Case Study: Synergy achieves full visibility and boosts outbound performance with ConnexAI

How Synergy achieved full visibility and boosted outbound performance

Synergy is a 1,500-seat contact centre in South Africa focused on delivering culture-fit, affordable, high-performance customer service to a global market. Faced with a largely one-dimensional outbound operation and limited visibility into individual agent performance and contact outcomes, Synergy turned to ConnexAI’s cloud-based platform to add omnichannel capability and deeper insight across its customer journeys.

ConnexAI deployed its omnichannel, cloud solution — including an outbound dialler with automated and bulk SMS follow-ups, integrated omnichannel routing, and visual wallboards with agent-level reporting — to give Synergy full visibility and control. The implementation boosted outbound contact value, increased agent productivity, reduced queue times, and helped Synergy win additional marketing business, with the vendor’s proactive support underpinning a four-year partnership.

Synergy

Mahomed Subhan

Operations Director