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Our own AWS platform.Proven components, put together for you.

Every solution is assembled from a common set of nine building blocks. Each solution uses the combination it needs. The platform is hosted in AWS London (UK) and monitored 24/7.

Our own AWS platform.Proven components, put together for you.

Every solution is assembled from a common set of nine building blocks. Each solution uses the combination it needs. The platform is hosted in AWS London (UK) and monitored 24/7.

Illustrative worked example - not live customer data
01
Contact
02
Understand
03
Verify
04
Assess
 
Route (not used in this journey)
05
Integrate
 
Pay (not used in this journey)
06
Survey
07
Report
  1. ✓ContactCustomer messages to say they are moving home
  2. ✓UnderstandIntent recognised: change of address
  3. ✓VerifyIdentity checked through a personalised link
  4. ✓AssessNew address and move date captured
  5. ✓IntegrateAccount updated in the client's system
  6. ✓SurveyOne-question satisfaction survey sent
  7. ✓ReportChange evidenced and reported
ACTION COMPLETED
Change of address completed
CLIENT SYSTEM UPDATED
Account updated in the client's billing system
OUTCOME MEASURED
Self-service completion rate (changes completed without an agent)
Illustrative worked example - not live customer data
01
Contact
02
Understand
03
Verify
04
Assess
 
Route (not used in this journey)
05
Integrate
 
Pay (not used in this journey)
06
Survey
07
Report
  1. ✓ContactCustomer messages to say they are moving home
  2. ✓UnderstandIntent recognised: change of address
  3. ✓VerifyIdentity checked through a personalised link
  4. ✓AssessNew address and move date captured
  5. ✓IntegrateAccount updated in the client's system
  6. ✓SurveyOne-question satisfaction survey sent
  7. ✓ReportChange evidenced and reported
ACTION COMPLETED
Change of address completed
CLIENT SYSTEM UPDATED
Account updated in the client's billing system
OUTCOME MEASURED
Self-service completion rate (changes completed without an agent)
Illustrative worked example - not live customer data
01
Contact
02
Understand
03
Verify
04
Assess
 
Route (not used in this journey)
05
Integrate
 
Pay (not used in this journey)
06
Survey
07
Report
  1. ✓ContactCustomer messages to say they are moving home
  2. ✓UnderstandIntent recognised: change of address
  3. ✓VerifyIdentity checked through a personalised link
  4. ✓AssessNew address and move date captured
  5. ✓IntegrateAccount updated in the client's system
  6. ✓SurveyOne-question satisfaction survey sent
  7. ✓ReportChange evidenced and reported
ACTION COMPLETED
Change of address completed
CLIENT SYSTEM UPDATED
Account updated in the client's billing system
OUTCOME MEASURED
Self-service completion rate (changes completed without an agent)

Contact

SMS, email and automated voice, plus AI agents across voice, webchat and messaging. Our AI voice agents are built on Amazon Nova Sonic.

Used in: Service requests, Call volumes, Complaints and 5 more.

SMS
Hello, it's your energy supplier. Your personalised link is ready.
EMAIL
The same message by email, for customers who prefer it.
REPLY
Can I just call about it?
✓AI agents on voice, webchat and messaging
Illustrative worked example - not live customer data

Understand

Intent detection, conversational AI and triage

Used in: Service requests, Call volumes, Complaints and 4 more.

CUSTOMER
I'm moving house next month and need to update my account.
Intent: change of address
Triage: self-service suitable
✓Routed to the right journey
Illustrative worked example - not live customer data

Verify

No-login identity check through personalised links

Used in: Service requests, Call volumes, Complaints and 4 more.

Personalised link openedLINK
Date of birth confirmedCHECK
Postcode confirmedCHECK
✓Identity verified, no password needed
Illustrative worked example - not live customer data

Assess

Circumstances, needs, hardship and vulnerability capture, income and expenditure

Used in: Service requests, Complaints, Vulnerable customers and 2 more.

Circumstances capturedSTEP 1
Support needs asked about, with consentSTEP 2
Income and outgoings, where relevantSTEP 3
✓Assessment recorded for the next step
Illustrative worked example - not live customer data

Route

Live chat and handoff to the client's contact centre

Used in: Call volumes, Complaints, Vulnerable customers and 3 more.

CUSTOMER
I'd rather talk to someone.
Handoff to the contact centreROUTE
Journey so far passed to the adviserCONTEXT
✓Context passed to your agent
Illustrative worked example - not live customer data

Integrate

Write-back to Kraken, SAP, Salesforce and in-house systems, by file exchange or API

Used in: Service requests, Call volumes, Complaints and 5 more.

KrakenAPI
SAPFILE
SalesforceAPI
✓Outcome written to the client system
Illustrative worked example - not live customer data

Pay

Card, digital wallet and payment arrangements (PCI DSS)

Used in: Financial difficulty.

Card or digital wallet paymentOPTION
Or an affordable payment arrangementOPTION
Handled to PCI DSSSECURE
✓Payment or arrangement confirmed
Illustrative worked example - not live customer data

Survey

CSAT, NPS and post-call surveys

Used in: Service requests, Outbound messaging, Customer feedback.

