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.
Improve Business Objectives
Lower transaction costs
Target specific objectives e.g. fewer missed appointments, increased percentage of zero-touch transactions etc.
Improve Inbound and Outbound Customer Communications
Fast to Implement & Feature Rich
No on-site equipment requirements
Start / stop services at short notice
Easy to integrate with existing IT systems
Wide range of features including Interactive Voice Response (IVR), Text to Speech, Speech to Text, Email, SMS, Broadcast Messaging and Unified Communications.
Technology is a key enabler for process improvement. Communications Powered Processes (CPP) bring communications technology into the processes to deliver exceptional business results. This can be to improve the efficiency of existing processes, or to allow you to redesign your processes to take advantage of new ways working and new technology.
There are many examples of where CPP can dramatically improve business results in many industries:
Retail: Using Broadcast Messaging to contact thousands of customers simultaneously with alerts or product information, saving time and cost of contact
Logistics: Using IVR and Interactive Messaging to send out reminders about package deliveries, helping increase delivery completion rates and reducing the cost and inconvenience of multiple delivery visits
Financial Services: Using IVR to allow automated balance checks, verifications, payments and many other transactions, lowering transaction costs.
Customer Service: Using Automated Surveys to carry out Customer Surveys immediately after transaction completion, to provide timely, specific and measureable customer feedback at low cost
Healthcare: Using Broadcast Messaging, IVR and Interactive Messaging to send out appointment reminders with follow up verification, reducing the number of missed appointments
Field Sales & Service: Using Presence and Unified Communications to allow field based people to be easily contacted, reducing missed calls and improving efficiency
Ciptex’s suite of Communications Applications are designed to easily integrate with your systems and processes. Our team has experience of designing, running and using these technologies in many different industries to achieve real and significant business results.
Furthermore, as our solution is hosted in the Cloud, it can be deployed rapidly, meaning you can quickly trial a service at low cost to see just what the actual benefits are for your organisation.
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
Features: Multiple messages sent by voice or SMS; Real time view giving confirmation of who has seen the message; Multiple messages and contact lists; Option for customers to speak directly with an agent
Benefits: Reduce cost of customer contact; Speed of Multi-party customer contact
Ciptex Anywhere
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
Features: Agent telephony, included agent integrated desktop available; Multiple connection options depending on connectivity available and connection options
Benefits: Enable homeworking policies to lower cost and access additional resources; Provide Disaster Recovery / Business Continuity capability
Confirmations
Send messages to customers or employees to confirm appointments, deliveries, receipts of messages etc. Allow customers to respond via SMS or Voice.
Features: Fully automated and easily integrated with existing systems; Can use SMS, Voice and Email messages
Benefits: Reduce cost of customer contact; Reach large numbers of people quickly
Email / Chat / SMS
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.
Features: Email, Chat, SMS contact handling; Combined reporting with Call Reporting; Co-browsing for WebChat to allow access to customer’s screen for complex transactions
Benefits: Offer a wider set of contact options to your customers to increase satisfaction and ease of doing business; Increase agent productivity by combining Call and Multimedia positions
End to End Service Management
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.
Features: End to End SLA Management; Regular SLA reporting and reviews
Benefits: Simplified operational management; Rapid resolution of faults
IP PBX
Business Telephony system that enables IP Telephony on your network. Provides a range of calling features.
Features: Enables the IP Telephony solution for businesses and contact centres; Multiple features including extensions, Find Me/Follow Me, Voicemail, Mobile Phone Integration, Call Routing and many others
Benefits: Enable a range of telephony features; Lower cost of calling on internal network
Private Cloud
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
Features: Secure voice and data integrated WAN; Global connectivity and resilience through multiple carriers; Wide range of connection technologies
Benefits: Global connectivity; Lower cost by combining Voice and data; Multiple resilience options
Reminders
Send messages to customers, reminding them of upcoming appointments or events.
Features: Fully automated and easily integrated with existing systems; Can use SMS, Voice and Email messages
Benefits: Reduce number of missed appointments and “no-shows”; Lower cost of customer contact
Service Monitoring
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)
Features: Real Time End to End Service Monitoring; Voice Quality Monitoring
Benefits: Improved service quality; Rapid resolution of faults
SIP Gateways
Integrates your IP Telephony, Internet and PSTN Telephony solutions. Enables IP Telephony to link with the Public Telephony network (PSTN).
Features: Integrated with multiple carriers
Benefits: Enable a range of telephony features; Lower cost of calling on internal network
Speech to Text
Convert speech to text, for multiple uses e.g. easier integration into business processes, improve accessibility etc.
Features: Leading 3rd party speech to text products
Benefits: Reduce process costs; Faster response to queries; Improve Accessibility for Hearing Impaired Staff and Customers
Surveys & Feedback
Automated surveys for customer satisfaction which allow voice, SMS or DTMF responses. Automated filtering of results to generate reports.
Features: Automated pre-recorded questionnaires delivered via phone to mobiles and landlines; Actionable reports
Benefits: Improve Customer Satisfaction
Wide Area Network (WAN)
Global connectivity capability and has delivered voice services over a range of connections; including Satellite, Global MPLS, Tier 1 Internet Links
Features: Secure voice and data integrated WAN; Global connectivity through multiple carriers; Wide range of connection technologies including Fibre, Satellite, Broadband ADSL including high speed Annex M, EFM; Managed Cisco routers to support voice and data
Benefits: Global connectivity; Lower cost by combining Voice and data; Multiple resilience options
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.
