Flex Contact Center and Microsoft Teams users can work closely, see availability, contact each other directly and transfer or conference calls, to help get the important answers they need, increasing efficiency and engagement.

Flex Agents can see both the company directory and the presence status of Teams users in their organisation.

Teams users can transfer calls to Flex, but desktop unity prevents interruptions when an agent is busy.

Flex agents can receive calls using WebRTC, or Teams, or a handset

Agents can use Flex as their main desktop application or embedded within Teams.

Flex from the office, at home or hybrid.

One time integration for Microsoft directory and Teams presence by a customer administrator within Flex admin.

Unlimited possibilities with programmability.

Flex and Microsoft Teams users work together anywhere

Choose how your Flex agents receive calls

Easy setup in just 3 clicks

Improve first contact resolution and customer engagement - agents using Flex can easily contact colleagues or workgroups outside of the contact center team. With a MS Teams presence directory in Flex, they can decide when it&#39;s the right time to reach out to get support.Whats more, customer calls received on MS Teams anywhere in the organisation can be transferred back into the Flex contact center. With the ability to see what a colleague is up to, contact being handled ahead of making a transfer, there are opportunities to create enhanced customer journeys based on resources available at that moment in time. Immediate ROI benefits for those with an investment in MS Teams. RACE for Teams will leverage your organisation&#39;s licencing and can help reduce call costs. Ciptex can advise how. Unlock competitive advantage by creating new customer experiences using the Twilio programmable platform. Features include; Staff status in MS Teams and Flex, and vice versa, synchronised cross organisation presence and activity; Track end-to-end customer calls including transfers from MS Teams to Flex, to support continuous improvement and compliance; The contact center can transfer to, or &quot;conference in&quot;, colleagues on MS Teams from within their Flex desktop, reducing misdials or “hold time” during those important customer conversations. Choice of ways for contact center agents to take voice calls , the Twilio Flex WebRTC desktop, within the MS Teams desktop app itself, or on a standard phone handset; Simple wizard GUI 3-click set-up process administrators to link numbers.

A Ciptex RACE: Microsoft Teams integration for Twilio Flex

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.

Ciptex Limited

Ciptex Consulting; Fast Track your Return on Investment

Bringing the experience of multiple Flex implementations, our team will work as your partners to ensure the successful delivery of your Flex project. We can help as you start, or support if you have already embarked on your Flex journey. We can build your business case, develop your MVP, or get you live and scaling.   Our team work alongside your organisation to;<ul><li>Verify build objectives</li><li>Identify quick wins</li><li>Increase delivery capability</li><li>Support go-live</li><li>Optimise the solution</li></ul> We can help build your vision and provide pragmatic support to ensure success and improve the experience for: Customers – get closer to them across any channelAgents – provide them with the right information wherever they are locatedManagement – report the right data for the right audience The Ciptex consultancy service is about more than just technology. It’s about ensuring your organisation has everything in place to utilise Twilio Flex – and unleash the creative power of programmability, helping with; Strategy – Foundation<ul><li>Define your Flex Business Case – the ROI of Digital Customer Contact</li><li>Stakeholders buy-in, communication and engagement workshops – understand the power of programmability and API to transform your customer contact</li><li>Art of the Possible – Get Creative, New Customer Experience, unlock your competitive advantage</li></ul> People – Communication is essential <ul><li>Work alongside your developers to build skills in Flex </li><li>Customer contact teams to use Flex for customer interaction</li><li>Training needs analysis, Communications and Enablement -buy-in for your project</li></ul> Process – Development &amp; Automation<ul><li>Digital Customer Experience Mapping  </li><li>Security and Compliance – access, payments PCI-DSS, GDPR </li><li>Agile Project, Onboarding and scale-up</li></ul> Technology – Building the best solution for you. <ul><li>Flex deployment accelerated- MVP to rollout</li><li>Build integrations and plugins – delivering your competitive advantage</li><li>Technology transition to Flex, migrate from legacy to cloud</li></ul> Agile Consumption-based Consulting support We offer a simple service credit model (Express Credits) which allows you to call off the support you need as you need it, for only what you need.  So if you need help with plugins or a workshop, just pay as you go.

