IPI, the digital contact centre specialist, today announced it has been working in partnership with global security solutions provider, Securitas, to future-proof the resilience of Securitas UK operational emergency response services. IPI was appointed to audit and manage the telephony infrastructure at the Securitas UK Alarm Receiving Centre (ARC), which delivers round-the-clock, mission-critical services to Securitas UK clients, monitoring alarms and CCTV, and coordinating response teams.
Securitas is one of the world’s largest security providers, with operations in 58 countries and more than 150,000 clients across the globe. Many of the UK’s biggest corporations and public sector organisations rely on Securitas to keep their premises and operations safe, with tailor made security solutions supported by the ARC. Operational 24/7, 52 weeks of the year, the ARC team remotely monitors clients’ premises. Responding to alarms and co-ordinating response activities, they liaise with both the emergency services and with Securitas on-site and mobile protective services officers.
Securitas was looking for a strategic partner to provide guidance on how to extend the capabilities of its existing infrastructure, which is based on Avaya technology. Securitas selected IPI, an Avaya Diamond Partner, following a competitive tender process.
IPI audited Securitas telephony infrastructure, which spans the ARC, disaster recovery site and numerous locations nationwide, to proactively identify any potential points of failure and reconfigure the systems to eradicate any possible weaknesses. Testing the upgraded system platforms was a challenge, as the ARC needed to remain fully operational at all times.
Reconfiguration of the telephone infrastructure also delivered tangible efficiency improvements, with teams now able to resolve more client queries and within a shorter timeframe. Going forward, IPI is advising Securitas on emerging contact centre technologies, including automation tools and natural voice recognition, which may deliver further efficiencies.
“IPI truly understands the sometimes life and death importance of the service we provide to our clients and the critical nature of what we do as a company,” said Omar Abu-Rish, Operations Centre Manager at Securitas.
“With their vast experience of supporting Avaya technology, their client centric approach, and their ability to grasp how we operate on a daily basis, we have total confidence in IPI’s ability to steer our future contact centre strategy.”
“Securitas has absolutely no margin for error when it comes to its telephony system; it has to be proactive and exacting when it comes to ensuring its infrastructure is always fit for purpose, both now and well into the future,” said IPI CEO, Joe Prentis. “It also recognises that advanced automation technologies will have a pivotal role in speeding up response times and assisting the ARC team when they are dealing with high-pressure enquiries.”