Customer is king, so you want your services team to be available for your clients via every possible channel. The downside of all that flexibility is a lack of overview, making it difficult for customer service agents to follow up on requests and complaints and, in the longer term, for your organization to get a grip on customer needs. That’s why SAP decided to integrate the Sinch Contact Pro omnichannel communications platform into SAP Intelligent Service Cloud.

What is Sinch Contact Pro?

Sinch is a global leader in cloud communications for mobile customer engagement and a preferred SAP partner. Its Contact Pro omnichannel contact platform, which was tested and premium certified by SAP, supports all commonly used contact center communication channels: phone, email, chat, video, SMS, and messaging apps such as WhatsApp, Facebook Messenger, Viber, etc. So, regardless of the channels customers are using, service agents can easily access their messages, interact with them, track conversations, and maintain a clear overview."

Sinch Contact Pro is an SAP Endorsed app. Check it out in the SAP Store.

Why integrate SAP Intelligent Service Cloud with Sinch?

There are many benefits of integrating Sinch with your SAP Service Cloud solution:

Increased efficiency. As service agents can communicate with customers, check customer details, interaction history, and call recordings, and follow up service tickets in one single system, they win substantial time. Moreover, the built-in distribution system routes messages to the next available agent in the queue, ensuring efficient inquiry handling.By increasing the efficiency of service agents and even automating conversations, the tool helps cut customer service costs.

Fast and personalised contact enhances customer satisfaction: Customers love the consistent, personalized contact experience across channels. Inquiries get resolved quicker too, because the system provides a 360-degree customer view and connects customers with the best-suited agent. The system even configures automated messages (chat prompts) to encourage customers to contact your business during service times if no agents are available.

Ensure happy service agents: your agents only need one tool, which makes their lives much easier. Moreover, as colleagues have access to the entire customer history (including transcripts of every conversation!), numerous agents can handle every case. No more stress when your agents leave on holiday or are off sick.

Gain better insights: Real-time dashboards and alerts help supervisors monitor performance and prevent issues. In addition to viewing the interaction history, teams can also classify interactions and check dashboards to understand customer behavior, needs and business challenges.

Happy service agents, happy customers

Once you’ve got Sinch Contact Pro all set up, your service agents see the Sinch Contact Pro user interface in their SAP Service Cloud desktops. When a new chat, message or phone call comes in, the service agents get a pop-up alert in Service Cloud. They can then consult the customer’s timeline and details and get in touch quickly, armed with the right information, and via the client’s communication channel of choice – much to the customers’ satisfaction!

3 steps to set up your Sinch integration

As an SAP-endorsed app, Sinch Contact Pro can be integrated seamlessly into SAP Intelligent Service Cloud. Just follow these steps:

Step 1

Configure the CTI widget in Service Cloud by referring to the Sinch Contact Pro service URL and submitting a service request to Sinch to whitelist your tenant. Ensure your browser allows third-party cookies.

Step 2

Add a Facebook Messenger app to your Facebook page. To connect the page, you need a messaging service using the Facebook service connection, along with the Facebook Page ID, App ID, and security tokens.