Our client, FoodCloud is a charity with a vision to create a world where no good food goes to waste. At the onset of the pandemic, FoodCloud urgently needed to transform their contact centre to support working-from home employees. The challenge was to integrate FoodCloud’s legacy CRMs into Twilio Flex, a programmable contact center, so that donors, volunteers, and clients could stay seamlessly connected.

Kaptea was part of the core team that built the Irish Health Service Covid Contact Tracing System. The HSE’s contact tracing system – from programmable SMS to tracking and analytics – had to be the equivalent of the human central nervous system. It was not only imperative that all systems worked, but that they worked together seamlessly.

Kaptea partnered with AttriX to build a custom interactive voice response (IVR) integration into Zendesk, specifically designed for fleet and telematics operations. By connecting IVR data such as customer ID, call reason, and menu selections directly into Zendesk tickets, agents immediately access caller context before answering the call. This saves time and reduces manual data entry.

Tomo is a well funded startup dedicated to providing hassle-free mortgages for homebuyers. Tomo is strictly focussed on the buyer, and promises to provide a fast, customer-centric, and streamlined mortgage approval process to make buying a home a happy experience. Kaptea worked alongside the Tomo team to launch Twilio Flex supporting its growing team of agents and provided ongoing development and consulting services foster deep customer connections.