Sinch Contact Pro

Sinch Contact Pro enables the system to direct incoming queries to the most appropriate agent based on their specific expertise and language proficiency. It assists in reducing transfer rates by ensuring that complex customer issues are matched with the right skill set during initial contact.

The software supports a wide array of communication channels, including voice, email, and social messaging, all within a single unified interface. It enables agents to maintain a consistent conversation with customers, regardless of which digital platform the customer uses for support.

This feature enables agents to handle both incoming customer requests and proactive outbound campaigns simultaneously. Sinch Contact Pro optimizes agent productivity by automatically balancing the workload in real time based on traffic, ensuring resources are used effectively during both peak and slow periods.

The platform supports a comprehensive view of all previous customer interactions across various channels. It enables agents to understand the full context of a customer's journey before the conversation begins. In this regard, it helps deliver more personalized and efficient support to the user.

Sinch Contact Pro enables supervisors to monitor contact center performance in real-time through customizable visual dashboards. It supports data-driven decision-making by providing detailed reports on KPIs, such as average handle time, resolution rates, and agent occupancy levels across the organization.