By challenge › Adoption
A new contact centre your agents choose to use, shaped with them before it's built.A new contact centre your agents choose to use, shaped with them before it's built.
Agents and team leads help decide what goes on their screen, then the platform reaches them in stages, starting with two channels, and each stage feels familiar before the next one begins.
Agents and team leads help decide what goes on their screen, then the platform reaches them in stages, starting with two channels, and each stage feels familiar before the next one begins.
Agents and team leads help decide what goes on their screen, then the platform reaches them in stages, starting with two channels, and each stage feels familiar before the next one begins.
Agents keep using a screen that saves them time on each call.Agents keep using a screen that saves them time on each call.
One screen for each call
One screen for each call
Notes, history and the customer record sit together on the desktop agents use all day.
Notes, history and the customer record sit together on the desktop agents use all day.
Changes arrive in stages
Changes arrive in stages
Two channels go first, and the next phase follows once the team is comfortable.
Two channels go first, and the next phase follows once the team is comfortable.
Built from the team’s own calls
Built from the team’s own calls
Agents and team leads shape the screens around the contacts they handle.
Agents and team leads shape the screens around the contacts they handle.
Freed time with a plan
Freed time with a plan
Hours that automation frees are planned into complex cases and outreach before launch.
Hours that automation frees are planned into complex cases and outreach before launch.
Four parts of every rollout, built in from the first screen design.Four parts of every rollout, built in from the first screen design.
Your contact centre team helps shape each part, and the numbers each week show how much of the new platform is in use.
Your contact centre team helps shape each part, and the numbers each week show how much of the new platform is in use.
Your contact centre team helps shape each part, and the numbers each week show how much of the new platform is in use.
The time MAIA frees goes to the cases that need a person.
The time MAIA frees goes to the cases that need a person.
The time MAIA frees goes to the cases that need a person.
Routine questions like balances and bookings move to MAIA, and the hours your team gets back are planned into complex and vulnerable cases and calls to customers before they need to ring.
Routine questions like balances and bookings move to MAIA, and the hours your team gets back are planned into complex and vulnerable cases and calls to customers before they need to ring.
Routine questions like balances and bookings move to MAIA, and the hours your team gets back are planned into complex and vulnerable cases and calls to customers before they need to ring.
Results from teams on Ciptex, with 24/7 support after go-live.Results from teams on Ciptex, with 24/7 support after go-live.
How the rollout works for agents and team leads.How the rollout works for agents and team leads.
The questions contact centre managers ask most about involving agents and support after go-live.
The questions contact centre managers ask most about involving agents and support after go-live.
No. Sprint gets two channels live first, usually voice and WhatsApp. Your team gets comfortable with them, then the next phase follows, so nothing changes overnight.
Because your agents and team leads shape it before it's built, it rolls out in stages, and everything they need sits on one screen. People keep using tools that make their job easier.
No. The time automation frees goes back into the work that needs a person: complex and vulnerable cases, reaching customers before they call, and keeping and growing accounts.
The support desk is open 24/7, and the setup keeps improving as your team learns what works. Customers rate Ciptex support 95% for satisfaction.
No. The platform connects to the CRM you already use, so your team keeps the records they know.
No. Sprint gets two channels live first, usually voice and WhatsApp. Your team gets comfortable with them, then the next phase follows, so nothing changes overnight.
Because your agents and team leads shape it before it's built, it rolls out in stages, and everything they need sits on one screen. People keep using tools that make their job easier.
No. The time automation frees goes back into the work that needs a person: complex and vulnerable cases, reaching customers before they call, and keeping and growing accounts.
The support desk is open 24/7, and the setup keeps improving as your team learns what works. Customers rate Ciptex support 95% for satisfaction.
No. The platform connects to the CRM you already use, so your team keeps the records they know.
What organisations measured once their teams moved across.What organisations measured once their teams moved across.
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 study