Power end-to-end customer engagement with Ciptex
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 building blocks for a world-class contact centre
Twilio Flex gives you the ability 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. Flex also enables you to streamline your customer engagement process with intelligent routing and workflows, tailored to the precise needs of your business.
RACE Accelerators: the faster path 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.
RACE Extensions: take your environment further
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.
Fast Cloud deployment, industry-specific workflows, configured by wizards. Manage agents’ roles, permissions, and skills with templates…
Linked conversations through the channel of the consumers choice; voice, video, web chat, WhatsApp, Facebook, Kiosks, or mobile App.
Tailored IVR, quick answers through chatbot, multilingual, omnichannel communication, vulnerable customer guidance, zero wait time…
Agent skills directory, route the call to the right queue and the right agent…
Opening times and exceptions, graphical queue prompt management, queue position and wait times and call-back options…
Full Business Intelligence solution, FCA Consumer Duty Outcomes, real-time resource analysis, wait times, satisfaction scoring, polls and feedback.
Zoho, Twilio Segment, Microsoft Teams, Zendesk, Hubspot, multiple voice carriers, speech analytics…
FCA Consumer Duty, WCAG 2.1AA compliant, secure card payment with DTMF suppression, data sovereignty in the cloud.
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
Benefits
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.
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.
Differentiate your business from competitors by consistently providing excellent customer service to create a loyal customer base.
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.
Want to see how Ciptex contact centre solutions have helped businesses like yours?
“Ciptex are smart, hardworking, professional people who have created a quality outcome that helps us connect people in financial need with our counselors who can help them.”
“The model we’ve implemented, our customers tell us they can’t believe how easy it is, and we’re delighted to have been able to build a simple solution to a complex problem that’s delivered clear value. As we look ahead to what may come in the next year, it’s clear that, whatever happens, the great strides we’ve made create solid foundations on which we will continue to build.”
“Since the service has been in use, Debt Free Advice has facilitated over 4,700 conversations with clients; this could not have been achieved if Debt Free Advice were not using Ciptex RACE.”
We work with some of the most innovative technology brands to help deliver great customer experiences:
Learn about Ciptex product development, Twilio enhancements and new implementations.