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.

Key Benefits

Intelligent, interconnected customer service

Customer experience	Intelligent interconnectivity	Single customer views	End-to-end service
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

Business Values

1. Supports communications preferences and enable customers to initiate contact on their terms.
2. Equips employees and agents with relevant digital communications channels and enablement tools.
3. Intelligently routes customer inquires to the best-qualified agent, employee, or team.
4. Improves first-contact resolution to help increase customer experiences and satisfaction.
5. Provides a single tool for all service-related tasks.

Technical Values

1. Service capabilities embedded in business apps improve responsiveness and outcomes.
2. Cloud-based solution enables agility and scalability and reduces infrastructure costs.
3. Modern user interface leveraging HTML5 and WebRTC to support omnichannel customer engagement.
4. Omnichannel routing provides a consistent in-context experience across every channel.
5. Real-time analytics and reporting help customer interactions and monitor performance.