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Twilio Flex starter packs, extensions and integrations

Our Products

Our products power end-to-end customer engagement

It’s more important now than ever before to ensure that you deliver an excellent experience to your customers – whether they’re calling a helpline, reaching out over a messaging app, or need a face-to-face with a customer services agent through video chat. Our RACE family of products are approved extensions for Twilio Flex, helping you optimise customer engagement – inside your contact centre and beyond to any touchpoint that’s important to your customer’s journey. Together we empower your agents and enable your business to deliver memorable experiences to your customers at scale.

Twilio provides the technology platform for a world-class contact centre

Twilio Flex gives you the ability to support telephony, SMS, WhatsApp, Messenger, Video, and WebChat on a single platform, so your contact centre can manage the entire customer experience from a single user interface. Flex also enables you to streamline your customer engagement process with intelligent routing and workflows, tailored to the precise needs of your business.

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Ciptex RACE Accelerators: Twilio Flex Starter packs create a fast track to success

Ciptex RACE Accelerators dramatically reduce the time it takes to deploy a contact centre solution – helping you get operational in days, rather than months.

A series of industry-specific Twilio Flex templates overcome many of the design challenges involved in building a bespoke contact centre solution from scratch. We give you all the tools you need to meet the needs of your business, and your customers.

Perform Multiple Tasks in One Place through the Ciptex Single-Pane View

Our single pane view solution provides a unified display that presents data from multiple sources in a customisable and easy-to-interpret format.

With guided actions that dictate the next step, your agents and sales representatives can perform multiple tasks in one place. At the same time, the display reacts automatically to the next phase of the customer journey, ensuring that opportunities for more sales and better service are not lost.

Get the big picture, streamline your operations and give your customers a more responsive and personalised service.

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The world’s most flexible Cloud Contact Centre Solution

Build bespoke applications on a single omnichannel platform

Let lose the potential of your customer experience teams, and allow them to sell more and service better. The Flex Contact Centre Solution predicts the agents’ data needs and places the information on the screen just as they need it.

The world’s number one Customer Data Platfrom (CDP)

Know your customers personally with insights built on living data.

Your CRM is a great system of record, but it doesn’t tell your customers’ entire story. Revolutionise your customer experience with real-time data unification. Pull in multiple sources of data onto your agents’ one-pane view. Push-out clean, filtered and secure information to data-hungry systems. Feed Customer AI, Marketing Segmentation and your Data Warehouse with quality customer profiles.

Ciptex Race Extensions: enhance your Twilio environment

Ciptex RACE Extensions are a family of enhancements to Twilio Flex that broaden the capabilities of the core platform to further optimise workflows and contact centre efficiencies.

Call Centre Management

Fast Cloud deployment, industry-specific workflows, configured by wizards. Manage agents’ roles, permissions, and skills with templates…

Omnichannel Engagement

Linked conversations through the channel of the consumers choice; voice, video, web chat, WhatsApp, Facebook, Kiosks, or mobile App.

Customer Experience

Tailored IVR, quick answers through chatbot, multilingual, omnichannel communication, vulnerable customer guidance, zero wait time…

Intelligent Routing

Agent skills directory, route the call to the right queue and the right agent…

Queue Management

Opening times and exceptions, graphical queue prompt management, queue position and wait times and call-back options…

Reporting & Analytics

Full Business Intelligence solution, FCA Consumer Duty Outcomes, real-time resource analysis, wait times, satisfaction scoring, polls and feedback.

Integration and Open APIs

Zoho, Twilio Segment, Microsoft Teams, Zendesk, Hubspot, multiple voice carriers, speech analytics…

PCI & Data Compliance

FCA Consumer Duty, WCAG 2.1AA compliant, secure card payment with DTMF suppression, data sovereignty in the cloud.

Ciptex RACE Integrations: connect Twilio with all your critical apps

Building on the versatility provided by Twilio Flex, our RACE Integrations connect your contact centre with the other critical apps your business relies on to create a more complete view of the customer.

Whether you’re using Salesforce, Zendesk, Microsoft Dynamics, Zoho or a range of other apps, we’ll plug it into your Twilio Flex solution, bringing everything into a single pane of glass. Utilising ready-made APIs, Ciptex RACE integrations help you enrich your customer communication, and ensure that RACE functions as an extension of your organisation and works the same way you do.

Our Partners

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Ciptex products add value

Single-Pane View

No longer go to four places to do one thing – do four things in one place. It’s a win – win! Customers are satisfied on one call. Productivity improves.

Unlock the Power of your data

Be 100% sure you target prospects with the right sales messages through the right channels. Our automated customer segmentation and revenue attribution models suggest winning marketing strategies for your organisation based on facts.

Unlock the value of omnichannel

Reach and recognise customers at any phase in the customer journey and let them choose the channel of communication that suits them best. Twilio Flex allows you to support email, voice, SMS, WhatsApp, Messenger, video, and WebChat on a single platform. So your contact centre can manage the entire customer experience from a single user interface.

Flexibility at speed

Capitalise on all the benefits of the world’s most flexible contact centre solution in a fraction of the time. RACE delivers a completely customised implementation live in less time than an out-of-the-box alternative.

Turn customer service into a competitive advantage

Differentiate your business from competitors by consistently providing excellent customer service to create a loyal customer base.

Vertically aligned, perfectly matched

Connect your solution with the challenges and engagement experience most important to your marketplace, and ensure you meet the specific needs of your business and customers.

See how Ciptex contact centre solutions have helped businesses like yours?

We work with some of the most innovative technology brands to help deliver great customer experiences:

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