Industries › Healthcare and public sector
Public services people can reach without the long wait.Public services people can reach without the long wait.
People get answers by phone, SMS, webchat or WhatsApp at any time of day, and anyone who needs extra support reaches a trained adviser with their details already on screen.
People get answers by phone, SMS, webchat or WhatsApp at any time of day, and anyone who needs extra support reaches a trained adviser with their details already on screen.
People get answers by phone, SMS, webchat or WhatsApp at any time of day, and anyone who needs extra support reaches a trained adviser with their details already on screen.
Cancelled slots go to the next person on the waiting list.Cancelled slots go to the next person on the waiting list.
Reminders, rebooking and waiting lists run by text, so diaries stay full and phone lines stay clear.
Reminders, rebooking and waiting lists run by text, so diaries stay full and phone lines stay clear.
Reminders, rebooking and waiting lists run by text, so diaries stay full and phone lines stay clear.
People who need extra support reach the right person in seconds.
People who need extra support reach the right person in seconds.
People who need extra support reach the right person in seconds.
MAIA picks up the signs in what people say on calls and chats and brings in an adviser, with the conversation so far already on screen.
MAIA picks up the signs in what people say on calls and chats and brings in an adviser, with the conversation so far already on screen.
MAIA picks up the signs in what people say on calls and chats and brings in an adviser, with the conversation so far already on screen.
Spotted in what people say
Spotted in what people say
With an adviser in seconds
With an adviser in seconds
Never asked to repeat their story
Never asked to repeat their story
Meet the standards a public service is held to on every call and message.Meet the standards a public service is held to on every call and message.
Reachable on every channel
Reachable on every channel
Phone, SMS, webchat and WhatsApp, for people who can’t or won’t call.
Phone, SMS, webchat and WhatsApp, for people who can’t or won’t call.
Open when people need you
Open when people need you
MAIA answers out of hours and books the callback.
MAIA answers out of hours and books the callback.
Every conversation on record
Every conversation on record
Calls, chats and texts searchable in one place for complaints and audits.
Calls, chats and texts searchable in one place for complaints and audits.
Card payments off the call
Ciptex Pay keeps card details out of recordings. PCI DSS 4.0 compliant.
Card payments off the call
Ciptex Pay keeps card details out of recordings. PCI DSS 4.0 compliant.
Safeguarding built in
Safeguarding built in
Flags travel with the person between teams.
Flags travel with the person between teams.
Costs you can plan
Costs you can plan
Fixed G-Cloud pricing, published up front.
Fixed G-Cloud pricing, published up front.
Advice and public service teams already run on Ciptex.Advice and public service teams already run on Ciptex.
Callers 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 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 studyOne 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 studyBuy through G-Cloud 15 with the certifications your procurement team checks.Buy through G-Cloud 15 with the certifications your procurement team checks.
G-Cloud 15
G-Cloud 15
A ready route to buy through the Crown Commercial Service framework.
A ready route to buy through the Crown Commercial Service framework.
Cyber Essentials Plus
Cyber Essentials Plus
Independently tested and certified security.
Independently tested and certified security.
Twilio Gold Partner
Twilio Gold Partner
A Twilio partner since 2021.
A Twilio partner since 2021.
30+ RACE plugins
30+ RACE plugins
Extend Twilio Flex without custom builds.
Extend Twilio Flex without custom builds.
Trusted by teams at
DWP
DWP
Natural Resources Wales
Natural Resources Wales
Citizens Advice
Citizens Advice
University of York
University of York
Questions health and public sector teams ask about their contact centre.Questions health and public sector teams ask about their contact centre.
Can we buy Ciptex through G-Cloud?
Yes. Ciptex is listed on G-Cloud 15 through the Crown Commercial Service, with fixed pricing published up front, and you can buy through a framework you already use.