.7 million members across the UK. The workplace pension provider has migrated its Contact Centre operations to a cloud-based platform with the help of IPI, a contact centre specialist and solutions provider. This change aims to enhance operational efficiency, bolster system resilience, and offer customers more choice.
The switch to the Genesys Cloud platform, implemented with IPI’s assistance, is part of a broader strategic programme by People’s Partnership, which serves around one in five UK workers through workplace pension schemes. Under the initiative, People’s Partnership seeks to become a more agile, customer-focused organisation by incorporating cloud-based technology and phasing out its previous on-premise system.
Following an initial pilot phase with the organisation’s Employer Team, the cloud-based Contact Centre solution has now been extended across People’s Partnership’s operations. Mark Plant, Group Director of Operational Transition at People’s Partnership, praised the results of the upgrade, noting a reduction in customer wait times by approximately one minute. “The experience that our members have with our brand is paramount,” Plant stated, adding that IPI’s collaboration has been crucial in delivering a “more resilient system” that better meets customer needs.
Phase one of the cloud migration involved transitioning key functions such as voice, email, and web chat to the Genesys platform, while also integrating Workforce Engagement Management (WEM) capabilities. These included advanced customer sentiment analysis, knowledge management, quality management, and workforce management features. The Contact Centre now benefits from third-party applications available via the Genesys AppFoundry online marketplace, which include social engagement tools like PureSocial and customer surveys powered by Medallia.
IPI took a phased approach in implementing the new system, with the next stages set to focus on further optimisation and the integration of advanced AI capabilities from Genesys. This is expected to streamline operations even more, empowering Contact Centre agents to improve their service to customers.
In preparing staff for the new system, IPI ran a thorough training programme, ensuring agents were familiar with the Genesys technology ahead of the platform’s full implementation. According to Dave Glasgow, Strategic Partnerships Director at IPI, the partnership with People’s Partnership has been highly collaborative, focused on enhancing customer experience.
“It is always rewarding to work with organisations like People’s Partnership that prioritise customer satisfaction,” Glasgow said. “Their commitment to a customer-first approach has been clear from the outset, and we look forward to building on this strong partnership to continue making meaningful improvements.”
As People’s Partnership and IPI move into the subsequent phases of the development, the addition of Genesys AI features promises to further enhance customer experience by increasing operational efficiency and providing more proactive support options.
