AI-powered customer engagement that grows with your organisationAI-powered customer engagement that grows with your organisation
AI-powered customer engagement that grows with your organisationAI-powered customer engagement that grows with your organisation
New channels and workflows switch on from ready-made plugins as your teams and volumes grow, with AI integrated where you want it. Your platform is designed around your organisation and introduced in stages alongside the systems you already run.
New channels and workflows switch on from ready-made plugins as your teams and volumes grow, with AI integrated where you want it. Your platform is designed around your organisation and introduced in stages alongside the systems you already run.
New channels and workflows switch on from ready-made plugins as your teams and volumes grow, with AI integrated where you want it. Your platform is designed around your organisation and introduced in stages alongside the systems you already run.
The change you ask for on Monday, live on your platform by Friday.The change you ask for on Monday, live on your platform by Friday.
A review of what you run today comes first, then a platform built from proven templates.A review of what you run today comes first, then a platform built from proven templates.
Five channels in one agent workspace, with the customer's history beside each one.Five channels in one agent workspace, with the customer's history beside each one.
Calls, texts, emails, chats and social messages are routed by the same rules, so an agent picking up a WhatsApp message can see last week’s call.
Calls, texts, emails, chats and social messages are routed by the same rules, so an agent picking up a WhatsApp message can see last week’s call.
Calls, texts, emails, chats and social messages are routed by the same rules, so an agent picking up a WhatsApp message can see last week’s call.
Voice
Voice
Voice
Calls routed to the right agent, recorded, and watched live by supervisors.
Calls routed to the right agent, recorded, and watched live by supervisors.
Calls routed to the right agent, recorded, and watched live by supervisors.
Intent-based routing: calls reach the right agent first time, matched on history and skill.
Intent-based routing: calls reach the right agent first time, matched on history and skill.
Recording and quality: Advanced Call Recording for compliance, coaching and dispute resolution.
Recording and quality: Advanced Call Recording for compliance, coaching and dispute resolution.
Live visibility: real-time queue and agent stats that supervisors can act on while the peak is still happening.
Live visibility: real-time queue and agent stats that supervisors can act on while the peak is still happening.
SMS and RCS
SMS and RCS
SMS and RCS
Inbound and outbound, with branded rich messaging on RCS.
Inbound and outbound, with branded rich messaging on RCS.
Inbound and outbound, with branded rich messaging on RCS.
Proactive outbound: reminders, repair updates and payment prompts sent before the customer has to chase.
Proactive outbound: reminders, repair updates and payment prompts sent before the customer has to chase.
RCS rich messaging: branded, verified messages with images, buttons and booking flows in the thread.
RCS rich messaging: branded, verified messages with images, buttons and booking flows in the thread.
Two-way: a customer replies to a reminder and reaches an agent in the same thread.
Two-way: a customer replies to a reminder and reaches an agent in the same thread.
Emails reach your agents already sorted by AI, with the routine ones answered for them.
Emails reach your agents already sorted by AI, with the routine ones answered for them.
Emails reach your agents already sorted by AI, with the routine ones answered for them.
Queued like a call: each email is routed and prioritised against your SLAs, with nothing left sitting in a shared inbox.
Queued like a call: each email is routed and prioritised against your SLAs, with nothing left sitting in a shared inbox.
AI triage: MAIA reads each email, answers the routine ones and tags the rest by topic and urgency.
AI triage: MAIA reads each email, answers the routine ones and tags the rest by topic and urgency.
SLA timers: agents and supervisors can see how long each email has been waiting.
SLA timers: agents and supervisors can see how long each email has been waiting.
Webchat and AI chat
Webchat and AI chat
Webchat and AI chat
Chat on your website, answered by MAIA or an agent.
Chat on your website, answered by MAIA or an agent.
Chat on your website, answered by MAIA or an agent.
RACE Conversations: webchat built for your site, carrying page and journey context into the chat.
RACE Conversations: webchat built for your site, carrying page and journey context into the chat.
Out of hours: MAIA keeps answering routine questions after the team has gone home.
Out of hours: MAIA keeps answering routine questions after the team has gone home.
Enquiry capture: chat turns an anonymous visit into a conversation your team can follow up.
Enquiry capture: chat turns an anonymous visit into a conversation your team can follow up.
Social media and WhatsApp
Social media and WhatsApp
Social media and WhatsApp
Answer customers on the apps they already message you from.
Answer customers on the apps they already message you from.
Answer customers on the apps they already message you from.
One queue: WhatsApp, Messenger, Instagram and X are routed to the same agents as calls and email.
One queue: WhatsApp, Messenger, Instagram and X are routed to the same agents as calls and email.
An owner for every message: each DM is assigned to someone and nothing sits unanswered over a weekend.
An owner for every message: each DM is assigned to someone and nothing sits unanswered over a weekend.
Public to private: move a comment into a private thread before it turns into a review.
Public to private: move a comment into a private thread before it turns into a review.
When volumes spike
Ready for your busiest day.
More agents on when the queue grows.
Bring in another team or site as demand rises, and calls are shared across all of them.
Routine questions taken by MAIA.
Order updates and rebookings are handled automatically, leaving agents free for the calls that need a person.
Payments without card data.
Customers type card details on a keypad your agents never hear, under PCI DSS 4.0.
Every site's queue on one live board.
Supervisors see waits and agents at each site as the day runs, and move people where the queue is growing.
Car dealerships and charities already running on Ciptex.Car dealerships and charities already running on Ciptex.
One customer history in front of 6,000 employees, at the contact centre and in the showrooms.
Vertu Motors' showrooms and contact centre now share one customer record, so website visits, emails and calls are in front of whoever picks up next.
Read the case studyFace-to-face debt advice kept going through lockdown, across 55 London advice centres.
When COVID-19 closed the centres overnight, advisers from 21 partner charities moved to calls, webchat, WhatsApp and video from home, all in one place.
Read the case studyHousing advice for people at risk of homelessness, from 22 offices on one platform.
Shelter advised more than 31,000 households in 2023. The next phase adds a chatbot that sorts enquiries, so advisers can focus on emergency and highest priority cases.
Read the case studyCallers choose Welsh or English at the first menu, and team leaders see each queue as it happens.
Citizens Advice Cardiff & Vale takes thousands of enquiries a month, many from people in vulnerable situations. Managers now plan staffing from live reports, with the spreadsheets retired.
Read the case studyWhat the move involves, and who supports your platform once it's live.What the move involves, and who supports your platform once it's live.
The questions IT, finance and operations ask before a move, from card data to what happens when MAIA can’t answer.
The questions IT, finance and operations ask before a move, from card data to what happens when MAIA can’t answer.
The questions IT, finance and operations ask before a move, from card data to what happens when MAIA can’t answer.
See your queues and channels running on your own platform before anything changes.
See your queues and channels running on your own platform before anything changes.
See your queues and channels running on your own platform before anything changes.
The demo starts with your current set-up and shows how your queues, channels and AI would work on a platform designed around your organisation.
The demo starts with your current set-up and shows how your queues, channels and AI would work on a platform designed around your organisation.
The demo starts with your current set-up and shows how your queues, channels and AI would work on a platform designed around your organisation.