SURVEY
How did we do today?
CUSTOMER
Quick and easy, thanks.
Theme: easy to use
✓Feedback recorded and reported
Illustrative worked example - not live customer data

Report

Dashboards, outcome reporting and regulatory evidence

Used in: Service requests, Call volumes, Complaints and 5 more.

Contact loggedLOG
Consent loggedLOG
Outcome loggedLOG
✓Regulatory evidence recorded
Illustrative worked example - not live customer data

Contact

SMS, email and automated voice, plus AI agents across voice, webchat and messaging. Our AI voice agents are built on Amazon Nova Sonic.

Used in: Service requests, Call volumes, Complaints and 5 more.

SMS
Hello, it's your energy supplier. Your personalised link is ready.
EMAIL
The same message by email, for customers who prefer it.
REPLY
Can I just call about it?
✓AI agents on voice, webchat and messaging
Illustrative worked example - not live customer data

Understand

Intent detection, conversational AI and triage

Used in: Service requests, Call volumes, Complaints and 4 more.

CUSTOMER
I'm moving house next month and need to update my account.
Intent: change of address
Triage: self-service suitable
✓Routed to the right journey
Illustrative worked example - not live customer data

Verify

No-login identity check through personalised links

Used in: Service requests, Call volumes, Complaints and 4 more.

Personalised link openedLINK
Date of birth confirmedCHECK
Postcode confirmedCHECK
✓Identity verified, no password needed
Illustrative worked example - not live customer data

Assess

Circumstances, needs, hardship and vulnerability capture, income and expenditure

Used in: Service requests, Complaints, Vulnerable customers and 2 more.

Circumstances capturedSTEP 1
Support needs asked about, with consentSTEP 2
Income and outgoings, where relevantSTEP 3
✓Assessment recorded for the next step
Illustrative worked example - not live customer data

Route

Live chat and handoff to the client's contact centre

Used in: Call volumes, Complaints, Vulnerable customers and 3 more.

CUSTOMER
I'd rather talk to someone.
Handoff to the contact centreROUTE
Journey so far passed to the adviserCONTEXT
✓Context passed to your agent
Illustrative worked example - not live customer data

Integrate

Write-back to Kraken, SAP, Salesforce and in-house systems, by file exchange or API

Used in: Service requests, Call volumes, Complaints and 5 more.

KrakenAPI
SAPFILE
SalesforceAPI
✓Outcome written to the client system
Illustrative worked example - not live customer data

Pay

Card, digital wallet and payment arrangements (PCI DSS)

Used in: Financial difficulty.

Card or digital wallet paymentOPTION
Or an affordable payment arrangementOPTION
Handled to PCI DSSSECURE
✓Payment or arrangement confirmed
Illustrative worked example - not live customer data

Survey

CSAT, NPS and post-call surveys

Used in: Service requests, Outbound messaging, Customer feedback.

SURVEY
How did we do today?
CUSTOMER
Quick and easy, thanks.
Theme: easy to use
✓Feedback recorded and reported
Illustrative worked example - not live customer data

Report

Dashboards, outcome reporting and regulatory evidence

Used in: Service requests, Call volumes, Complaints and 5 more.

Contact loggedLOG
Consent loggedLOG
Outcome loggedLOG
✓Regulatory evidence recorded
Illustrative worked example - not live customer data

Works alongside your systems.No replacement programme.

KRAKEN
SAP
SALESFORCE
IN-HOUSE
Integration
FILE EXCHANGE OR API
Synteris platform
AWS · UK HOSTED
Journeys
OUTCOMES WRITTEN BACK · REPORTED

Works alongside your systems.No replacement programme.

YOUR SYSTEMS
FILE EXCHANGE OR API
SYNTERIS PLATFORM
JOURNEYS AND OUTCOMES

See it working on your problem.

Book a discovery session and we'll map your problem to the building blocks it needs.

See it working on your problem.

Book a discovery session and we'll map your problem to the building blocks it needs.

Synteris
ISO 27001:2022 · PCI DSS · UK hosted · GDPR
© 2026 Revive Management Solutions Limited, trading as Synteris. Registered in England and Wales, company number 07881882. Registered office: Walker Begley, 207 Knutsford Road, Grappenhall, Warrington, WA4 2QL.
Synteris
ISO 27001:2022 · PCI DSS · UK hosted · GDPR
© 2026 Revive Management Solutions Limited, trading as Synteris. Registered in England and Wales, company number 07881882. Registered office: Walker Begley, 207 Knutsford Road, Grappenhall, Warrington, WA4 2QL.
Synteris
ISO 27001:2022 · PCI DSS · UK hosted · GDPR
© 2026 Revive Management Solutions Limited, trading as Synteris. Registered in England and Wales, company number 07881882. Registered office: Walker Begley, 207 Knutsford Road, Grappenhall, Warrington, WA4 2QL.