IPI launches ElasticCX Service Recovery for contact centres

IPI has unveiled its new cloud-based solution, ElasticCX Service Recovery, aimed at enhancing the resilience of Contact Centres. This solution is the latest addition to the company’s ElasticCX CCaaS (Contact Centre as a Service) suite, providing robust and scalable service recovery to support various business scenarios. These include unexpected incidents like IT outages or security breaches, as well as planned migrations and operational upgrades.

ElasticCX Service Recovery offers essential voice support by default and can be upgraded to include over 200 additional features within the ElasticCX CCaaS suite. This suite encompasses components such as Voice, Omni, and Max. The solution can further integrate with other IPI technologies, such as Pauseable for PCI compliance, Workforce Management (WFM), AI assistance, and enhanced reporting capabilities, to tailor the service to meet individual client needs effectively.

Steve Murray, Director of CX Solutions at IPI, commented on the necessity of such a resilient infrastructure in today’s business environment. “With customer satisfaction paramount, today’s business leaders need their Contact Centre infrastructure to be resilient and highly adaptable."

"Whether it’s the threat of cyber-attacks, the risks associated with migrations and transformation, or high volumes of failing or out-of-support legacy contact centre systems, organisations need to prepare for the unexpected. In fact, outages are most likely to come from trusted 3rd parties - something the botched CrowdStrike update has emphasised all too keenly over the last few days,” he said.

He further elaborated on the benefits of the new solution, stating, “ElasticCX Service Recovery empowers organisations to swiftly overcome any challenges in delivery without being hindered by the limitations of their existing contact centre infrastructure. With its high-availability architecture and capacity to scale, ElasticCX Service Recovery enables our customers to recover, adapt and thrive with ease.”

The solution is based on the same architecture as the ElasticCX CCaaS family of solutions, providing certainty of service and minimising disruptions during outages or planned changes to a client’s existing Contact Centre service. ElasticCX Service Recovery can be rapidly deployed, redirecting all agents to IPI’s service and automatically diverting customers to pre-defined channels. This ensures minimal downtime and disruption to customers, even during major transitions.

The service offers flexible subscription options, including either monthly or annual per-agent contracts with an initial set-up fee. The subscription includes a pre-agreed allocation of voice minutes, and additional features can be customised to meet each client's requirements. When invoked, the service provides the flexibility to scale by adding up to 50% more agent capacity under the same licence agreement. Full transparency of ongoing licence usage is maintained through the ElasticCX CCaaS usage dashboard.

Overall, the introduction of ElasticCX Service Recovery reflects IPI’s commitment to delivering resilient and adaptable solutions for Contact Centres, helping organisations to maintain operational continuity and customer satisfaction even in challenging scenarios.