Overview

This document describes the Sinch Contact Pro cloud service.

Target audience

This document is targeted at Sinch Contact Pro customers and prospects, trained customer representatives, and implementation partners.

General

Sinch Contact Pro delivers omnichannel routing and conversation handling for:

  • telephony/voice

  • workflow tasks (such as CRM tickets)

  • email

  • live web chat

  • SMS/MMS (requires Sinch SMS or Sinch Conversation API)

  • social messaging apps (requires Sinch Conversation API) such as WhatsApp, Viber, RCS, Telegram, Line, WeChat, and Facebook Messenger

Sinch Contact Pro provides contact center agents with Communication Panel (CP), a responsive HTML5-based user interface that runs in popular web browsers without the need for any installations or browser add-ons. It also offers an easy-to-use, customizable, customer-facing chat client. Sinch Contact Pro comes fully integrated with other Sinch products, like Sinch Voice, Sinch Conversation API, and Chatlayer.

Sinch Contact Pro provides ready-made integrations with Salesforce, Microsoft Dynamics 365, ServiceNow, SAP Service Cloud (C4C), SAP SuccessFactors Employee Central Service Center, SAP CRM, and SAP S/4HANA. In addition, open APIs are available for integration with third-party software such as workforce management (WFM), analytics, and more.

User interfaces

Communication Panel is the application used by agents to handle customer conversations, such as phone calls, emails, and chats (web chat, SMS and social messaging chat) in Sinch Contact Pro. Communication Panel provides easy access to conversation history as well as to a directory of internal and external contact persons.

Dashboard enables managers to monitor agent performance, queue status, and service level in real time. In addition, it is used to assign agents to queues and to update agent skill levels.

SAP Business Objects enables analysts and managers to view and generate historical reports of agents, queues, volumes, scripts, and outbound campaigns.

Visitor Chat Configurator is the tool to create web chat and launchpad widgets that can be embedded into customer-facing websites. A built-in wizard enables administrators to customize the look and feel of the widget and it generates a ready-to-use script that can be inserted on the website.

Data Privacy Officer (DPO) Report UI enables a company’s DPO to collect and anonymize conversation-related data to meet European Union General Data Protection Regulation (GDPR) requirements.

System Configurator (SC) is the tool to configure Sinch Contact Pro functionality, such as users, queues, routing rules for conversations, and IVRs. Access to System Configurator is typically granted only to contact center administrators.

Platform features

Copying of call recordings and email attachments

Call recordings and email attachments are stored in tenant-specific AWS S3 bucket. In case there is a need to transfer these files to the customer, there are two options available.

Amazon S3 Replication replicates content from tenant-specific bucket to customer’s own AWS S3 bucket. This AWS S3 bucket shall be in the same AWS region where the customer’s Sinch Contact Pro is hosted. When activated, the customer’s call recordings and contact trace record (CTR) will be automatically copied to their own AWS bucket as soon as Sinch Contact Pro has stored them. Replication is suitable for all business scenarios, especially when number of files is large.

SFTP can be used if customer does not have the possibility to set up an own AWS S3 bucket for replication. In this case, the content can be obtained via SFTP. Please note that file transfer is done over the internet, and it can be slow if size and number of files to be transferred is large.