Sinch Contact Center is now Sinch Contact Pro
Sinch Contact Center is now known as Sinch Contact Pro. Please note that the old name may still appear in older materials.
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New documentation site available
Sinch Contact Pro (previously Sinch Contact Center) has a documentation site available for cloud customers: https://docs.cc.sinch.com/cloud/index.html Documentation for on-premise customers can be found at: https://docs.cc.sinch.com/onpremise/latest/...
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...
Does Sinch Contact Pro support agents being able to handle inbound calls as well as outbound campaign calls?
Yes, Sinch Contact Pro allows blending of all supported channels (calls, emails, chats, SMS messages, WhatsApp messages, etc.), whether inbound or outbound. You don’t have to blend channels, but you can. Blending inbound and outbound calls, for examp...
Does Sinch Contact Pro allow agents to work on more than one customer issue at a time?
Yes, Sinch Contact Pro can be configured to allow agents to accept and work on multiple customer conversations in parallel. For example, an agent who is working on an email may accept an incoming customer chat and process the chat before returning to...
In which countries is Sinch Contact Pro cloud service available?
Sinch Contact Pro cloud service is available in most countries around the globe with only a few exceptions. Sinch Contact Pro cloud service is unfortunately not currently available in the following countries: Bahrain China Greece Lithuania Russia Lea...
Does Sinch Contact Pro integrate with existing IP PBX systems or do you need to replace your telephony system?
Sinch Contact Pro can be used in conjunction with your existing telephony infrastructure (assuming your IP-PBX supports SIP trunking). It is not necessary to replace your existing PBX and/or corporate telephony system in order to utilize Contact Pro....
Which CRM and/or ticketing systems does Sinch Contact Pro integrate with?
The Sinch Contact Pro Communication Panel provides out-of-box integration with many customer-facing business applications including: Salesforce ServiceNow SAP Service Cloud (C4C) SAP CRM SAP S/4HANA for Customer Management SAP SuccessFactors Employee...
How long does it take to get up and running with Sinch Contact Pro cloud service?
Once you sign a contract for Sinch Contact Pro cloud service, we will immediately begin provisioning your tenant so that it is available by the contract start date. The process typically takes about 5 days. This service is included with your subscrip...
Contact Pro outbound campaigns with SAP C4C
Hi Guys, I see the newest release of Sinch Contact Pro includes outbound campaigns management in the Communication Panel (CP) user interface. My question is: if we use the Communication Panel integrated (embedded) inside SAP Service Cloud (C4C), is a...
How do you switch from SAP BCM (on-premise) to Sinch Contact Pro?
Existing customers using SAP Contact Center on-premise (formerly SAP BCM) who want to switch to the Sinch Contact Pro cloud service do need to terminate their support contract for Contact Center on-premise perpetual license and sign a new contract fo...
How is Sinch Contact Pro different from SAP BCM? Is it on-premise or Cloud?
Sinch Contact Pro is available via either cloud service or on-premise deployment. Most organizations today prefer to run their contact center operations in the Cloud, but some organization do still require an on-premise deployment due to e.g., govern...
What is Sinch Contact Pro cloud service?
Sinch Contact Pro cloud service puts a cloud-based contact center solution at your fingertips. Running alongside your business apps, or embedded in them, Contact Pro ties all your digital service channels together – across business units or around th...
Does Sinch Contact Pro include real-time monitoring?
Yes - Sinch Contact Pro includes real-time monitoring. The online monitoring application of Contact Pro actually goes beyond what is normally expected by a monitoring user interface: Adjustments to queues, skills, and other configurations can be perf...
Does Sinch Contact Pro (cloud service) provide call recording?
Yes - Sinch Contact Pro cloud service provides call recording capability. Users are able to record phone calls at any point during a conversation. Alternatively, recording can be configured centrally for all calls or for specific queues. Call recordi...
Does Sinch Contact Pro offer multi-chat?
Yes, Sinch Contact Pro can be configured to allow multiple simultaneous chats per agent, which means agents can very easily move between chat conversations by clicking the respective conversation in the 'My Conversations' list. Managing multiple simu...
Does Sinch Contact Pro offer unified omnichannel routing?
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 rea...