Contact Centre solutions - at a fraction of the cost of traditional providers
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.
Lower Costs
Only pay for Capacity and Features when you need them
Typically 20-30% lower costs than on-premise solutions
Low call charges
Reduce the need for on-site maintenance across multiple technologies
Increase your workforce productivity
Increased Functionality
Access to a wide range of proven modules from leading providers
Automated solutions, including IVR Auto Attendants and Broadcast Messaging
Full Multimedia Solution across Email, Webchat, SMS
Typically, companies have had two broad choices for their Contact Centre technology:
Buy the products they need from established vendors, install them on site, integrate them, and then support them. This gives the best functionality, but comes at a cost of upfront installation & integration and a cost of ongoing support
Buy an “all in one” solution, either on-premise or on a hosted pay-as-you-go basis. This invariably results in compromise on functionality, both initially and ongoing when it is often harder to upgrade all-in-one solutions
Our approach is unique. Rather than attempt to replicate the functions of world’s leading contact centre technology vendors, we take the best products from the best vendors, integrate and host them in our secure data centres, and then connect them to our clients’ premises worldwide.
This approach means that our clients benefit from the best of both worlds: The flexibility and low cost of hosted solutions combined with the technology from leading vendors.
Our solution is modular, providing everything you need to run a contact centre through a series of modules that you can add or remove as needed.
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.
Features: Customer Contact on screen (call or email etc.); Scripting; Call outcomes; Access to other information in the context of the customer contact
Benefits: Increase first time resolution; Increase upsell opportunities; Reduce staff training time
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
Call Recording & Quality Management
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
Features: Real-time and archived access to calls; Encrypted Storage; Industry Standard Lossless Format which can be exported as .MP3, .WAV; Configurable retention periods
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
Features: Multiple Intelligent Routing options; Ability to integrate with IVR to provide information to customers in the queue (e.g. position in queue, expected wait time)
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
CRM Connectors / CTI
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.
Features: Connectors for major CRM Systems including Siebel, Salesforce.com; Experienced Integration Team; Standards based APIs for easy integration with custom IT systems; Screen Pops to bring up specific information (e.g. inbound CLI, CRM details etc.)
Benefits: Fast integration; Minimal time required from in-house IT staff; Make use of your existing IT investments
Dialler
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.
Benefits: Increase Outbound Agent Productivity; Comply with Ofcom and DMA regulations on silent calling and CLI (Caller Line Identity)
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
Homeworking
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
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
IVR
Automate and / or Route Inbound Calls by allowing customers to select an option using either their keypad or voice.
Features: Auto attendant for call routing (e.g. sales, service); Transactional IVR for automatically providing client account details, payments, tracking etc.; PCI compliance solutions for payment transactions (via agent or automated); Voice recognition capabilities
Benefits: Lower cost of handling calls; Increase percentage of automated transactions
Outbound Optimiser
Change the presented “Caller Id” number to be a specific number rather than a generic “08xx” number or “Number Withheld”.
Features: Any UK location; Multiple levels of location granularity
Benefits: Increase percentage of Right Party Contact / Call Completion for outbound campaigns and calls
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
Reporting Dashboard
Real-time, historic and business intelligence reporting capabilities across all channels. Proprietary Ciptex Summary Dashboard in addition to standard reporting
Features: Real-time & historic reporting; Business Intelligence analytics; Client Chargeback reporting for Outsourcers; Supervisor real-time reporting down to agent and campaign productivity, including real time business metrics
Benefits: Fast, accurate reporting across a range of business metrics to help meet your business goals. Easy to export to multiple formats (e.g. Excel) and view at varying levels of detail
Scripting / Knowledge Base
Scripting tools and knowledge bases for agents
Features: Agent scripting; Non technical staff can amend script; Outcome codes/ dispositions for tracking business outcomes; Online Knowledge base; Knowledge searching technologies
Benefits: Improved Call Resolution; Lower Costs; Lower Training Costs
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
Softphones / Handsets / Headsets
Variety of Softphones, Headsets and Handsets for offices and Contact Centre Agents.
