List of IPI Cloud AI Customers
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United Kingdom
Since 2010, our global team of researchers has been studying IPI Cloud AI customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased IPI Cloud AI for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using IPI Cloud AI for Customer Experience include: Co-op, a United Kingdom based Retail organisation with 65000 employees and revenues of $14.50 billion, Ageas UK, a United Kingdom based Insurance organisation with 2600 employees and revenues of $835.0 million, Northern Ireland Water United Kingdom, a United Kingdom based Utilities organisation with 1035 employees and revenues of $694.0 million, Liberata, a United Kingdom based Professional Services organisation with 1180 employees and revenues of $94.0 million and many others.
Contact us if you need a completed and verified list of companies using IPI Cloud AI, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The IPI Cloud AI customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Ageas UK | Insurance | 2600 | $835M | United Kingdom | IP Integration | IPI Cloud AI | Customer Experience | 2020 | n/a | In 2020, Ageas UK implemented IPI Cloud AI to advance its Customer Experience capability within UK contact centres, engaging IP Integration as the delivery partner to collaborate on configuration and operational rollout. The IPI Cloud AI deployment concentrated on augmenting contact centre workflows and providing customers with expanded channel choice, including pathways to the insurer's self-service online account where appropriate. The implementation delivered conversational AI and virtual assistant led self-service capabilities, automating straightforward customer activity and routine enquiries so contact centre consultants could focus on higher complexity interactions. Configuration work centered on automated response flows, channel handoffs to online account self-service, and scripting to support consultant-assisted escalations within the Customer Experience domain. The solution was provisioned as a cloud-first IPI Cloud AI architecture integrated into Ageas UK contact centre operations and the insurer online account pathway to orchestrate channel transitions and reduce manual handling of basic transactions. Operational coverage targeted Ageas UK contact centre consultants and the highly skilled contact centre team, centralizing routine enquiry handling across voice and digital channels while preserving consultant intervention for complex cases. Governance and rollout followed a collaborative model between Ageas UK business stakeholders and IP Integration, with iterative configuration cycles and operational handoffs to contact centre teams. Ageas reported that the deployment met expectations, praised IP Integration as an excellent partner, noted increased channel choice and more customers moving to self-service online accounts where appropriate, and stated it is continuing to explore new uses for IPI Cloud AI across its contact and highly skilled contact centre teams. | |
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Co-op | Retail | 65000 | $14.5B | United Kingdom | IP Integration | IPI Cloud AI | Customer Experience | 2020 | n/a | In 2020 Co-op implemented IPI Cloud AI in a Customer Experience deployment for its contact centre together with IP Integration. The deployment used Genesys Cloud as the cloud contact centre platform to enable rapid remote working during the COVID-19 pandemic, sustaining continuity of service for members and improving operational visibility. The implementation configured core contact centre capabilities typical of the Customer Experience category, including omnichannel routing, agent desktop provisioning, cloud telephony provisioning and real-time operational dashboards, leveraging IPI Cloud AI alongside inferred ElasticCX modules. Configuration work emphasized remote agent enablement, centralized queuing and workforce visibility to align member-facing workflows with cloud orchestration and AI-driven contact handling. Operational coverage focused on Co-op’s member service contact centre operations and agent teams, with rollout governance oriented toward rapid deployment, centralized monitoring and staged agent onboarding coordinated by IP Integration and Co-op operational leads. The engagement was formally recognized with a Co-op Partner award, indicating vendor alignment and program visibility within Co-op partner governance frameworks. | |
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Liberata | Professional Services | 1180 | $94M | United Kingdom | IP Integration | IPI Cloud AI | Customer Experience | 2022 | n/a | In 2022 Liberata implemented IPI Cloud AI within its Customer Experience environment. The deployment integrated IPI Cloud AI into Liberata's Genesys contact centre environment across the United Kingdom, delivered in partnership with IP Integration. The engagement focused on embedding AI-driven voice automation and workforce management capabilities as platform-level components inside the contact centre stack. IPI Cloud AI was positioned to operate alongside Genesys routing and telephony services to support live voice interactions and agent orchestration. The implementation included voice bot modules for conversational automation and a workforce management module for scheduling, adherence, and forecasting aligned to contact centre workflows. Voice bots were configured for call triage, automated resolution and scripted escalation paths to human agents, while the WFM capability supported shift planning, real-time adherence monitoring and intraday adjustments. Configuration work emphasized conversational AI model tuning, escalation rules and synchronization of WFM schedules with agent states. Integrations were executed with the Genesys telephony and routing layer to enable CTI signaling, session handoff and unified interaction routing between bots and live agents. The solution operated within the Genesys/IPI ecosystem to preserve existing queuing and routing logic and to feed operational states into workforce management processes. Operational scope covered contact centre operations, customer service teams and workforce planning across Liberata's UK sites. Governance blended contact centre operations, quality and workforce planning ownership with a phased rollout across queues and agent groups, and included agent training and updated escalation procedures for vulnerable customers. Outcomes reported included improved customer satisfaction and measurable gains, including a 28 percent improvement in vulnerable-customer resolution attributed to the IPI Cloud AI voice bot and WFM integration. Costs and risk details were not specified. | |
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Utilities | 1035 | $694M | United Kingdom | IP Integration | IPI Cloud AI | Customer Experience | 2020 | n/a |
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