10-03-201907:10 AM - last edited on 12-13-202108:51 AM by John_Burton
Sinch Contact Pro offers support for telephony/voice, email, web chat, video chat, SMS, and various popular messaging apps such as Facebook Messenger, WhatsApp, Viber, Instagram, and more.
Sinch Contact Pro is an omnichannel solution that enables real-time and non-real-time conversations with a routing logic that aims at optimizing defined KPIs. This is an important distinction from solutions that just combine channels, but where each incoming channel has its own logic and KPI consideration.
Routing in Contact Pro considers all conversations in queue and the defined service levels for each conversation, so no critical time limits elapse when avoidable. As an example, even if emails typically have a longer acceptable response time than a real-time conversations such as voice, there could be times when an email hasqueued long enough to be closer to the critical response time set by the KPI than the just incoming call.
This is important: Omnichannel is more than just a combination of channels, it is also about the unified logic and handling.