HiSynergy is an independent contact centre and customer engagement consultancy. We were incorporated in 2003 and have spent more than 20 years helping CEOs, CIOs, CTOs and their teams make better technology decisions in contact centre, telephony and customer engagement programmes.
Our work covers three things: independent assessment of existing technology and operations (Evaluate), structured supplier selection through RFP and tender (Define), and independent governance of in-flight transformation programmes (Govern). We work end-to-end across all three or on any single phase, depending on what the client needs.
We hold no commercial relationships with CCaaS, UCaaS, AI, workforce optimisation or quality management suppliers. We take no referral fees, partner commissions or revenue shares. That means every recommendation we make reflects the client’s interests, not a supplier’s commercial model. This independence is the central reason clients engage us rather than the larger consulting companies that carry supplier partnerships in the same space.
The contact centre industry is in the middle of an AI inflection point, and most of the conversation centres on how to apply AI to the existing operating model. We think the more useful question is what a great contact centre would look like if it were being designed from scratch today. That position underpins our advisory work and is set out in our paper From Contact Centre to Customer Engagement. Independence, experience, and a willingness to challenge the default thinking is what clients tell us they value most.
We work with mid-to-large organisations, predominantly in the UK and USA, where the technology investment is significant and the internal team needs independent expertise. Typical engagements involve one or more of:
Some clients are introduced to us by solution providers or systems integrators who want an independent voice for their customers. In every case our client is the end customer; the introducing partner has no commercial relationship with us, and our recommendations are made solely on the merits of the customer’s situation.
Our consultants bring hands-on experience across contact centre architecture, enterprise voice, CCaaS and UCaaS transformation, and programme governance, gained working with large organisations including HSBC Global, HomeServe (Group, UK, USA and Spain), AXA UK, Marks & Spencer, Yell, Cornish Mutual, Direct Line Group, Royal Bank of Scotland, Equiniti, and Prudential. That depth of delivery experience, across technical design, competitive procurement, and programme governance at enterprise scale, means our clients receive practical advice grounded in real-world outcomes rather than theory.
HiSynergy was founded by Stuart Fadden, who continues to lead the consultancy as Founder & Managing Director. Stuart has nearly three decades of experience in contact centre and customer engagement programmes and is the author of From Contact Centre to Customer Engagement, the paper at the heart of our current thought leadership programme.
If you would like an independent view on a contact centre or customer engagement programme, evaluation, or supplier decision, please get in touch.
