The Contingent’s transformation in 10 days: A 30% boost in contact center efficiency

Discover how Zennify launched a fully customized contact center in just 10 business days, boosting efficiency, accelerating impact, and supporting real-time community engagement.

About Contingent

The Contingent, a mission-driven nonprofit organization, needed to modernize their contact center to better serve a growing and diverse community. Their goal was to implement a flexible, scalable communications platform that could be tailored to their specific needs, and they needed it up and running fast.

10 Days to go live

Like many nonprofits, The Contingent faced the dual pressures of limited resources and high community demand. They needed a powerful, scalable contact center solution, but didn’t have months to plan and deploy it. With new initiatives launching and community engagement increasing, they had just 10 business days to get a system live that could support urgent, high-volume communication.

The new platform had to:

Be implemented quickly without compromising quality
Improve agent efficiency and responsiveness
Scale with evolving program and outreach needs
Be easily customizable to meet the diverse requirements of the communities they serve

Zennify (formally Terazo) was brought in to make it happen, fast.

The Zennify Solution

Platform implemented

Twilio Flex and Studio, delivered using Zennify’s Flex Kickstarter framework

Features delivered

Custom call flows, cross-channel support, agent workflows

Built for

Rapid launch, long-term scale, and nonprofit needs

Live in

Just 10 business days, fully functional, fully customized

Fast, flexible, and future-ready

To meet the 10-day deadline without sacrificing flexibility or scalability, Zennify deployed a tailored solution using Twilio Flex, a cloud-based, programmable contact center platform designed for rapid customization. Leveraging its Flex Kickstarter framework, Zennify accelerated delivery while still aligning the system with the nonprofit’s unique communication needs.

To create seamless interactions across channels, Twilio Studio was used to build intuitive communication flows, enabling agents to handle complex inquiries efficiently. The platform was designed with long-term customer contact and support goals in mind, giving the organization a reliable, scalable foundation that could grow as their mission evolved.

In just 10 business days, Zennify delivered a production-ready contact center, fully customized, and built for impact.

Outcomes that matter

10 day

implementation time

30%

improvement in agent efficiency

Custom workflows

designed for nonprofit communication needs

Working with Zennify & Twilio was a breath of fresh air. The team’s commitment and expertise made it very easy. In the end, it was no surprise that they managed to deliver the whole implementation in just two weeks.

Kaitlyn Jolley

CX Director, The Contingent