By challenge › Data
One customer record for your contact centre, with every touchpoint visible.One customer record for your contact centre, with every touchpoint visible.
Each call, chat and email lands on the customer’s record in the CRM you already use, and each person on your team sees the part of it their role needs.
Each call, chat and email lands on the customer’s record in the CRM you already use, and each person on your team sees the part of it their role needs.
Each call, chat and email lands on the customer’s record in the CRM you already use, and each person on your team sees the part of it their role needs.
Agents answer from one screen with the whole customer history on it.Agents answer from one screen with the whole customer history on it.
The record pulls in the CRM, billing and past conversations, so the agent who picks up can answer without asking the customer to start again.
The record pulls in the CRM, billing and past conversations, so the agent who picks up can answer without asking the customer to start again.
The record pulls in the CRM, billing and past conversations, so the agent who picks up can answer without asking the customer to start again.
Customers explain things once, whoever picks up
Customers explain things once, whoever picks up
One screen holds the answer to each question
One screen holds the answer to each question
Vulnerability notes reach every team that needs them
Vulnerability notes reach every team that needs them
Each change to the record is logged for audits
Each change to the record is logged for audits
How a conversation reaches the record in the CRM you already run.How a conversation reaches the record in the CRM you already run.
Each role sees its own view of the record, and card numbers are never stored.
Each role sees its own view of the record, and card numbers are never stored.
Each role sees its own view of the record, and card numbers are never stored.
Conversations are kept on record for complaints and audits, and Ciptex Pay takes card details on the customer’s keypad so they never reach your systems.
Conversations are kept on record for complaints and audits, and Ciptex Pay takes card details on the customer’s keypad so they never reach your systems.
Conversations are kept on record for complaints and audits, and Ciptex Pay takes card details on the customer’s keypad so they never reach your systems.
Card payments to PCI DSS 4.0 and security audited every year.Card payments to PCI DSS 4.0 and security audited every year.
Your data protection and procurement teams can check each one before the first conversation moves across.
Your data protection and procurement teams can check each one before the first conversation moves across.
Your data protection and procurement teams can check each one before the first conversation moves across.
PCI DSS 4.0
PCI DSS 4.0
Ciptex Pay keeps card numbers off the call and out of your systems.
Ciptex Pay keeps card numbers off the call and out of your systems.
Cyber Essentials Plus
Cyber Essentials Plus
Independently audited security, renewed every year.
Independently audited security, renewed every year.
G-Cloud 15
G-Cloud 15
A ready route to buy through the Crown Commercial Service.
A ready route to buy through the Crown Commercial Service.
Twilio Gold Partner
Twilio Gold Partner
Gold since 2021.
Gold since 2021.
Where the data lives and who can see it.Where the data lives and who can see it.
How the systems you run today connect to one record, with each role seeing its own part.
How the systems you run today connect to one record, with each role seeing its own part.
No. The platform connects to the CRM you already use, such as Salesforce, so conversations land on the records your teams work from.
Conversations run on Twilio Flex and write to your own systems. What is stored where is agreed with your data protection team, and card numbers are never stored at all.
Ciptex Pay takes the card on the customer's keypad during the call. Agents never see or hear it and it never reaches your recordings, so the contact centre stays out of PCI scope.
Yes. Each role gets its own view: agents see the customer in front of them, team leads see the queue, compliance sees recordings and the audit trail.
Sprint gets two channels live first, joined to your CRM, then the rest follow in stages, so your team is never without a working system.
No. The platform connects to the CRM you already use, such as Salesforce, so conversations land on the records your teams work from.
Conversations run on Twilio Flex and write to your own systems. What is stored where is agreed with your data protection team, and card numbers are never stored at all.
Ciptex Pay takes the card on the customer's keypad during the call. Agents never see or hear it and it never reaches your recordings, so the contact centre stays out of PCI scope.
Yes. Each role gets its own view: agents see the customer in front of them, team leads see the queue, compliance sees recordings and the audit trail.
Sprint gets two channels live first, joined to your CRM, then the rest follow in stages, so your team is never without a working system.
Numbers from four organisations on one joined-up platform.Numbers from four organisations on one joined-up platform.
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