Solutions

Solutions

Ciptex can provide a bespoke suite of telecoms services for almost any application. Here are our core three solutions groupings, visit each to see the typical modules employed for each solution:

Contact Centres

Ciptex provides a full featured contact centre platform for companies who need the functionality of leading solutions combined with the flexibility to pay for capacity when you need it and at a fraction of the cost of traditional on-premise solutions.

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Modules

  • Provides all the information an agent needs from various systems into a single screen. Brings together a set of information from your different IT systems such as call centre applications, scripts, knowledge bases and business systems.
  • Send out an SMS or Voice message to multiple customers or other groups simultaneously. Can be used in multiple ways e.g. surveys, alerts, compliance
  • Record Inbound and Outbound calls and enable supervisor access for Quality Management purposes. Payment Card Industry (PCI) Compliant solution, which hides personal data using controls embedded into the campaign script
  • Route Inbound Calls and other Contacts (e.g. Chat, Email) to the most appropriate agent. Routing can be linked to the IVR, or based on rules such as Skills Type, Customer Priority Tier, Longest Idle Agent, Round Robin or other criteria
  • Ciptex Anywhere allows home based workers or Contact Centre Agents to be connected to your Corporate network and to the Ciptex platform. Enables homeworkers to access the same features as office based workers
  • Suite of connectors which allow rapid integration with package and bespoke CRM and other IT Systems. Backed up by our Professional Services team who have extensive experience in integrating with customers’ IT systems.
  • Outbound dialler to make calls automatically, using numbers taken from a CRM system or dialling list. Different dialling modes are available including: Preview Dialling (Click to Call), Power Dialling, Predictive Dialling.
  • Inbound and Outbound multimedia features covering Email, WebChat and SMS. Inbound Email and SMS are handled in the same way as inbound caller interactions, and so are queued and routed to agents in the same way as calls. WebChat allows agents to be associated with web campaigns and allow multiple chats to be handled concurrently.
  • End to End Management of all Ciptex and 3rd party vendor parts of the Ciptex service. Provide a single SLA for your service, not a series of multiple vendor SLAs.
  • Ciptex Anywhere allows home based workers or Contact Centre Agents to be connected to your Corporate network and to the Ciptex platform. Enables homeworkers to access the same features as office based workers.
  • Business Telephony system that enables IP Telephony on your network. Provides a range of calling features.
  • Automate and / or Route Inbound Calls by allowing customers to select an option using either their keypad or voice.
  • Change the presented “Caller Id” number to be a specific number rather than a generic “08xx” number or “Number Withheld”.
  • Secure private MPLS cloud linking your sites and the Ciptex Data Centres. Global connectivity capability and over a range of connections including Satellite, Global MPLS, Tier 1 Internet Links
  • Real-time, historic and business intelligence reporting capabilities across all channels. Proprietary Ciptex Summary Dashboard in addition to standard reporting
  • Scripting tools and knowledge bases for agents
  • End to End Service Monitoring, comprising monitoring of individual service components and end the overall service quality. Includes proprietary Ciptex MOS Voice Quality Monitoring (Mean Opinion Score)
  • Integrates your IP Telephony, Internet and PSTN Telephony solutions. Enables IP Telephony to link with the Public Telephony network (PSTN).
  • Variety of Softphones, Headsets and Handsets for offices and Contact Centre Agents.
  • Global connectivity capability and has delivered voice services over a range of connections; including Satellite, Global MPLS, Tier 1 Internet Links
  • Scheduling tools to manage contact centre agents. Schedule staff to make best use of skills-based routing and multi-skilled agents, in both call only and multimedia environments.

Businesses

Ciptex provides a suite of hosted communications solutions for offices of every size including phones, mobile integration, numbering, conference calling, video conferencing and networking solutions including WiFi.

