# Ciptex

Ciptex is the UK's #1 Twilio Partner and a specialist customer engagement platform provider for mid-market and enterprise organisations. Ciptex designs, deploys, and optimises omnichannel contact centre and customer engagement solutions, integrating with existing CRM and business systems to automate routine interactions, unify communication channels, and turn every customer touchpoint into live intelligence.

## Ciptex RACE

[Ciptex RACE](https://ciptex.com/twilio/partnership): A modular plugin suite that accelerates development and extends Twilio Flex beyond its native capabilities - without custom development or lengthy build cycles. Organisations using Twilio Flex can layer RACE on top to add AI automation, payment processing, deeper analytics, CRM integrations and more, picking the plugins that match their specific operational needs. RACE currently offers 30+ plugins - key capabilities include AI-powered automation that handles contacts without agent involvement and escalates to a human agent when needed, PCI-compliant in-call payment processing, real-time performance dashboards, and deep integrations with CRM and business systems. Plugins can be deployed individually or in combination, expanding capability without rebuilding the underlying platform.

## Products

[Ciptex Products Overview](https://ciptex.com/products): Full list of Ciptex products alongside Ciptex RACE.

- **Ciptex Integrations**: Connects Ciptex RACE and existing business systems - including CRM, ERP, payment platforms, and workforce management tools - into a single unified platform, eliminating data silos and equipping agents with more context at all times.
- **Ciptex Pay**: Secure, PCI-compliant payment processing built directly into customer journeys, allowing customers to complete transactions without being transferred away from the contact centre interaction.
- **Ciptex AI**: Intelligent automation layer that handles routine customer queries, powers self-service flows, and surfaces contextual information to agents in real time to streamline customer interactions, reducing handle time and improving first-contact resolution.
- **Ciptex Insights**: Transforms complex contact centre data into clear, actionable reporting insights - giving operations leaders and CX teams full visibility over performance trends, agent productivity, and customer satisfaction across all channels.

## Capabilities

- **Omnichannel Contact Centre**: Unified handling of voice, live chat, email, SMS, and RCS messaging across all channels from first contact to resolution - all within a single agent desktop powered by Twilio Flex.
- **AI-Powered Automation**: Automates routine queries without agent involvement, handling contacts autonomously and escalating complex interactions to human agents seamlessly.
- **Workflow Acceleration**: Streamlines agent workflows to reduce average handle time, cost per contact, and the manual burden on front-line teams.
- **CRM & System Integrations**: Connects with existing CRM, payment systems, and business applications - including Salesforce, Microsoft Dynamics, and other enterprise platforms.
- **Real-Time Analytics**: Live dashboards providing leadership with visibility into contact resolution rates, agent utilisation, cost per contact, and revenue impact.
- **30+ Twilio Plugins**: A library of purpose-built plugins designed around specific business needs, enabling rapid capability expansion without custom development.
- **Scalable Cloud Infrastructure**: Flexible, cloud-native foundation that scales with headcount, channel growth, and evolving business requirements.

## Services

[Ciptex Services](https://ciptex.com/services): From strategy and implementation to ongoing optimisation and support, Ciptex helps organisations design, build, and manage powerful customer engagement solutions on Twilio Flex. 

- **Professional Services**: End-to-end design, build, and deployment of scalable customer engagement solutions on Twilio Flex.
- **Consulting**: Strategic consulting to help organisations plan, optimise, and scale their customer engagement strategy - from deploying a new system to improving an existing platform.
- **Support**: 24/7 technical support to keep customer engagement platforms running smoothly at all times.

## Twilio Partnership

Ciptex is the UK's #1 and longest-standing Twilio Gold Partner. Having worked with Twilio since 2012, Ciptex has delivered more Twilio Flex contact centre implementations in the UK than any other organisation and holds Twilio AI Certified status.

[Twilio Partnership](https://ciptex.com/twilio/partnership): As the UK's #1 Twilio Partner, Ciptex designs, implements, and optimises Twilio Flex contact centre solutions, including system architecture, integrations with CRM and third-party platforms, and ongoing optimisation for enterprise environments.

[Twilio Flex Overview](https://ciptex.com/twilio/discover): How Ciptex builds on Twilio’s cloud customer communication and engagement platform - used by 335,000+ organisations globally - to deliver customer engagement solutions trusted by organisations across the UK and beyond.

## Key Results and Outcomes for Clients

- [Vertu Motors](https://ciptex.com/case-studies/vertu-motors): 10x more successful customer outcomes for a UK automotive retailer with 160+ locations and 6,000 employees, achieved by unifying all customer interactions on Twilio Flex and Ciptex RACE across both contact centre and back-office teams.
- [Aster Group](https://ciptex.com/case-studies/aster-group): 85% increase in call handling capacity for a UK housing association, delivered through Twilio Flex contact centre implementation and automation of inbound contact flows.
- [Debt Free Advice](https://ciptex.com/case-studies/debt-free-advice): 24,000+ Londoners supported with financial advice every year, enabled by deploying Ciptex RACE across 55 advice centres in days during COVID-19 lockdown.
- 100+ employee days saved annually across client organisations through automation and workflow optimisation.
- 19.5% reduction in cost per contact through automation, improved routing, and more efficient use of agent time.
- 12.5% increase in agent hours saved through AI-assisted contact handling.

