Forum Posts
How does Sinch Contact Center manage faxes?
Sinch recommends handling faxes in Sinch Contact Center as e-mail attachments. We suggest using a third-party fax service capable of receiving faxes and creating e-mails with faxes attached. These e-mails are then routed to agents via queues in Conta...
Does Sinch Contact Center support the capability to leave voicemails after hours?
Yes. The Sinch Contact Center IVR (Interactive Voice Response) has queue-voicemail capability allowing customers to leave voicemail, for example, if they are calling outside regular business hours. The next morning, or whenever agents are available a...
Which Telco Providers does Sinch Contact Center support? How are telephone numbers provisioned?
Sinch Contact Center works with any Telco provider. We support both traditional Telecom providers as well as Internet Telecom providers like Twilio or Telnyx. Sinch does not currently provision telephone numbers, although we are happy to discuss this...
How can an agent working on chat get help from a colleague?
Communication Panel in Sinch Contact Center makes it possible for agents to transfer chats to another agent or to a queue, if needed. An internal directory displays who is currently available so agents can make the best choice. While on an active cha...
Which communication channels does Sinch Contact Center offer?
Sinch Contact Center supports most commonly used business communication channels. While other vendors only support a couple channels (for example, voice and chat), SInch supports all commonly used communication channels including: Telephony/voice E-m...
Which languages does Sinch Contact Center support?
Sinch Contact Center supports most commonly-spoken business languages. The agent-facing user interface is available in: English Chinese Croatian Czech Danish Dutch Estonian Finnish French German Hungarian Italian Japanese Norwegian Polish Portuguese ...
How is Sinch Contact Center priced?
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 em...
Does Sinch Contact Center support video chat?
The latest release of Sinch Contact Center includes WebRTC-based support for video chat. It allows website visitors to use video chat (audio + video + text) when interacting with customer service agents. Learn more about Sinch Contact Center.
Working on chats all day can be quite repetitive. Does Sinch Contact Center have any features to make life easier?
Yes, Contact Center allows you to create canned responses (also known as reply templates) with predefined texts that can be easily sent in chats, saving agents from a lot of typing. By the way, reply templates also work with e-mails to make it quick ...
Does Sinch Contact Center come with its own e-mail server?
No. Rather than have its own email server, Sinch Contact Center makes it very easy for you to continue using your existing email infrastructure by connecting with IMAP and SMTP. Learn more about Sinch Contact Center.
Can Sinch Contact Center support dedicated agents for VIP callers?
Yes. Routing and call allocation in Sinch Contact Center can be configured to handle VIP callers in a specific way. You accomplish this by having the built-in IVR (in silent mode) perform a query to a data source holding the list of VIP callers. Call...
