Deliver frictionless omnichannel customer service

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 operational costs

Eliminating in-house infrastructure, integration, and IT support expenses means you save big!  

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The only SAP-endorsed contact center solution

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SAP endorsed app

Scale you customer service with the right cloud solution

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! 

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All-in-one omnichannel contact center solution

Omnichannel support

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. 

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Frequently asked questions

  • What is omnichannel support?

    The goal of omnichannel customer support is to provide a unified and seamless experience for customers on any channel they use to interact with business. Delivering this kind of experience requires a customer service software that puts all your customers’ favorite channels at your agents’ fingertips in a single interface. 

  • Which communication channels are available in Contact Pro?

    Sinch Contact Pro is a true omnichannel solution, supporting all commonly used contact-center communication channels including telephony, email, chat, video, SMS, and messaging apps such as WhatsApp, Facebook Messenger, Viber, and more. 

  • Does Sinch Contact Pro support chat bots? 

    Sinch’s own chatbot solution – Sinch Chatlayer -- comes pre-integrated out-of-box with Sinch Contact Center, helping deflect contact-center traffic while improving customer experience.

  • With which CRM products can Sinch Contact Pro integrate? 

    Sinch Contact Pro provides out-of-box integration with leading CRM products from Salesforce, ServiceNow, and SAP. We’re also planning additional integration for other products such as Microsoft Dynamics. 

  • Does Sinch Contact Pro provide tools for supervisors? 

    Yes! Sinch Contact Pro includes a Supervisor Dashboard web application that provides real-time dashboards and alerts. Team leaders and supervisors can monitor what's going on in the contact center and make real-time adjustments to agent queue assignments, skill levels, and queue staffing levels. 

  • Does Sinch Contact Pro support outbound campaigns? 

    Of course! Sinch Contact Pro supports the creation and execution of outbound campaigns. Call lists can also be imported from third-party marketing tools via open API, and then executed via automated outbound dialing using either preview, progressive, or predictive mode. 

Contact center insights

Provide the best omnichannel support experience

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We support your customer service transformation

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Our products empower your customer experience across the customer journey

Campaigns

Create and deliver personalized mobile messaging campaigns that transform brand experience.
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Engage

A quick start into the world of conversational messaging

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Contact Pro gives us a unique advantage. It brings all our communication needs onto one platform to open IP telephony for everyone who needs it - telemarketing experts, customer service agents, switchboard operators, office workers, mobile experts, and their managers. It’s a complete inbound and outbound call center solution.
Bandar Al-Otaibi Information
Technology, and Digital Transformation Director

32%

reduction in time spent on calls

25%

more calls handled

4%

increase in revenue

Read the story
Sinch cloud connect
Now that we’ve changed to cloud, we can introduce new channels, such as WhatsApp and SMS. We’ll get immediate access to all new features, product updates, and improvements without investing too much effort to make everything work with our existing systems.
Horst Haschke
Head of IT at ARYZTA Germany
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Woman wearing headset with the text 50 call agents using the cloud solution from anywhere and messaging application icons
Contact Pro is integrated with SAP C4C so everything happens in the same platform. Calls come in, we receive emails, and we communicate with customers through emails with the same platform. It’s our go-to place for customer service.
Christina Strand
Customer Excellence Manager, Mirka

80

agents

20

subsidaries

4000

average monthly inbound calls

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Woman speaking on a phone
Sinch enables us to handle seasonal retail volumes. For example, during Black Week, we were able to handle 50% more contacts than previous years.
Tobias Zackrisson
Business Development Manager, Elkjop

50%

more contacts handled

elkjop testimonial
Contact Pro is the perfect tool for customer retention and for customer experience – the transparency and efficiency of the tools have made our work so much easier.
Jonathan Attali
Director of Marketing & Digital at Zadig&Voltaire
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Transform your legacy call center. Go Cloud. Go Sinch Contact Pro!

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