8 A Ciptex CRM Integration: Hubspot

Utilise Ciptex API’s and connectivity features to open the CRM database for use in the Twilio Flex screens*

The functionality includes but is not limited to:

• Connection by Configuration - no bespoke development to integrate Flex to CRM, simply use the Ciptex Configuration screen to securely connect via standards such as Oauth.
• RACE Customer Journey creation, data collection and integration into CRM - create your own tailored and efficient agent workflow screens to support your AX and CX requirements. Collect data and integrate directly into your CRM.
• All customer engagements are saved, securely. No matter the channel of communication, the customer interactions are saved in CRM for reporting and call review.
• Voice-to-text and text to CRM - voice calls are transposed into text and saved in the CRM.
• Enable AI Summarisation, automated wrap + suggested actions.
• CRM screen popup - the system recognised the customer by phone number or email and activates popups to personalise an agent interaction with the customer.
• Vulnerable customer recognition and screen reaction to predefined workflow
• Call outcomes recorded in CRM
• Outbound texts issued based on CRM data triggers 
• Click to call - outbound dialler from CRM data click.
• Missed call recording - how many times has this person called but not been answered (edited)
• Enables Identification and Verification capabilities.

*note : all integration work requires an element of professional services to construct the solution