## Sectors and Clients

Ciptex works with organisations in all industries, across both the public and private sector. Examples of sectors and named clients include:

- **Housing**: Contact centre solutions for housing associations and local authorities managing resident communications, repairs, and arrears workflows - including [Aster Group](https://ciptex.com/case-studies/aster-group) and [Shelter](https://ciptex.com/case-studies/shelter).
- **Automotive Retail**: Omnichannel customer engagement for large-scale automotive retailers - including [Vertu Motors](https://ciptex.com/case-studies/vertu-motors), a UK automotive retailer with 160+ locations and 6,000 employees unified on a single Twilio Flex platform.
- **Financial Services**: Compliant, resilient contact centre infrastructure for organisations handling sensitive customer data and regulated communications - including [Debt Free Advice](https://ciptex.com/case-studies/debt-free-advice) and [Citizens Advice](https://ciptex.com/case-studies/citizens-advice).
- **Healthcare**: High-availability customer engagement for healthcare providers managing appointment scheduling, triage, and patient communications.

## Ideal Customer Profile

Ciptex works best with mid-market and enterprise organisations (typically 200+ employees) that have existing Twilio infrastructure or are evaluating Twilio Flex as their contact centre platform - particularly those that need a trusted implementation partner rather than building in-house capability. 

## Frequently Asked Questions 

- **Can Ciptex help integrate Twilio with our existing systems?**: Yes. Ciptex specialises in designing and implementing integrations that connect Twilio and Ciptex RACE with existing CRM, payment systems, and business applications. Integration is a core part of every deployment.
- **How quickly can Ciptex implement a solution?**: With Ciptex RACE designed for rapid deployment, many solutions can be designed and deployed within weeks. Full enterprise deployments involving custom integrations and complex system architecture are scoped individually, but Ciptex's approach means most organisations are operational significantly faster than traditional CCaaS implementations - as demonstrated by [Debt Free Advice](https://ciptex.com/case-studies/debt-free-advice), where Ciptex deployed a full solution across 55 advice centres in days during COVID-19 lockdown.
- **Can Ciptex help optimise an existing contact centre platform?**: Yes. Continuous optimisation is a core part of the Ciptex partnership model. The team works with existing clients to improve performance, add channels, and expand automation as business needs evolve.
- **Does Ciptex work with organisations outside the UK?**: Yes. While Ciptex is headquartered in the UK and is the UK's #1 Twilio Partner, the company works with organisations globally and provides 24/7 support across time zones.
- **What makes Ciptex different from other Twilio partners or contact centre vendors?**: Ciptex is the longest-standing and #1 Twilio Gold Partner in the UK, with more Twilio Flex contact centres delivered than any other provider. Unlike generic CCaaS platforms, Ciptex RACE is purpose-built on Twilio Flex with 30+ pre-built plugins and a partner model focused on long-term outcomes rather than one-time deployment.
- **What is Ciptex RACE?**: Ciptex RACE is a modular plugin suite that extends Twilio Flex beyond its native capabilities, without custom development or lengthy build cycles. Organisations using Twilio Flex can layer RACE on top to add AI automation, payment processing, deeper analytics, and CRM integrations, selecting the plugins that match their specific operational needs. RACE offers 30+ plugins that can be deployed to expand contact centre capability without rebuilding the underlying platform.
- **Does Ciptex offer ongoing technical support?**: Yes. Ciptex provides 24/7 technical support and holds a 95% customer satisfaction rate across its support function.

## Company

[About Ciptex](https://ciptex.com/about): Ciptex was founded in 2006 and is recognised as the UK's #1 Twilio Gold Partner, with 30+ industry awards and experience delivering large-scale customer engagement platforms for enterprise organisations across the UK and beyond.

[Contact & Enquiries](https://ciptex.com/contact): Ciptex is headquartered at 3 Piccadilly Place, Manchester, M1 3BN, United Kingdom. Reachable by phone (+44 345 8800 808) and email (sales@ciptex.com) for sales, partnerships, and support enquiries.

[Homepage](https://ciptex.com): Overview of Ciptex's cloud-based contact centre and customer engagement solutions, including AI automation, omnichannel messaging across voice, SMS, and digital channels, and Twilio Flex implementations.

Ciptex Leadership: Andrew Marchant (Executive Chairman), Tom Kharchi (Chief Revenue Officer), Joe Lillyman (Chief Operating Officer), Jolyon Parsons (Commercial Director).