Solutions

Omni-Channel
Communications

Provide a seamless experience across all communications.

Workforce
Optimisation

Improve efficiency and enhance customer experience.

Decision Management
and Analytics

Help align contact centre activity with business goals.

Ability to communicate with customers the way they want.

Online chat that offers real-time benefits.

Cloud Contact Centre & Telephony

Twilio Logo Colour
The programmable cloud contact centre platform

Build the ultimate customer and agent experience
tailored to your business with Twilio Flex.

    • Unlimited channel support:
      Voice, SMS, Facebook Messenger, WhatsApp and Chat. Custom channels such as bespoke messaging applications, support desk tickets or web-form submissions.

 

    • Increase productivity:
      Integrate anything that agents and supervisors need in a single user interface.

 

    • Analytics and insights:
      Save time and effort creating reports and dashboards with powerful reporting capabilities.

 

    • Faster delivery:
      Build and iterate to match your business needs at a fraction of the time and cost.
Genesys Logo
Give your customers what matters most

Genesys Cloud all-in-one platform to power
more connected, meaningful experiences.

    • Use the latest digital and AI innovations right now:
      Get rapid access to new functionality, including the latest innovations in AI-powered customer and employee journeys.

 

 

    • Simplify your tech for platform & operational agility:
      Get the best and broadest customer and employee experience capabilities from a single, open platform.

 

    • SaaS platform built for security and resiliency:
      Multi-tenant, microservices-based architecture you can trust — with the scale, flexibility and security you need.

 

Freshworks Logo
Instant cloud PBX and contact centre

No hardware. No downloads. No maintenance cost.
Plug-n-Play the Freshcaller Cloud PBX system today.

    • Contextual:
      Empowers your teams to create and respond to all opportunities with full context.

 

 

    • Modern:
      Upgrades your current phone technology to a state-of-the-art routing and voice AI engine.

 

    • Beautifully simple:
      Minimum-fuss, maximum-love voice platform built just for you – access from any browser or native iOS & Android mobile apps.

Decision Management & Analytics

Our decision management and analytics solutions specialists help organisations align contact centre activity with business goals. We help turn statistics gathered during day-to-day operations into meaningful management information enabling contact centre operators to make informed business decisions, from several different data sources, in a way that makes sense for your business.

Our services include:

 

  • Performance management needs analysis
  • Project scoping
  • Development of corporate reporting and analysis applications
  • Implementation of executive dashboards and balanced scorecards
  • Management information data warehouses and data marts
  • User training

Messaging & Chat

Freshchat helps you engage and delight your customers wherever they are – web, mobile and social messengers. Messaging software to ‘wow’ your customers at their fingertips.

 

    • Reach out wherever they are:
      Engage on web, mobile and other social messengers.

 

    • Automate with bots and AI:
      Delight customers with bots and AI that focus on intent, delight, and faster resolution.

 

    • Reach out to customers before they reach you:
      Send proactive campaigns to users based on behaviour, actions and other conditions.

Omni-channel Communications

We know the key to growing business today is providing a consistent and personalised customer experience across all communication channels. Your customers may already use email, web chat, and text messaging, and the web to conduct research, resolve issues, and share opinions via social media. Synergy can help tap into these channels to improve your offerings and support – and to strengthen your competitive position.

Workforce Optimisation

Synergy’s workforce optimisation capabilities help identify your organisation´s current challenges and provide pragmatic recommendations to help address these issues.

Our skilled consultants will help you to:

 

  • Strike the balance between service levels and associated costs
  • Reduce agent overheads by eliminating over-staffing
  • Capitalise on revenue opportunities by preventing under-staffing
  • Improve forecasting, scheduling and agent adherence
  • Increase job satisfaction, reduce absenteeism and agent-churn
  • Boost service by ensuring the availability of agents with the right skills at the right time
  • Gain staff buy-in to changes with a thoughtful approach to change management