Sinch Contact Pro delivers a first-class omnichannel support experience by consolidating calls, emails, web chat, video, SMS, and messaging apps into a single solution. Designed to provide five-star customer service, it enables businesses to offer a consistent and satisfying experience across all communication channels. The cloud-based solution eliminates the need for in-house infrastructure, integration, and IT support, resulting in significant cost savings. It integrates seamlessly with third-party CRM systems like Salesforce, ServiceNow, and SAP, ensuring that agents have a comprehensive view of the customer. With features like skills-based routing, blended inbound/outbound calls, interaction history, and real-time dashboards, Contact Pro maximizes agent efficiency and customer satisfaction. It supports customer service transformation by providing the tools needed to meet performance targets and KPIs, and its open extension framework allows for easy integration of chatbots, CRM, and WFM systems.

Features:

• Provide omnichannel support: Whether they reach you by phone, e-mail, chat, video, SMS, or messaging apps, your customers get a consistent, satisfying experience.
• Integrate third-party CRM: Easy integration with third-party CRM systems, including Salesforce, ServiceNow, SAP, and more.
• Reduce operatonal costs: Eliminating in-house infrastructure, integration, and IT support expenses means you save big!

All-in-one omnichannel contact center solution

• Rather than toggling between screens, agents use one tool across all channels – phone (inbound/outbound), email, chat, video, SMS, and messaging apps. Reduce headaches and increase productivity!

Skills-based routing

• 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.

Blended inbound/outbound

• Want to maximize efficiency? Outbound 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!

Interaction history

• Call logs, recordings, chat transcripts, 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.

Integration

• Out-of-box integration with Salesforce, ServiceNow, and SAP, along with RESTful APIs and an open extension framework, let you easily integrate chatbots, CRM, WFM, and more.