Sinch Contact Center offers support for voice, email, chat, SMS, and messenger channels (including Facebook Messenger, WhatsApp, and Viber).
Sinch Contact Center is an omnichannel solution that enables real-time and non-real-time interactions with a routing logic that aims at optimizing defined KPIs. This is an important distinction from solutions that just combine channels, but where each incoming channel has its own logic and KPI consideration.
Routing in Contact Center considers all interactions in queue and the defined service levels for each interaction, so no critical time limits elapse when avoidable. As an example, even if emails typically have a longer acceptable response time than a real-time interactions such as voice, there could be times when an email has queued long enough to be closer to the critical response time set by the KPI than the just incoming call.
This is important: Omnichannel is more than just a combination of channels, it is also about the unified logic and handling.