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Modules

  • Analogue phone line presentation to support legacy devices including Credit Card Payment terminals (PDQ)
  • Ciptex Anywhere allows home based workers or Contact Centre Agents to be connected to your Corporate network and to the Ciptex platform. Enables homeworkers to access the same features as office based workers
  • Multi-party conference calls
  • End to End Management of all Ciptex and 3rd party vendor parts of the Ciptex service. Provide a single SLA for your service, not a series of multiple vendor SLAs.
  • Ciptex Anywhere allows home based workers or Contact Centre Agents to be connected to your Corporate network and to the Ciptex platform. Enables homeworkers to access the same features as office based workers.
  • Virtual desktops, providing secure cloud based desktops and applications.
  • Business Telephony system that enables IP Telephony on your network. Provides a range of calling features.
  • Ciptex can design, implement and manage an integrated voice and data LAN as part of the service. Save costs by saving on equipment costs with one port per desk
  • UK and International numbering.
  • Secure private MPLS cloud linking your sites and the Ciptex Data Centres. Global connectivity capability and over a range of connections including Satellite, Global MPLS, Tier 1 Internet Links
  • Get an up to date view on you calling traffic.
  • End to End Service Monitoring, comprising monitoring of individual service components and end the overall service quality. Includes proprietary Ciptex MOS Voice Quality Monitoring (Mean Opinion Score)
  • Integrates your IP Telephony, Internet and PSTN Telephony solutions. Enables IP Telephony to link with the Public Telephony network (PSTN).
  • Variety of Softphones, Headsets and Handsets for offices and Contact Centre Agents.
  • Integration of multiple communications services into a single service with common access and features. Enables productivity improvements through faster access to information
  • Desktop and Dedicated video conferencing
  • Secure Cloud based voicemail service
  • Global connectivity capability and has delivered voice services over a range of connections; including Satellite, Global MPLS, Tier 1 Internet Links
  • Secure WiFi for voice and data

Communications Powered Processes

As companies and organisations look for new ways to serve their customers and to grow, they are continually seeking ways to improve their business processes. Ciptex is helping such businesses every day.

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Modules

  • PCI compliant balance checks and payments to allow customers to check account balances and / or make payments in a totally automated way
  • Send out an SMS or Voice message to multiple customers or other groups simultaneously. Can be used in multiple ways e.g. surveys, alerts, compliance
  • Ciptex Anywhere allows home based workers or Contact Centre Agents to be connected to your Corporate network and to the Ciptex platform. Enables homeworkers to access the same features as office based workers
  • Send messages to customers or employees to confirm appointments, deliveries, receipts of messages etc. Allow customers to respond via SMS or Voice.
  • Inbound and Outbound multimedia features covering Email, WebChat and SMS. Inbound Email and SMS are handled in the same way as inbound caller interactions, and so are queued and routed to agents in the same way as calls. WebChat allows agents to be associated with web campaigns and allow multiple chats to be handled concurrently.
  • End to End Management of all Ciptex and 3rd party vendor parts of the Ciptex service. Provide a single SLA for your service, not a series of multiple vendor SLAs.
  • Business Telephony system that enables IP Telephony on your network. Provides a range of calling features.
  • Secure private MPLS cloud linking your sites and the Ciptex Data Centres. Global connectivity capability and over a range of connections including Satellite, Global MPLS, Tier 1 Internet Links
  • Send messages to customers, reminding them of upcoming appointments or events.
  • End to End Service Monitoring, comprising monitoring of individual service components and end the overall service quality. Includes proprietary Ciptex MOS Voice Quality Monitoring (Mean Opinion Score)
  • Integrates your IP Telephony, Internet and PSTN Telephony solutions. Enables IP Telephony to link with the Public Telephony network (PSTN).
  • Convert speech to text, for multiple uses e.g. easier integration into business processes, improve accessibility etc.
  • Automated surveys for customer satisfaction which allow voice, SMS or DTMF responses. Automated filtering of results to generate reports.
  • Global connectivity capability and has delivered voice services over a range of connections; including Satellite, Global MPLS, Tier 1 Internet Links


All Ciptex solutions are supported by:

Ciptex Service Manager

Service Management

Service Management

Service Monitoring

Service Monitoring

Ciptex Connect

Private Cloud

Private Cloud

Wide Area Networking (WAN)

Wide Area Networking (WAN)

Ciptex Anywhere

Ciptex Anywhere

SIP Gateways

SIP Gateways

IP PBX

IP PBX