A Ciptex Consulting

RACE is the fast track to Twilio Flex. RACE can be deployed in minutes and delivers an “out of the box” contact centre solution, reducing both the time and cost to deploy, and delivering instant benefits to consumers and agents.

RACE is the fast track to Twilio Flex.  RACE is aimed at organisations who want to access everything Flex has to offer with an almost instant turnaround. RACE can be deployed in minutes and delivers an “out of the box” contact centre solution, reducing both the time to deploy and delivering instant benefits to consumers and agents. Once RACE is in place, we can reduce the time taken to develop integrations and plugins. Through our Marketplace, we provide a cloud ecosystem of products and services to tailor a bespoke solution. Flex: PluginsPlugins are the main components of any Flex platform. They are used to customise the look and feel of the platform or add complex features and functions. We have a range of ready to use plugins available to make the RACE experience richer and cut down the deployment time for each plugin that you have to create. Plug-ins include Outcome Tracking, Agent to agent calling, Video Kiosk, External Directories, and Automated Queuing. IntegrationsRACE has a large and growing range of pre-built integrations to third-party applications such as Calabrio Workforce Management, MS Dynamics, Zendesk (advanced), and One Payment Cloud PCI solution. Ciptex RACE – Buy to Build

A Ciptex RACE with Twilio Flex

Add Dialler functionality to Flex with Ciptex RACE Dialler. With Preview,  Progressive and inbound blended functions the dialler is ready to use with simple administration tools.

-Choose dial modes and allocate agents by skills. Simple administration GUI.

-Workflows and skills are automatically created and ready to be assigned to agents.

-Agent controls within the familiar Flex+RACE  desktop and similar to inbound.

-Designed so new or existing dialler users can start quickly.

-Live reporting to allow rapid updates of dialling strategy, keeping within regulations.

-Drag and drop campaign uploader and a scheduled data fetcher.

-Create your own outbound journey to differentiate your customer engagement

-Outcome actions can include SMS, Email, WhatsApp, Email, Facebook, a redail later, or scheduled call back.

Simple to get started

Comprehensive  campaign management controls

Intelligent follow-up workflows to optimise your outcomes

Diallers automatically make outbound calls, removing the need for agents to dial calls manually. Business benefits include increased calling rates, maximising talk time and the opportunity to engage with your customers. Agents can spend more time talking to the people they need to, with productivity increases typically greater than 30%. The dialler offers several modes to choose from, so you can tailor your engagement based on the nature of the call, customer persona and available agent skills. Blending means agents can continue to receive those important inbound calls. Outcomes choices mean you can create ways to follow up with a &quot;call to action&quot; using email or digital channels, improving the overall customer experience. Progressive - the dialler automatically places the call to the customer having reserved a suitably skilled agent. When answered, the dialler connects the caller to the agent.Preview - the agent controls when they are ready to make the call, and clicks to start the dial. Appropriate when the agent needs to review customer information from a CRM before making the call, in their own time.Blended - those important inbound calls are always delivered to agents when they become available, taking priority over the outbound campaign. Use your existing agent skills, so only appropriate agents are allocated to each outbound campaign. Follow-up actions, or outcomes can include adding the customer back to be tried again, diarising a timed callback, sending a SMS - or creating a follow-up conversation with other channels such as WhatApp or Facebook. With the Ciptex dialler, campaigns can easily be created, and contacts loaded using multiple formats to fit with your operations. Use CSV or XLS from within Flex. Add contacts from Google Sheets, Dropbox, FTP, sFTP, Salesforce, Hubspot and many others programmatically via the Dialler API. You can Email in data from approved addresses.The dialler can be used by a dedicated outbound team, or across the contact center. Examples for use may be sales contact, or following up on service tickets. The dialler can help when making customer satisfaction survey calls. If there are quiet times of the day, an inbound contact center can use the dialler to make outbound calls, smoothing talk time across the day. With customisation, create your own unique outbound customer engagement experiences with the RACE Dialler.Available to Ciptex RACE users.

A Ciptex RACE: Microsoft Teams integration for Twilio Flex

About

Flex and Microsoft Teams users work together anywhere

Choose how your Flex agents receive calls

Easy setup in just 3 clicks

Ciptex Limited

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