By team › IT and digital
Clear your contact centre's change backlog, with plugins live in days.Clear your contact centre's change backlog, with plugins live in days.
New features switch on from 30+ RACE plugins and connect to the CRM and ticketing tools you already run, so most changes are configuration your team can review and sign off.
New features switch on from 30+ RACE plugins and connect to the CRM and ticketing tools you already run, so most changes are configuration your team can review and sign off.
New features switch on from 30+ RACE plugins and connect to the CRM and ticketing tools you already run, so most changes are configuration your team can review and sign off.
Connect your CRM and ticketing to one record on the agent's screen.Connect your CRM and ticketing to one record on the agent's screen.
Your team decides what connects, and the links are built and tested before the first channel goes live.
Your team decides what connects, and the links are built and tested before the first channel goes live.
Your team decides what connects, and the links are built and tested before the first channel goes live.
Keep your CRM
Keep your CRM
Most organisations keep their CRM and existing tools.
Most organisations keep their CRM and existing tools.
One record for every agent
One record for every agent
Customer history from each system on one screen.
Customer history from each system on one screen.
Features from 30+ plugins
Features from 30+ plugins
Switched on from a plugin, with no custom code.
Switched on from a plugin, with no custom code.
Card data never touches your systems.
Card data never touches your systems.
Card data never touches your systems.
Ciptex Pay takes payments by keypad on the call, so card details stay out of your contact centre and out of PCI scope.
Ciptex Pay takes payments by keypad on the call, so card details stay out of your contact centre and out of PCI scope.
Ciptex Pay takes payments by keypad on the call, so card details stay out of your contact centre and out of PCI scope.
Masked keypad payments
Masked keypad payments
The customer types, your agent hears nothing.
The customer types, your agent hears nothing.
Tokens for repeat payments
Tokens for repeat payments
Keep a token on file, never the card.
Keep a token on file, never the card.
Refunds without card details
Refunds without card details
Refund straight back to the original payment.
Refund straight back to the original payment.
24/7 support from the engineers who built your platform.24/7 support from the engineers who built your platform.
Customers rate the support at 95%, and regular reviews after go-live look at what to change next, with your team deciding what goes ahead.
Customers rate the support at 95%, and regular reviews after go-live look at what to change next, with your team deciding what goes ahead.
Customers rate the support at 95%, and regular reviews after go-live look at what to change next, with your team deciding what goes ahead.
The certifications behind the platform, from PCI DSS 4.0 to G-Cloud 15.The certifications behind the platform, from PCI DSS 4.0 to G-Cloud 15.
How the platform connects, and who supports it after go-live.How the platform connects, and who supports it after go-live.
How does it connect to our systems?
Twilio Flex connects to CRMs, ticketing and data tools, and RACE plugins add common connections without custom development. We review your stack first and tell you what connects as it is.
How does it connect to our systems?
Twilio Flex connects to CRMs, ticketing and data tools, and RACE plugins add common connections without custom development. We review your stack first and tell you what connects as it is.
Four organisations, each on a platform built from the same templates.Four organisations, each on a platform built from the same templates.
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