IPI, the Digital Transformation specialist, today announced that it has enabled MSI Reproductive Choices (formerly Marie Stopes International) to improve access to its vital health services.
As part of MSI Reproductive Choices’ ambitious digital transformation programme, IPI has helped the social enterprise to migrate its contact centre operations to the cloud and implement new channels, increasing the number of enquiries it handles by 23%. The new solution is based on Genesys Cloud.
Operating in partnership with the NHS, as well as in 37 countries across the world, MSI Reproductive Choices delivers family planning services to over 80,000 people each day. As it is essential that its clients can get instant access to advice and guidance, MSI Reproductive Choices UK has embarked on a major digital transformation programme to improve accessibility and the quality of services it offers.
Central to this programme has been the migration to a new cloud-based contact centre solution, Genesys Cloud. As well as overseeing the implementation of this new platform, IPI has helped MSI Reproductive Choices maximise its investment in the solution, introducing new tools such as speech and sentiment analytics, which derive insights to ensure ongoing service improvement. IPI also helped migrate to the webchat messenger function on MSI Reproductive Choices’ website, allowing clients to access expert advice without having to speak to an agent.
“We are hugely proud of the services we offer at MSI Reproductive Choices UK and are fully committed to making them as accessible as possible to our clients,” said Steph Canavan, Executive Director of Digital Transformation at MSI Reproductive Choices. “IPI understood this need perfectly and has provided us with invaluable expert advice and tools to enhance how we empathetically and efficiently connect with clients.”
Genesys Cloud has also enabled MSI Reproductive Choices UK to modernise its workforce management and offer hybrid working to all its agents, nurses and other core roles regardless of their location. Today, 86% of contact centre agents work from home at least some of the time, making it easier to recruit and retain these highly trained personnel, as well as to achieve significant organisational savings.
“We began this transformation by providing MSI Reproductive Choices UK with a clear roadmap to show our technology recommendations and what differences these would make to clients and their agents,” said Rob Gibbons, Head of Client Management at IPI. “We are delighted to see how quickly Genesys Cloud has significantly improved client experience, agent tools, and quality assurance.”
IPI’s partnership with MSI Reproductive Choices has brought the essential health service recognition at this year’s UK National Contact Centre Awards, where it won a silver award.
Agents will soon have access to the Genesys’ Tempo App, through which they can schedule work hours to suit their needs from various devices.