5 A Ciptex CRM Integration: Microsoft Teams
5 A Ciptex CRM Integration: Microsoft Teams
Gold

5 A Ciptex CRM Integration: Microsoft Teams

Merge your CRM system with the Twilio Contact Centre

About

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




Ciptex Limited Partner Logo
Ciptex Limited
Gold
Ciptex, based in Manchester, England. Ciptex designs builds and manages bespoke communication platforms for organisations that want to provide a leading-edge customer engagement experience.
www.ciptex.com

More Solutions from Ciptex Limited
1. Twilio Flex Consultancy listing banner

1. Twilio Flex Consultancy

Gold
Your customers expect a great personalised omnichannel experience.
2. A Single Pane View listing banner

2. A Single Pane View

Gold
Connect data sources from around your business and bring to bear the power of the right information, displayed at the time when your agent needs it most – when they are in conversion with the customer.
3. Twilio Flex Template listing banner

3. Twilio Flex Template

Gold
Ciptex RACE: connect Twilio Flex with all your data sources