Synergy Fusion, a Cloud Contact Center Built on Twilio Flex

Synergy Fusion, a Cloud Contact Center Built on Twilio Flex

Congratulations to Synergy Enterprise Solutions for introducing ​Synergy Fusion, a fully customizable omnichannel cloud contact center powered by Twilio Flex.​ Synergy Enterprise Solutions, a leading contact center and CRM solutions provider based in Australia and New Zealand developed Fusion to help businesses streamline customer service and communications.  

Introducing New Business Models With Twilio Flex

Twilio Flex gives businesses complete control over how, when and what they deploy. Built on the trusted Twilio cloud communications infrastructure that powers over a half-million agents today. With Twilio Flex, as the industry's only fully programmable platform, Twilio Flex lets businesses deploy Twilio's broad array of channels while giving developers the tools they need to easily create, change, or extend any part of the solution.

Twilio Flex is changing the way enterprise software is being consumed. Its programmable platform provides a unique opportunity for developers, entrepreneurs and innovative organizations to develop new customer service software products without having to build the entire tech stack from the ground up. Twilio Flex gives organizations like Synergy Enterprise Solutions the ability to craft new business models and paths to market as it transitions from on-premises based contact centers to the cloud.

Meet Synergy Fusion, Powered by Twilio Flex

Synergy Enterprise Solutions is led by ​founder and CEO Ian de Sousa​. Ian and his team have helped hundreds of organizations by providing consulting and professional services for legacy, on-premises based contact centers since 1999. Synergy serves customers across the Asia Pacific from all industries and sizes including government, banking and finance, telecoms, healthcare, not-for-profit, non-governmental organizations, retail, travel and education.

With Twilio Flex, Synergy has been able to build a solution that is specific to the ANZ market, and offer it as their own product. For example, Synergy has a plugin that leverages both the mobile phone geolocation and Australian telecoms provider location services so organizations can quickly locate callers, both on an individual and group perspective. If many customers are calling about, say, a power outage from a particular location, the organization can move quickly and proactively to address it and make those calls more relevant.

"We are incredibly proud to announce this exciting new solution, to help support and evolve our contact center customers, especially in these challenging times," says Ian de Sousa.

Many organizations had been unprepared for the current crisis with on-premises only contact centers and limited scaling ability tied to the physical hardware of telecom circuits. With Synergy Fusion, working from home, cloud-scale and omnichannel come out of the box. It deploys in minutes with the following features out-of-the-box.

Nothing in Twilio Flex is turned off or restricted - you still get all the features of Twilio Flex, yet as a managed service, upgrades are an intrinsic part of the service and managed out after testing, normally over the weekend. Helpdesk and configuration are included.

In fact, Synergy has extended Twilio Flex’s features with few other enhanced capabilities such as secure payments. This allows consumers to input their credit card on the phone, the DTMF tones and credit card numbers are hidden from agents.

Twilio Flex is the single best platform for building contact centers that solve customer needs, whether it’s a packaged start like Synergy Fusion or a completely customized contact center.

Head over to Synergy’s page to learn more.