Sinch Contact Center cloud service is a subscription service with usage-based pricing billed in blocks of 1,000 interactions (known as “records”). For example, an inbound phone call is considered one record. An inbound email is one record; a reply email is an additional record. Chat conversations (including web chat, SMS, or social messaging conversations) are billed per conversation, not per post, with each distinct conversation being one record. Call recordings are considered an additional record.
We use a pricing tool to help you estimate your “record” usage volume based on your historic contact volumes. However, as a rule of thumb, each agent typically generates between 1K and 1.5K records per month in a typical contact center environment. In general, we believe that Sinch Contact Center is provides faster ROI and better value for your money than most other competitors in the industry.