Services

Systems Integration & App Development

Brings together all elements of a
project implementation.

Consulting

Engagement with professionals
with extensive knowledge.

Training

End-user training forms an integral part
in the solution success.

Support

Delivering best practice support
is essential.

Systems Integration
& Application Development

The need for systems integration derives from a requirement to treat otherwise stand-alone components as a homogenous entity. This brings many benefits to an organisation, one of the greatest being the automation of regular business processes, such as order fulfilment. And, as contact centre systems often need to be integrated to other systems across the business, a holistic approach provides significant benefits.

 

Our key specialisations include:

 

  • Embedding call centre functionality into desktop business applications
  • Access to customer profile database to make routing decisions
  • Bespoke agent Softphone development
  • Desktop and backend integration to CRM and ERP systems integration between call centre systems

 

Our consultants have strong consultative skills to identify and capture system requirements, the ability to provide detailed designs of the end solution and being able to select and employ the most appropriate tools to ensure rapid development times.

Consulting

Our consultants and engineers are renowned for their broad multi-vendor solution knowledge, sound business understanding and problem-solving ability. Our team hails from strong business and technology consultancy backgrounds having previously worked for recognised telecommunications providers, consultancy and clients. Genesys is a world-leading provider of on-premise customer engagement technology, and Synergy is widely recognised as one of the most experienced Genesys consultant and support organisations in Australia.

Our consultancy services includes:

 

  • Operational design
  • Operational best practice
  • Requirements gathering and definition
  • Business benefit analysis and Return on Investment (ROI)
  • Product selection
  • Technology roadmap
  • Solution and architecture design
  • Test strategy and execution
  • Troubleshooting and fault diagnosis

Training

We understand that end-user training forms an integral part in the success of any solution or strategy deployment. Our approach to training is different – we work with our customers to conduct thorough training needs analysis resulting in bespoke training and workshop solutions designed to accurately meet the customer’s strategic and tactical needs.

 

Messaging is important too – by designing training around key operational groups we are able to get the right balance between:

 

  • Technical content
  • Best practice advice
  • Features and functionality

 

Our training is predominately facilitator led – experience tells us that people learn best from people. We engage with our customer’s employees, we take genuine interest in what their organisation is about, and we want their training investment to be a success bringing true value-add for their customers and employees alike.

Support

Delivering class-leading support is a mixture of good technical expertise, robust processes and solid support systems. We tailor our support solutions to meet the needs of the contact centre operator and base these on industry best practice – such as ITIL. So, whether you need business hours cover on a bespoke application or 24x7x365 support on mission critical systems, we can help.