New technology and increased client expectations place ever more demand on customer service. The release of GPT-3 in 2020 revolutionised natural language processing, while the pandemic that year boosted the uptake of video conferencing. The GenAI chatbot from OpenAI hit the headlines in 2022 -This speed of progress continues in 2024 with multiple releases of […]

The Ciptex approach to solution deployment. At Ciptex, we develop, implement and support contact centre solutions that allow any organisation to engage their customers with fluent, effortless conversations at every touch point. This article explores the strategic choices in product delivery and solutions architecture, emphasising the importance of aligning technology implementation with organisational priorities. It […]

By Martin Hill Wilson Introduction Which would you choose? Infrastructure that is pre-integrated and guaranteed to perform. Or one that is assembled from the most suitable components given particular customer needs? At the heart of this discussion is a choice we are all familiar with. Imagine yourself at the end of a busy day figuring […]

Contact Centre Customer Service with AI The customer service sector is currently seeing a huge shift, with Artificial Intelligence (AI). At Ciptex we continue to lead the way in using AI to transform the contact centre experience, aligning with Gartner’s forecast of a £80 billion decrease in agent labour expenses by 2026. Recognising the transformative potential of […]

Introduction The current fascination with Generative AI indicates the long arc of AI’s progress has now burst into public consciousness and debate. As such, the world of customer service and customer experience is now flooded with enthusiastic descriptions of the latest ‘thing that will change everything’. Of that we have no doubt given the long […]

The Challenges Faced by Housing Association in 2023 These are difficult times for Housing Associations. They are challenged to meet the Tenant Satisfaction Measures posed by government compliance targets while facing spiralling costs out of sync with increased rental opportunities. They are burdened by bad press highlighting the lows of the industry while striving to […]

It’s never been more important for businesses to be able to deliver meaningful, personalised experiences to their customers. Major developments in digital and connected engagements have reshaped the expectations of customers, who now demand you give them personalised experiences that meet their needs as standard – as we discussed in another of our blogs. Traditionally, […]

Contact Centres? Communications Platforms? Why not the best of both? Customer engagement is critical for modern businesses to get ahead of their competitors, but doing so effectively is rarely straightforward. Recent years have seen two different approaches for cloud-based customer engagement emerge – Contact Centre-as-a-Service (CCaaS), and Communications Platform-as-a-Service (CPaaS). Both approaches offer their own […]

It’s never been more important for organisations to deliver great customer experience – 56% of customers say they’ll stop doing business with a company after a bad digital interaction. Despite this, making the necessary changes to improve the experience organisations offer their customers often gets put off, with prevailing attitudes being that the necessary solutions […]

Here’s 8 contact centre trends you’ll want to hop on The last few years have (understandably) led to major shake-ups in the world of contact centres. But as your customers seek to engage you on channels of their choice and communicate with lofty expectations on speed and quality of their interaction, the need for innovation […]

The Benefits of Automatic Speech Recognition for Secure Payment Solutions In today’s increasingly digital world, secure payment services are essential for consumers and businesses alike. Unfortunately, traditional security measures such as passwords and PINs are becoming increasingly vulnerable. As such, companies are turning to automatic speech recognition (ASR) as a new way to authenticate users […]

It’s never been more important for organisations to deliver great customer experience – 56% of customers say they’ll stop doing business with a company after a bad digital interaction. Despite this, making the necessary changes to improve customer experience often gets put off, with prevailing attitudes being that the necessary solutions are too expensive, take […]