Sinch Contact Center Delivers Enhanced Customer Service
Sinch has added to its comprehensive portfolio of interconnect services with the Sinch Contact Center cloud service. This software-based omnichannel contact center solution enables frictionless customer service as part of the overall communications-platform-as-a-service (CPaaS) strategy. Sinch Contact Center facilitates seamless communication with customers through their preferred communication channels and equips managers and team leaders with the tools required to stay a step ahead of customers.
Today’s consumers are fully connected and well informed, and they want their customer experience to match their always-on expectations. Customer service teams face the challenge of trying to meet rising customer demands, and they need a solution that not only helps deliver personalized support, but also provides real-time insights. Contact Center helps organizations deliver consistent service that will lead to lifelong customer relationships.
Sinch Contact Center is a new cloud service that builds on on-premise contact center software from SAP, putting a modern contact center solution at agents’ fingertips with key capabilities such as:
Omnichannel interaction routing across communication channels, including voice, e-mail, chat, SMS and popular messaging apps such as WhatsApp Messenger and Facebook Messenger, allowing customers to use their preferred communication channels
Universal queuing and skills-based routing to employees across the organization – even to those working outside the contact center – ensuring that each inquiry is handled by the employee best suited to address it
Historical overview of previous customer interactions
Out-of-the-box integration with SAP applications, including the SAP Service Cloud portfolio, the SAP Customer Relationship Management application and SAP S/4HANA
Real-time monitoring, reporting and analytics to address issues before they become problems.
Sinch Contact Center cloud service customers will experience many benefits, including reduced call handling times, increased first-contact resolution and improved customer satisfaction.
Sinch Contact Center capabilities are easily accessible over a modern browser-based user interface without the need for any downloads, installations or add-ons. The cloud service allows agents to serve multiple customers simultaneously across channels and can be used on its own or run alongside customer relationship management software and other business applications. It works out-of-the-box with SAP solutions and can be integrated with other software systems using APIs.