By team › Contact centre
See every queue in your contact centre live, and move agents between channels in a click.See every queue in your contact centre live, and move agents between channels in a click.
Calls, webchat, WhatsApp and email queues sit side by side, each with its answer time against target, so your team leaders can move agents to the busiest channel and watch the wait come down on the same screen.
Calls, webchat, WhatsApp and email queues sit side by side, each with its answer time against target, so your team leaders can move agents to the busiest channel and watch the wait come down on the same screen.
Calls, webchat, WhatsApp and email queues sit side by side, each with its answer time against target, so your team leaders can move agents to the busiest channel and watch the wait come down on the same screen.
Follow a contact from the first ring to the recording your QA team scores.Follow a contact from the first ring to the recording your QA team scores.
Scroll through one contact to see who it reaches, what the agent sees when it connects, how the customer pays and where the recording ends up.
Scroll through one contact to see who it reaches, what the agent sees when it connects, how the customer pays and where the recording ends up.
Scroll through one contact to see who it reaches, what the agent sees when it connects, how the customer pays and where the recording ends up.
Routed
Reaches the right person first time
Reaches the right person first time
Reaches the right person first time
Calls, chats, WhatsApp and email share one set of routing rules, matched by skill, language and priority.
Calls, chats, WhatsApp and email share one set of routing rules, matched by skill, language and priority.
Answered
Answered with the customer's record already open
Answered with the customer's record already open
Answered with the customer's record already open
Your agent sees past calls, emails and orders as the call connects and starts from what the customer has already said.
Your agent sees past calls, emails and orders as the call connects and starts from what the customer has already said.
Paid
Paid by keypad, mid-call
Paid by keypad, mid-call
Paid by keypad, mid-call
Customers type their card number on the keypad while your agent stays on the line, and Ciptex Pay keeps the details out of your PCI scope.
Customers type their card number on the keypad while your agent stays on the line, and Ciptex Pay keeps the details out of your PCI scope.
Reviewed
Recorded and searchable
Recorded and searchable
Recorded and searchable
Calls are recorded and can be found by customer or agent when a quality check or complaint needs it.
Calls are recorded and can be found by customer or agent when a quality check or complaint needs it.
Seven tools down to one screen.
Seven tools down to one screen.
Seven tools down to one screen.
Phone, inbox, webchat, CRM, knowledge base, payments and the wallboard sit in four panes on one agent screen, so new starters learn one system and agents keep their attention on the customer.
Phone, inbox, webchat, CRM, knowledge base, payments and the wallboard sit in four panes on one agent screen, so new starters learn one system and agents keep their attention on the customer.
Phone, inbox, webchat, CRM, knowledge base, payments and the wallboard sit in four panes on one agent screen, so new starters learn one system and agents keep their attention on the customer.
Help an agent mid-call, with a note only they can see.Help an agent mid-call, with a note only they can see.
Live conversations sit on the team leader's screen. They can listen in, send the agent a private note or join the call and hand it back. Coaching happens while the call is still running.
Live conversations sit on the team leader's screen. They can listen in, send the agent a private note or join the call and hand it back. Coaching happens while the call is still running.
Live conversations sit on the team leader's screen. They can listen in, send the agent a private note or join the call and hand it back. Coaching happens while the call is still running.
Listen in live
Listen in live
Any call, any channel, as it happens.
Any call, any channel, as it happens.
Send a private note
Send a private note
Advice appears on the agent's screen mid-call.
Advice appears on the agent's screen mid-call.
Join the call
Join the call
Take part, then hand it back to the agent.
Take part, then hand it back to the agent.
Ten times more successful customer outcomes at Vertu Motors, with support that runs 24/7.Ten times more successful customer outcomes at Vertu Motors, with support that runs 24/7.
How much training agents need, and how the platform copes with peak days.How much training agents need, and how the platform copes with peak days.
How long does it take to train agents on a new contact centre platform?
Less than most teams expect, because agents work from one screen with the customer's history already open. Ciptex trains your team leaders first, and they coach the rest of the floor.
How long does it take to train agents on a new contact centre platform?
Less than most teams expect, because agents work from one screen with the customer's history already open. Ciptex trains your team leaders first, and they coach the rest of the floor.
Car retail, debt advice, housing and public services already run their contact centres on it.Car retail, debt advice, housing and public services already run their contact centres on it.
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