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
Microsoft Teams Integration*
- Integration with the Teams directory of resources (Users and Teams), skills and their current presence availability surfaced to agents and call routing IVR.
- Fully flexible voice call transfers between Teams, Team groups and Flex via fully managed and Certified Twilio to Microsoft Direct routing gateway. No Call charges between platforms.
- Enables Call Recording, Call Transcription, AI Voice intelligence, Twilio Studio IVR with Speech Recognition and text-to-speech capabilities, PCI-compliant Speech and DTMF payments, for Microsoft Teams phone systems customers.
- Can replace the need for expensive Microsoft or operator Connect Call plans providing access to Global Twilio phone number provisioning and super network call routing.
*note : all integration work requires an element of professional services to construct the solution
