Yes, Contact Pro allows you to create reply templates (also known as "canned responses" or "snippets") with predefined texts that can be easily sent in chats (including live Web chat, SMS, and messaging apps), saving agents from a lot of typing. By t...
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...
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...
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...
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...
Hi! I have some questions related to History. The documentation says "The maximum number of displayed interactions is 500, and the history can cover from one day to 4 weeks.". If there is a need to find e-mails older than 4 weeks. What options are th...
Sinch Contact Pro cloud service is a fully software-based omnichannel contact-center solution that enables customer service across communication channels. The solution supports phone/voice, email, webchat, SMS, and popular messaging apps. Watch the v...
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...
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...
Yes, Sinch Contact Pro includes an integrated IVR for self-service, survey functionality, customer identification, call allocation, and data capture. With the efforts of our partners, there is extended functionality available and productized within t...