Sinch Contact Pro is a cloud-based contact center solution supporting voice, e-mail, chat, SMS, messaging apps, and other channels. It enables organisations to deliver consistent customer service while managing operational costs effectively.
Sinch Contact Pro is pre-installed and cloud-configured, allowing a fast start-up with minimal setup requirements.
As a SaaS solution, Sinch Contact Pro eliminates expenses related to hardware, software, networks, backups, security, and maintenance.
All hardware and software updates are managed within the service.
Subscription options adjust to the changing needs of a contact center.
A browser and an internet connection provide access to Sinch Contact Pro from various devices worldwide.
• Omni-channel interaction routing across voice, e-mail, chat, SMS, and messaging apps like WhatsApp and Facebook Messenger.
• Universal queuing and skills-based routing to employees, including those outside the contact center.
• Historical interaction records for a complete customer overview.
• Seamless integration with SAP solutions, including SAP Service Cloud, SAP Customer Relationship Management, and SAP S/4HANA.
• Real-time monitoring, reporting, and analytics to identify and address issues proactively.
• Compatibility with non-SAP business applications such as Salesforce.
Sinch Contact Pro includes essential telephony capabilities for enterprise-level contact centers:
• VR and skills-based routing to connect callers with the most suitable agent.
• Voicemail queuing for messages outside business hours.
• Scheduled callbacks during peak times to reduce hold times.
• Call recording with pause/resume options for PCI and GDPR compliance.
• Outbound call lists and campaign management, including blended inbound/outbound campaigns.
• Interactive call scripting to assist agents in handling complex or regulated conversations.
• Predefined e-mail and chat response templates to improve response efficiency.
• Post-call surveys to assess and improve customer experience.
• Real-time dashboards, reports, and analytics for performance optimisation.
