Services › Cloud contact centre transformation
Move your whole contact centre to the cloud, one stage at a time.Move your whole contact centre to the cloud, one stage at a time.
We design your new platform around your organisation and bring it in alongside the systems you already run. First channels go live in days and the rest follows within weeks, so your customers and agents never face a cutover day.
We design your new platform around your organisation and bring it in alongside the systems you already run. First channels go live in days and the rest follows within weeks, so your customers and agents never face a cutover day.
We design your new platform around your organisation and bring it in alongside the systems you already run. First channels go live in days and the rest follows within weeks, so your customers and agents never face a cutover day.
Since 2012 · 30+ awards · G-Cloud 15 · Cyber Essentials Plus
Four stages, each signed off before the next begins.Four stages, each signed off before the next begins.
Your current platform keeps taking contacts until each part of the new one has been tested with your own teams.
Your current platform keeps taking contacts until each part of the new one has been tested with your own teams.
Your current platform keeps taking contacts until each part of the new one has been tested with your own teams.
We map how your contact centre runs today.
We map your call flows, queues, channels, integrations and reports as they run today, and agree with you what moves first.
Everything your contact centre does today, moved and accounted for.Everything your contact centre does today, moved and accounted for.
Nothing is left behind on the old platform by accident, because the review lists every flow, number and report before the build starts.
Nothing is left behind on the old platform by accident, because the review lists every flow, number and report before the build starts.
Nothing is left behind on the old platform by accident, because the review lists every flow, number and report before the build starts.
No cutover weekend, because both platforms run side by side.
No cutover weekend, because both platforms run side by side.
No cutover weekend, because both platforms run side by side.
Most migrations go wrong on the day everything switches at once. We remove that day. Contacts move across a channel or a team at a time, and each stage can be paused or rolled back without customers noticing.
Most migrations go wrong on the day everything switches at once. We remove that day. Contacts move across a channel or a team at a time, and each stage can be paused or rolled back without customers noticing.
Most migrations go wrong on the day everything switches at once. We remove that day. Contacts move across a channel or a team at a time, and each stage can be paused or rolled back without customers noticing.
Run side by side
Run side by side
Old and new platforms take contacts together until each stage is signed off.
Old and new platforms take contacts together until each stage is signed off.
Signed off by your teams
Signed off by your teams
Your IT and security teams review access, data handling and integrations before go-live. We hold Cyber Essentials Plus and supply through G-Cloud 15.
Your IT and security teams review access, data handling and integrations before go-live. We hold Cyber Essentials Plus and supply through G-Cloud 15.
Agents ready first
Agents ready first
Agents and supervisors are trained on their own queues before their stage goes live.
Agents and supervisors are trained on their own queues before their stage goes live.
The same team stays with you after the last stage is live.The same team stays with you after the last stage is live.
The people who built your platform are the ones who support and change it.
The people who built your platform are the ones who support and change it.
The people who built your platform are the ones who support and change it.
24/7 UK support
24/7 UK support
Our UK team supports your platform around the clock, with 95% support satisfaction.
Our UK team supports your platform around the clock, with 95% support satisfaction.
New capabilities from plugins
New capabilities from plugins
New capabilities are switched on from 30+ ready-made RACE plugins, usually in days.
New capabilities are switched on from 30+ ready-made RACE plugins, usually in days.
Regular reviews
Regular reviews
We review with you what your customers are contacting you about, and what to change next.
We review with you what your customers are contacting you about, and what to change next.
Start with two channels, or plan the whole move.Start with two channels, or plan the whole move.
Both routes end at the same platform. The difference is how much you move at the start.
Both routes end at the same platform. The difference is how much you move at the start.
Both routes end at the same platform. The difference is how much you move at the start.
Sprint
Sprint
Two channels of your choice live fast, configured with RACE plugins. A good fit when you need results on one team or one line of contact first.
Two channels of your choice live fast, configured with RACE plugins. A good fit when you need results on one team or one line of contact first.
Cloud contact centre transformation
Cloud contact centre transformation
Every channel, team and site planned from the start and moved in stages. A good fit when the current platform is being retired or a contract is ending.
Every channel, team and site planned from the start and moved in stages. A good fit when the current platform is being retired or a contract is ending.
A Sprint deployment can grow into a full transformation later without rebuilding what is already live.
A Sprint deployment can grow into a full transformation later without rebuilding what is already live.
Questions teams ask us about moving platforms.Questions teams ask us about moving platforms.
What a move involves, how long it takes and what happens to the systems you already run.
What a move involves, how long it takes and what happens to the systems you already run.
What a move involves, how long it takes and what happens to the systems you already run.
First channels are usually live in days. The full platform follows within weeks, depending on how many channels, teams and integrations are in scope. We agree the stages and dates with you after the review.
Customers keep the same numbers and contact routes. Agents move a team at a time, after training on their own queues, while the current platform keeps running beside the new one.
No. The platform is built to work with the CRM, payment gateways and line-of-business systems you already run.
Twilio Flex, configured with Ciptex RACE plugins. We have been a Twilio partner since 2012 and Gold since 2021, the UK's longest-standing.
Sprint gets two channels live fast. A transformation plans and moves the whole contact centre. Many customers start with Sprint and continue into the full move.
Our UK team supports the platform 24/7 and makes changes with you as your organisation changes.
The platform behind conversations that can't go wrong.The platform behind conversations that can't go wrong.
Face-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 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 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 studyCallers 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 study