By challenge › Technology
Modernise your contact centre around your current systems, with features ready to switch on.Modernise your contact centre around your current systems, with features ready to switch on.
A review of your current set-up sorts each system into keep, extend or replace, and RACE plugins add the missing pieces, like webchat in the phone queue, without a custom build.
A review of your current set-up sorts each system into keep, extend or replace, and RACE plugins add the missing pieces, like webchat in the phone queue, without a custom build.
A review of your current set-up sorts each system into keep, extend or replace, and RACE plugins add the missing pieces, like webchat in the phone queue, without a custom build.
New channels and call flows switched on from your own platform.New channels and call flows switched on from your own platform.
The four jobs that usually wait on a vendor become changes your team can request and sign off.
The four jobs that usually wait on a vendor become changes your team can request and sign off.
The four jobs that usually wait on a vendor become changes your team can request and sign off.
Changes switched on in days
Adding a channel or changing a call flow comes from a ready-made plugin.
Changes switched on in days
Adding a channel or changing a call flow comes from a ready-made plugin.
Voice in the cloud
Calls move off ageing on-premise kit onto a platform that’s maintained for you.
Voice in the cloud
Calls move off ageing on-premise kit onto a platform that’s maintained for you.
Channels in one queue
Phone, webchat and email arrive in one queue with a shared history.
Channels in one queue
Phone, webchat and email arrive in one queue with a shared history.
Live reporting
Team leads see the day’s numbers on a live dashboard.
Live reporting
Team leads see the day’s numbers on a live dashboard.
Four steps from the review to a platform that keeps improving.Four steps from the review to a platform that keeps improving.
Each step runs alongside the systems you have today, so calls keep coming in while the platform changes.
Each step runs alongside the systems you have today, so calls keep coming in while the platform changes.
Each step runs alongside the systems you have today, so calls keep coming in while the platform changes.
Step 1
A review of what you run
A review of what you run
A review of what you run
Each system you run is sorted into keep, extend or replace, with reasons. Most of what you have usually stays.
Each system you run is sorted into keep, extend or replace, with reasons. Most of what you have usually stays.
Step 2
Extend it with RACE plugins
Extend it with RACE plugins
Extend it with RACE plugins
30+ ready-made plugins add what your operation needs, such as queue management or call recording, with no custom development to wait for.
30+ ready-made plugins add what your operation needs, such as queue management or call recording, with no custom development to wait for.
Step 3
Two channels live with Sprint
Two channels live with Sprint
Two channels live with Sprint
Two channels, such as voice and WhatsApp, are live from day one. The rest follows in stages, at a pace your team is comfortable with.
Two channels, such as voice and WhatsApp, are live from day one. The rest follows in stages, at a pace your team is comfortable with.
Step 4
Reviews after go-live
Reviews after go-live
Reviews after go-live
24/7 support and regular reviews keep the platform improving after go-live, one change at a time.
24/7 support and regular reviews keep the platform improving after go-live, one change at a time.
Switch on what your operation needs in days.
Switch on what your operation needs in days.
Switch on what your operation needs in days.
Pick from 30+ ready-made RACE plugins and switch them on, from overflow queues to call recording, with nothing custom to build.
Pick from 30+ ready-made RACE plugins and switch them on, from overflow queues to call recording, with nothing custom to build.
Pick from 30+ ready-made RACE plugins and switch them on, from overflow queues to call recording, with nothing custom to build.
What a change in days looked like for Debt Free Advice.What a change in days looked like for Debt Free Advice.
Debt Free Advice
55 advice centres
55 advice centres
55 advice centres
deployed in days, so the charity could keep helping 24,000+ Londoners a year with financial advice.
deployed in days, so the charity could keep helping 24,000+ Londoners a year with financial advice.
deployed in days, so the charity could keep helping 24,000+ Londoners a year with financial advice.
Twilio Gold partner since 2021
Twilio Gold partner since 2021
Team certified on Twilio’s AI
Team certified on Twilio’s AI
30+ RACE plugins
30+ RACE plugins
Ready to switch on, no custom builds
Ready to switch on, no custom builds
Sprint
Sprint
Two channels live from day one
Two channels live from day one
What happens to your CRM and phone system when you move.What happens to your CRM and phone system when you move.
Which systems you keep, and how plugins fill the gaps around them.
Which systems you keep, and how plugins fill the gaps around them.
Which systems you keep, and how plugins fill the gaps around them.
No. Twilio Flex connects to the CRM you already use, such as Salesforce, so customer records stay where they are and agents see them alongside every call and message.
That part is extended and the rest stays. RACE plugins add the missing pieces, such as webchat in the same queue or proactive SMS, without a new build.
With Sprint, two channels are live from day one. The rest follows in stages, at a pace that suits your team.
Ciptex Pay works with 30+ payment gateways and takes card payments to PCI DSS 4.0 without replacing the systems you have.
Ciptex does, with 24/7 support and regular reviews. Customers rate Ciptex support 95% for satisfaction, and Ciptex has been a Twilio Gold partner since 2021.
No. Twilio Flex connects to the CRM you already use, such as Salesforce, so customer records stay where they are and agents see them alongside every call and message.
That part is extended and the rest stays. RACE plugins add the missing pieces, such as webchat in the same queue or proactive SMS, without a new build.
With Sprint, two channels are live from day one. The rest follows in stages, at a pace that suits your team.
Ciptex Pay works with 30+ payment gateways and takes card payments to PCI DSS 4.0 without replacing the systems you have.
Ciptex does, with 24/7 support and regular reviews. Customers rate Ciptex support 95% for satisfaction, and Ciptex has been a Twilio Gold partner since 2021.
Four organisations that changed platform, and what it did for them.Four organisations that changed platform, and what it did for them.
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