Ciptex RACE – Fast Track to a Twilio Flex based, API-first contact centre

Ciptex RACE – Fast Track to a Twilio Flex based, API-first contact centre

This is a second in the series of posts about how companies are transforming their businesses using Twilio Flex to create products, you can find the first on Synergy Fusion here.

Fast Access to Flex

Ciptex RACE was born out of the need to help organisations quickly move to a home working solution and specifically developed to deliver a world-class cloud-based contact centre solution within minutes not months.

Ciptex built an online signup and setup process that enables customers to customize Twilio Flex to their needs in minutes. The RACE Marketplace provides plugins which offer access to tried and tested integrations to third-party applications, such as CRM platforms, card payment solutions and Workforce Management applications. Ciptex provides advice, consultancy and DevOps engineers if required to extend and tailor the solution, further unlocking value from Twilio Flex.

For Ciptex, Twilio Flex is a cloud contact center that gives organizations unprecedented control and customization through API programmability to meet their unique business needs across the channels customers expect, such as Voice, SMS, Webchat, WhatsApp, Facebook Messenger, etc.

“We’re able to deliver to our customers a truly customisable and scalable contact centre and powered by the Twilio Super Network, a global ecosystem of Tier 1 carriers providing capacity and availability across the globe,” said Steve Walker, Managing Director, Ciptex. “Not only that, Twilio has all the channels our customers could want, with SMS, voice, video, web and social channels.”

Ciptex RACE includes automation, analytics and deep integrations to external CRM and ERP applications such as Zendesk, MS Dynamics and Salesforce.

By default, RACE includes a SAML2 Single Sign On (SSO) solution from Okta or as part of the setup customizations, customers can opt for Azure SSO for Office 365 subscribers. Both these SSO options make the solution simple to deploy and maintain. The API-first approach and open architecture enable RACE customers easy access to Conversational AI (e.g. intelligent chatbots) and transcription services should they want to extend RACE. Being Twilio Flex-based, customers are never stuck with the setup they have now and can extend with code, as and when they want to.

RACE to the Rescue

When Britannia Hotels had to send their 140 agents home at the start of the UK lockdown for Covid-19, their existing solution could not support the move, so they turned to RACE. The platform was ready for testing within the hour and supporting live calls and text messages by the following morning. “The RACE solution made the transition to home working really easy, it just worked,” said Karen Pownall Head of IT at Britannia Hotels.

With Twilio Flex, customers can quickly test new channels like WhatsApp and Video. Customers with experience on legacy systems know this is hard given long lead times and significant upgrade costs if they’re not on a version that supports the channel they want to test. With RACE powered by Twilio Flex, customers can even A/B test things like the IVR to deliver innovative customer experiences.

About Ciptex

Ciptex has a history stretching back to 2006 of delivering innovative cloud-based contact centre solutions to clients throughout the world based out of the Weybridge and Manchester in the UK. Customers using Twilio and Ciptex include NASDAQ, The Money and Pensions Service, Debt Free London, and Confirmit.

See for yourself at ciptex.com/race