Sinch Contact Pro includes a Supervisor Dashboard, which is a web-based standalone application designed for contact center team leaders and supervisors.
It shows what is going on right now in the contact center, and what happened since the start of the day. Not only does it provide a graphical representation of today's conversations, Supervisor Dashboard also enables changing agents’ queue assignments and skill levels in real-time.
Sinch Contact Pro additionally provides comprehensive historical reporting on queues, agents, service levels, and much more.
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Sinch recommends handling faxes in Sinch Contact Pro 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 Contact Pro.
Note: It is possible to configure if agents, who are busy with an email, can receive additional emails, web chats, or calls.
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Yes. The Sinch Contact Pro 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 again, voice mails will be routed to agents assigned to voicemail queues.
The Communication Panel user interface -- which is standard in Sinch Contact Pro cloud service and optional for Sinch Contact Pro on-premise -- supports queue-based voicemail so that callers can leave messages after hours when the contact center is closed. It is recommend as a best practice in Sinch Contact Pro cloud service to attach voicemails to emails so that they can be routed to agents, as there is no possibility in the Communication Panel user interface for agents to check the voicemail queue.
The Communication Desktop (CDT) interface, -- which comes standard with the on-premise version of Sinch Contact Pro -- also supports the personal user voicemail for direct calls to individual agents. The CDT interface also provides additional options for users to check the voicemail queue.
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Sinch Contact Pro comes with web chat out-of-the box. No additional services need to be consumed or licensed for web chat to work. In addition to providing web chat support in Communication Panel, Contact Pro makes it really easy to embed a visitor web chat client in a company website. Using the Contact Pro chat client generator, you automatically generate JavaScript/HTML code and simply copy/paste it to your company website.
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Communication Panel in Sinch Contact Pro 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 chat, agents can also consult with a colleague via chat.
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Sinch Contact Pro provides video chat in the Communication Panel using the native Web RTC functionality built into your web browser. There is no need to install any software, extensions or browser add-ons. It works out of the box, allowing website visitors to use video chat (including audio) when interacting with customer service agents. During a normal webchat session, either the customer or agent can request to switch to video chat.
In addition, you can also add video to an existing phone call using Sinch Video (requires a separate Sinch Video license). Sometimes during a phone call, a technician may need to actually see the piece of equipment or machinery that the customer is struggling with. In such cases, the agent can send invite (sent to the customer's mobile phone via an SMS message) inviting the customer to start a video session, which can run in parallel to the existing phone call. Note: Sinch Video provides video only and does not provide audio or text chat.
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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 the way, reply templates also work with e-mails to make it quick and easy to compose a new e-mail or email reply. Check out this video to see Reply Templates in action!
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No. Rather than have its own email server, Sinch Contact Pro makes it very easy for you to continue using your existing email infrastructure by connecting with IMAP and SMTP.
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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 routing for VIP callers will then be done according to defined destinations and/or skills requirements.
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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 example, can increase efficiency because agents can work on outbound campaign calls when inbound call volumes are low.
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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 finish working on the email. Similarly, an agent processing a customer chat may accept another customer chat, toggling between the two customer conversations as necessary.
Agents can easily toggle between different customer conversations by clicking the respective conversation in the 'My Conversations' list. Managing multiple simultaneous chats can be difficult so we recommend allocating just two or three simultaneous chat sessions per agent.
The Communication Panel (agent UI) places each conversation (web chat, messaging app chat, SMS chat, email, phone call, etc.) in a separate item in the 'My Conversations' list.
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Yes, the Sinch Contact Pro Communication Panel now reports A-number and B-number to SAP C4C in this use case. However, when displayed in the C4C user interface, those two numbers are swapped. We are currently looking into why this is happening.
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Hi Roman,
Thanks for your questions. I have provided answers in blue below:
Q1. 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 there for that?
A1. The Interaction History includes a Detailed Search button, which when clicked allows you to set your own date range, which is not limited to 4 weeks.
Q2. Is there any way possible to see the Subject of e-mails without opening them in the History view? The same goes for Interactions part in the directory entry.
A2. The subject cannot be displayed in the Interaction History view, however, the Detailed Search allows you to specify additional search criteria, such as email subject and email body text. With these search fields you can specify words you are looking for in the subject and/or body, narrowing down the resulting list.
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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 performed directly in the user interface and are applied on-the-fly.
Supervisors can also move agents from one queue to another or log them out of, or into, a queue
Allows the monitoring user to look into agent activities and drill down to call level and contact status.
A real-time monitoring application that, with the click of a mouse, can be used to adjust operations, is a powerful tool that brings down the managerial reaction time to just seconds and it saves valuable time both for management and the IT department.
The monitoring UI furthermore provides a comprehensive view of queues and agents under the responsibility of the monitoring user. Color indications and alarm thresholds can be adjusted with drag and drop to the get appropriate level of warning if and when a certain KPI is coming close to or exceeds a critical level and actions needs to be taken. Daily reports can be popped up, providing daily statistics so far compared to a relevant benchmark value.
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Sinch recommends handling faxes in Sinch Contact Pro 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 Contact ...
Yes. The Sinch Contact Pro 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 agai...
Communication Panel in Sinch Contact Pro 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 chat, ...
Sinch Contact Pro provides video chat in the Communication Panel using
the native Web RTC functionality built into your web browser. There is
no need to install any software, extensions or browser add-ons. It works
out of the box, allowing website vi...
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...
Sinch Contact Pro includes a Supervisor Dashboard, which is a web-based
standalone application designed for contact center team leaders and
supervisors. It shows what is going on right now in the contact center,
and what happened since the start of t...
Sinch Contact Pro comes with web chat out-of-the box. No additional
services need to be consumed or licensed for web chat to work. In
addition to providing web chat support in Communication Panel, Contact
Pro makes it really easy to embed a visitor w...
Yes, the Sinch Contact Pro Communication Panel now reports A-number and
B-number to SAP C4C in this use case. However, when displayed in the C4C
user interface, those two numbers are swapped. We are currently looking
into why this is happening.
Hi Roman, Thanks for your questions. I have provided answers in blue
below: Q1. 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 ...
