Customers today place high expectations on service and prompt resolution. Experience economy is driving new levels of interconnectivity and flexibility. Provide five-star omnichannel customer service with a single solution. Calls, emails, web chat, video, SMS, and messaging apps are now all in one place!
Improve Customer Service with Cloud-based or onPremise-based Omnichannel Communications
Sinch contact center Contact Pro is available in both Cloud (private/public) and onPremise versions and supports consistent service across all channels no matter how or whom customers contact. The omnichannel customer service enables frictionless customer experiences, improves satisfaction through reduced wait and handling times and fewer dropped calls and strengthen cross-sell opportunities with detailed, real-time customer profiles and histories.
Single, shared customer view
Improve customer experiences and first-time resolution with intelligent skill-based routing.
Process excellence with optimized routing of customer contacts and tasks across the customer service journey.
Enable communications with customers across various channels.
Intelligent, interconnected customer service
Single customer views
Places the customer at the center of the business.
Enables first-contact resolution.
Delivers consistent service no matter whom or how it is initiated.
More value-added tasks to build trust and profitable relationships.
Skills-based routing directs customers to best-suited agent.
Omnichannel communications support customer preferences.
Engages across all channels on customers’ terms.
Cloud-based solution reduces complexity and resource constraints.
Aggregates enterprise experiential and operational data.
Presents detailed, real-time customer histories and up-or cross-sell opportunities.
Offers actionable insights based on customer preferences and behavior.
Embeds capabilities with business apps to enhance interactions.
Reduces call-waiting, handling times, and dropped calls.
Analytics and reporting monitor service levels and contact center performance.
Transform your legacy call center. Go Cloud. Go Sinch Contact Pro!
Aging legacy call-center solutions are difficult and costly to maintain. Out with the old, in with the new and very much improved! Sinch Contact Pro runs in the cloud, eliminating infrastructure and maintenance costs – all while providing everything your agents need to deliver true omnichannel customer service!
Adopt and scale to manage customer service expectations and needs
Gain agility and scalability with single cloud-based solution.
Easily add new channels and services to support customers and agents.
Provide consistent access to engagement tools, communication channels, and data for all agents.
Lower internal infrastructure, operational, and integration costs with usage-based pricing.
All-in-one omnichannel contact center solution
Rather than toggling betwen screens, agents use one tool across all channels – phone (inbound/outbound), email chat, video, SMS, and messaging apps. Reduce headaches and increase productivity!
Using contact-attached-data (CAD) and skills-based routing, you can connect customers to the best-suited agent to help drive first contact resolution (FCR) and customer satisfaction (CSAT). In other words: makes your life easier.
Want to maximize efficinecy? Outbond calls (for campaigns and call lists) can be blended with regular inbound calls during non-peak hours. We've even got automated predictive dialing No agent time wasted!
Call logs, recordings, chat transcirpts, and script and survey results provide agents with an instant view of the customer, helping reduce average handle time (AHT).
Dashboards and analytics
Real-time dashboards and alerts help supervisors monitor performance and stop problems before they start. Reports help managers ensure performance targets and KPIs are being met.
Out-of-box integration with SAP, Salesforce, and ServiceNow along with RESTful APIs and an open extension framework let you easily integrate chatbots, CRM, WFM (workforce management), and more.
Supports communications preferences and enable customers to initiate contact on their terms.
Equips employees and agents with relevant digital communications channels and enablement tools.
Intelligently routes customer inquires to the best-qualified agent, employee, or team.
Improves first-contact resolution to help increase customer experiences and satisfaction.
Provides a single tool for all service-related tasks.
Service capabilities embedded in business apps improve responsiveness and outcomes.
Cloud-based solution enables agility and scalability and reduces infrastructure costs.
Modern user interface leveraging HTML5 and WebRTC to support omnichannel customer engagement.
Omnichannel routing provides a consistent in-context experience across every channel.
Real-time analytics and reporting help customer interactions and monitor performance.
Are you interested in Sinch Contact Pro? Get in touch with us! We will be happy to talk to you.
The transition of the contact centre handling incoming communication with our customers to the SAP platform provides us with the right tools for effective management of the Contract Centre’s productivity and constitutes a first step towards a comprehensive multi-channel communication implementation in our company.
Ing. Pavla Bublíková, CFO at Vodňanská drůbež, a.s.
We, as the leader on the market fully understand, that in serving our customers we need to go beyond a traditional relationship, and we need to be closer to our customers. Building a truly multichannel contact center is a part of a strategic initiative of our company to continuously increase customer satisfaction.
Alexious Mulemba, Director Information Technology, AAB & Bros. Co.
Our decision to introduce the SAP company solution has proved perfectly right. It is thanks to provided benefits, a six-week implementation period, and its seamless integration into the already existing system for customer servicing. Today our contact center is an integral part of the customer care process and it also represents one of our most significant sales channels.
Implementing SAP CC provided us with more efficient marketing processes, such as a clearer customer overview. Since we seamlessly integrated SAP CC with other SAP solutions, we have been able to offer our customers better service and flexibly respond to their needs and demands.
Ing. Miroslav Hübner, MBA, IT Director, Pražská energetika, a.s.