Industries › Utilities
Every customer gets a clear answer first time, on any channel.Every customer gets a clear answer first time, on any channel.
MAIA answers account, billing and payment questions by phone, SMS, webchat and WhatsApp, and passes anyone who needs a person to your team with the full history on screen.
MAIA answers account, billing and payment questions by phone, SMS, webchat and WhatsApp, and passes anyone who needs a person to your team with the full history on screen.
MAIA answers account, billing and payment questions by phone, SMS, webchat and WhatsApp, and passes anyone who needs a person to your team with the full history on screen.
Everyday account questions get answered in the first message.Everyday account questions get answered in the first message.
Usage, tariffs, payment plans and engineer visits are handled by text, chat or WhatsApp, and anything that needs a person goes to your team with the details attached.
Usage, tariffs, payment plans and engineer visits are handled by text, chat or WhatsApp, and anything that needs a person goes to your team with the details attached.
Usage, tariffs, payment plans and engineer visits are handled by text, chat or WhatsApp, and anything that needs a person goes to your team with the details attached.
Bills explained from the meter
Bills explained from the meter
Customers ask why a bill went up and MAIA answers with their own smart meter readings, any time, on any channel.
Customers ask why a bill went up and MAIA answers with their own smart meter readings, any time, on any channel.
Payments without card numbers on the line
Payments without card numbers on the line
Ciptex Pay takes the card on the keypad during the call, so agents never see or hear it and you stay out of PCI scope.
Ciptex Pay takes the card on the keypad during the call, so agents never see or hear it and you stay out of PCI scope.
Plans people can keep to
Plans people can keep to
Your team agrees an affordable payment plan on the call, and a text reminder goes out before each payment.
Your team agrees an affordable payment plan on the call, and a text reminder goes out before each payment.
Visits that happen first time
Visits that happen first time
Customers confirm, track and rebook engineer visits by text, so engineers arrive when someone is home.
Customers confirm, track and rebook engineer visits by text, so engineers arrive when someone is home.
Households on the Priority Services Register reach a trained adviser first.
Households on the Priority Services Register reach a trained adviser first.
Households on the Priority Services Register reach a trained adviser first.
MAIA checks each contact against the register and routes people who rely on power or water straight to an adviser, with their needs already on screen.
MAIA checks each contact against the register and routes people who rely on power or water straight to an adviser, with their needs already on screen.
MAIA checks each contact against the register and routes people who rely on power or water straight to an adviser, with their needs already on screen.
Answer Ofgem and Ofwat reviews with each conversation already on record.Answer Ofgem and Ofwat reviews with each conversation already on record.
Calls, texts and chats are saved against the customer and searchable by customer or complaint, and evidence for a review takes minutes to pull together.
Calls, texts and chats are saved against the customer and searchable by customer or complaint, and evidence for a review takes minutes to pull together.
Calls, texts and chats are saved against the customer and searchable by customer or complaint, and evidence for a review takes minutes to pull together.
Fair on every channel
Fair on every channel
The same help by phone, text, chat or WhatsApp.
The same help by phone, text, chat or WhatsApp.
Vulnerability recorded once
Vulnerability recorded once
Flagged once and shared with every team.
Flagged once and shared with every team.
Full history for every customer
Full history for every customer
Find any call or chat by customer or date.
Find any call or chat by customer or date.
Complaints in one queue
Complaints in one queue
Spotted, routed and closed on time.
Spotted, routed and closed on time.
Certified for the card payments and customer data your team handles every day.Certified for the card payments and customer data your team handles every day.
Industry awards
30+
30+
30+
Including CCUK 2025
Including CCUK 2025
Twilio partner level
Gold
Gold
Gold
Since 2021
Since 2021
RACE plugins
30+
30+
30+
Ready to switch on
Ready to switch on
Ciptex Pay
PCI DSS 4.0
PCI DSS 4.0
PCI DSS 4.0
Cards kept out of scope
Cards kept out of scope
Cyber Essentials Plus
Certified
Certified
Certified
Independently audited
Independently audited
Teams that handle bills, debt and payment plans already run on Ciptex.Teams that handle bills, debt and payment plans 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 studyQuestions energy and water teams ask about their contact centre.Questions energy and water teams ask about their contact centre.
Can MAIA answer questions about bills and smart meter readings?
Yes. Connected to your billing system, MAIA reads the customer's account and meter data and explains a bill change in plain words by phone, SMS, webchat or WhatsApp. Anything it can't answer goes to an agent with the conversation so far on screen.