At Manchester Digital, we like to interview our members to find out a bit more about what they do and their work in the Greater Manchester digital and technology sphere. This week, we're speaking with Jolyon Parsons, Co-founder; and Ellie McDonough, Junior Digital Marketer at Ciptex.
Please introduce yourself …
We are Ciptex, a team of 30, based in the heart of Manchester. Organisations who work with Ciptex want to improve how they engage, or communicate with their customers in a more personalised way, using the latest digital communications channels. This can mean the latest video calling, WhatsApp or even just a phone call.
But Ciptex does much more than that. We help clients combine their customer data and the safe use of AI, unlocking new ways to provide great service. We created ”RACE”, our intelligent engagement platform, fast and simple to get up and running. By working with Twilio, as a Gold and AI Certified partner, our services are underpinned by their global network.
Ciptex has had close links with Manchester Metropolitan University and the Graduate Apprentice Scheme for over 5 years, with important members of our team supporting client projects through their apprenticeships.
Our clients include Shelter, the UN, the UK government and Vertu Motors, with customers across the world. Everyone who works with us wants to engage with more of their own customers more cost effectively - improving customer satisfaction and meeting their goals every day.
Could you share a success story where Ciptex's solutions significantly improved a client's customer engagement or operational efficiency?
We're particularly proud of our work with Debt Free Advice, an organisation who supports people facing financial hardship. Our award winning Video Advice kiosks are now in public spaces, making debt advice accessible to those who need it most, but who may not have access to smartphones, connecting instant face to face video calls with advisors.
A powerful example is the kiosks in Brixton Prison, enabling inmates to speak directly with debt advisers. This brought vital financial advice to individuals who previously had very limited access to help.
Beyond the technology itself, we significantly improved customer engagement by streamlining the appointment process, increasing access points, and enabling advisers to deliver tailored, empathetic support. The feedback we’ve received has been amazing, including in the national press - it's the first time it's ever been done before, and we have added AI to help those who need it to get the right advice, faster.
Beyond the tech, what kind of ongoing support or strategic guidance do clients typically receive from Ciptex?
Ciptex provides worldwide, ongoing service and support from our team in Manchester. Our approach to helping clients is proactive and collaborative, working closely with our customers beyond initial installment to optimise performance and productivity, adapt to changing needs in the industry and ensure help is always there when they need it.
In a rapidly evolving industry, how does Ciptex differentiate itself from competitors?
Ciptex stands out through our Intelligent Engagement platform, RACE. This gives clients a unique solution, because they can continue to enhance their customer journeys to achieve competitive advantage. This may be adding the ability to switch a phone call to a video call, or adding conversational AI to automate common customer queries; the possibilities are endless. RACE ensures that our customers are able to lead change and stay ahead of the evolving tech industry.
Ciptex has grown significantly in recent years - how have you approached building a team that supports both innovation and customer success?
In recent years, we’ve not only expanded our services across multiple industries, but also built a strong, customer-focused team; keeping our feet firmly in Manchester, but expanding our growing team into Ireland, Spain and India.
We have an amazing work force of developers, who work closely with our partners, including Twilio, and our customers, many of whom are breaking new ground with their digital services.
How would you describe Ciptex's internal culture? What makes it unique compared to other tech companies?
Our internal culture is built on passion and genuine care, not just for the work we do, but for the people we serve and the teams we work with. We have a strong emphasis on building real relationships, both internally and with our customers, creating a supportive, collaborative environment where everyone feels valued. Our culture is driven by four core values: Innovation, Action, Drive, and Respect. These guide our decision-making and shape our interactions, every day.
How does being part of Manchester's tech ecosystem benefit Ciptex, especially in terms of talent acquisition and innovation?
We value the Manchester tech ecosystem; it’s a thriving environment that keeps us closely connected to the latest industry trends and innovators just like us. One of the biggest advantages of being part of this community is access to exceptional local talent. Manchester is home to a diverse and growing pool of tech professionals, and being part of this allows us to engage with that talent, whether through events, partnerships, or our many apprentices who can connect with others like them through Manchester Digital.
What motivated you to join Manchester Digital, and what kind of collaboration or support are you hoping to find within the community?
We were drawn to Manchester Digital because of its commitment to uniting the tech industry in Manchester. As a company rooted in innovation and collaboration, we saw immediate value in becoming part of a community that shares our vision. We really enjoy attending events, exchanging ideas, and connecting with other like-minded individuals, while learning more about the tech industry.
Going forward, we’re excited to collaborate more deeply with this fantastic community, to contribute to knowledge-sharing, and benefit from the support that this community brings.