Improve Business Objectives
Fast to Implement & Feature Rich
Case Studies
Financial Services
There are many examples of where CPP can dramatically improve business results in many industries:
Retail: Using Broadcast Messaging to contact thousands of customers simultaneously with alerts or product information, saving time and cost of contact
Logistics: Using IVR and Interactive Messaging to send out reminders about package deliveries, helping increase delivery completion rates and reducing the cost and inconvenience of multiple delivery visits
Financial Services: Using IVR to allow automated balance checks, verifications, payments and many other transactions, lowering transaction costs.
Customer Service: Using Automated Surveys to carry out Customer Surveys immediately after transaction completion, to provide timely, specific and measureable customer feedback at low cost
Healthcare: Using Broadcast Messaging, IVR and Interactive Messaging to send out appointment reminders with follow up verification, reducing the number of missed appointments
Field Sales & Service: Using Presence and Unified Communications to allow field based people to be easily contacted, reducing missed calls and improving efficiency
Ciptex’s suite of Communications Applications are designed to easily integrate with your systems and processes. Our team has experience of designing, running and using these technologies in many different industries to achieve real and significant business results.
Furthermore, as our solution is hosted in the Cloud, it can be deployed rapidly, meaning you can quickly trial a service at low cost to see just what the actual benefits are for your organisation.
Modules
Balance checks
PCI compliant balance checks and payments to allow customers to check account balances and / or make payments in a totally automated way
Features: Secure, PCI Compliant solution; Integrated with Contact Centre systems
Benefits: Lower cost of customer contact; Improve Customer Satisfaction; Improved Cashflow
Broadcast SMS / Voice
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
Features: Multiple messages sent by voice or SMS; Real time view giving confirmation of who has seen the message; Multiple messages and contact lists; Option for customers to speak directly with an agent
Benefits: Reduce cost of customer contact; Speed of Multi-party customer contact
Ciptex Anywhere
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
Features: Agent telephony, included agent integrated desktop available; Multiple connection options depending on connectivity available and connection options
Benefits: Enable homeworking policies to lower cost and access additional resources; Provide Disaster Recovery / Business Continuity capability
Confirmations
Send messages to customers or employees to confirm appointments, deliveries, receipts of messages etc. Allow customers to respond via SMS or Voice.
Features: Fully automated and easily integrated with existing systems; Can use SMS, Voice and Email messages
Benefits: Reduce cost of customer contact; Reach large numbers of people quickly
Email / Chat / SMS
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.
Features: Email, Chat, SMS contact handling; Combined reporting with Call Reporting; Co-browsing for WebChat to allow access to customer’s screen for complex transactions
Benefits: Offer a wider set of contact options to your customers to increase satisfaction and ease of doing business; Increase agent productivity by combining Call and Multimedia positions
End to End Service Management
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.
Features: End to End SLA Management; Regular SLA reporting and reviews
Benefits: Simplified operational management; Rapid resolution of faults
IP PBX
Business Telephony system that enables IP Telephony on your network. Provides a range of calling features.
Features: Enables the IP Telephony solution for businesses and contact centres; Multiple features including extensions, Find Me/Follow Me, Voicemail, Mobile Phone Integration, Call Routing and many others
Benefits: Enable a range of telephony features; Lower cost of calling on internal network
Private Cloud
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
Features: Secure voice and data integrated WAN; Global connectivity and resilience through multiple carriers; Wide range of connection technologies
Benefits: Global connectivity; Lower cost by combining Voice and data; Multiple resilience options
Reminders
Send messages to customers, reminding them of upcoming appointments or events.
Features: Fully automated and easily integrated with existing systems; Can use SMS, Voice and Email messages
Benefits: Reduce number of missed appointments and “no-shows”; Lower cost of customer contact
Service Monitoring
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)
Features: Real Time End to End Service Monitoring; Voice Quality Monitoring
Benefits: Improved service quality; Rapid resolution of faults
SIP Gateways
Integrates your IP Telephony, Internet and PSTN Telephony solutions. Enables IP Telephony to link with the Public Telephony network (PSTN).
Features: Integrated with multiple carriers
Benefits: Enable a range of telephony features; Lower cost of calling on internal network
Speech to Text
Convert speech to text, for multiple uses e.g. easier integration into business processes, improve accessibility etc.
Features: Leading 3rd party speech to text products
Benefits: Reduce process costs; Faster response to queries; Improve Accessibility for Hearing Impaired Staff and Customers
Surveys & Feedback
Automated surveys for customer satisfaction which allow voice, SMS or DTMF responses. Automated filtering of results to generate reports.
Features: Automated pre-recorded questionnaires delivered via phone to mobiles and landlines; Actionable reports
Benefits: Improve Customer Satisfaction
Wide Area Network (WAN)
Global connectivity capability and has delivered voice services over a range of connections; including Satellite, Global MPLS, Tier 1 Internet Links
Features: Secure voice and data integrated WAN; Global connectivity through multiple carriers; Wide range of connection technologies including Fibre, Satellite, Broadband ADSL including high speed Annex M, EFM; Managed Cisco routers to support voice and data
Benefits: Global connectivity; Lower cost by combining Voice and data; Multiple resilience options