Features: Wide variety of Handsets including Deskphones, “Star” speakerphones and Softphones
Benefits: Monthly rental of Headsets & Handsets; avoid paying upfront for the full cost
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
Workforce Management
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.
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.
Lower Costs
Increased Functionality
Case Studies
Horizon Contact Centres
Millbrook Healthcare
DEFRA
Our approach is unique. Rather than attempt to replicate the functions of world’s leading contact centre technology vendors, we take the best products from the best vendors, integrate and host them in our secure data centres, and then connect them to our clients’ premises worldwide.
This approach means that our clients benefit from the best of both worlds: The flexibility and low cost of hosted solutions combined with the technology from leading vendors.
Our solution is modular, providing everything you need to run a contact centre through a series of modules that you can add or remove as needed.
Modules
Agent Unified Desktop
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.
Features: Customer Contact on screen (call or email etc.); Scripting; Call outcomes; Access to other information in the context of the customer contact
Benefits: Increase first time resolution; Increase upsell opportunities; Reduce staff training time
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
Call Recording & Quality Management
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
Features: Real-time and archived access to calls; Encrypted Storage; Industry Standard Lossless Format which can be exported as .MP3, .WAV; Configurable retention periods
Benefits: Improved Customer Satisfaction; Improved Agent Skills; PCI Compliance
Call Routing
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
Features: Multiple Intelligent Routing options; Ability to integrate with IVR to provide information to customers in the queue (e.g. position in queue, expected wait time)
Benefits: Faster Call Handling; Improved Customer Satisfaction; Increased Agent Productivity
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
CRM Connectors / CTI
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.
Features: Connectors for major CRM Systems including Siebel, Salesforce.com; Experienced Integration Team; Standards based APIs for easy integration with custom IT systems; Screen Pops to bring up specific information (e.g. inbound CLI, CRM details etc.)
Benefits: Fast integration; Minimal time required from in-house IT staff; Make use of your existing IT investments
Dialler
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.
Features: Multiple Dialling modes; Agent Availability Prediction
Benefits: Increase Outbound Agent Productivity; Comply with Ofcom and DMA regulations on silent calling and CLI (Caller Line Identity)
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
Homeworking
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
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
IVR
Automate and / or Route Inbound Calls by allowing customers to select an option using either their keypad or voice.
Features: Auto attendant for call routing (e.g. sales, service); Transactional IVR for automatically providing client account details, payments, tracking etc.; PCI compliance solutions for payment transactions (via agent or automated); Voice recognition capabilities
Benefits: Lower cost of handling calls; Increase percentage of automated transactions
Outbound Optimiser
Change the presented “Caller Id” number to be a specific number rather than a generic “08xx” number or “Number Withheld”.
Features: Any UK location; Multiple levels of location granularity
Benefits: Increase percentage of Right Party Contact / Call Completion for outbound campaigns and calls
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
Reporting Dashboard
Real-time, historic and business intelligence reporting capabilities across all channels. Proprietary Ciptex Summary Dashboard in addition to standard reporting
Features: Real-time & historic reporting; Business Intelligence analytics; Client Chargeback reporting for Outsourcers; Supervisor real-time reporting down to agent and campaign productivity, including real time business metrics
Benefits: Fast, accurate reporting across a range of business metrics to help meet your business goals. Easy to export to multiple formats (e.g. Excel) and view at varying levels of detail
Scripting / Knowledge Base
Scripting tools and knowledge bases for agents
Features: Agent scripting; Non technical staff can amend script; Outcome codes/ dispositions for tracking business outcomes; Online Knowledge base; Knowledge searching technologies
Benefits: Improved Call Resolution; Lower Costs; Lower Training Costs
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
Softphones / Handsets / Headsets
Variety of Softphones, Headsets and Handsets for offices and Contact Centre Agents.
Features: Wide variety of Handsets including Deskphones, “Star” speakerphones and Softphones
Benefits: Monthly rental of Headsets & Handsets; avoid paying upfront for the full cost
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
Workforce Management
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.
Features: Scheduling Tool; Simulation Tool; Adherence Reporting; Vacation & Holiday Planner; Performance Manager; Outsource Manager
Benefits: Increased agent productivity; Lower cost of operation; Faster access customers to the right skilled agent