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          • Connect channels with Conversation API

            Keep things simple and connect multiple channels with one integration for an omnichannel and conversational messaging experience

          • Standalone Messaging APIs

            Take a look at our standalone, secure cloud-based messaging APIs for single channel needs

          • SMS Verification

            Secure your customer journey while increasing conversions and reducing churn

      • Use cases
        • Message Across all Channels

          All-in-one messaging across every mobile channel

        • Engage with Customers

          Start a meaningful, real-time conversation with customers today

        • Boost Customer Support and Satisfaction

          Transform customer service with relationship-building conversations

      • Voice & Video
        • Voice Services

          Make calls directly connected to the largest tier 1 network

        • Toll-Free Voice

          Give callers an easy and reliable way to reach you

        • SIP Trunking

          Call local, long distance or toll-free with the highest quality service

        • Operator Connect for Microsoft Teams

          Enable Microsoft Teams calling with Operator Connect

          Direct Routing for Microsoft Teams

        • Unified Communications

          Get all the tools you need in one place with our comprehensive cloud communications platform.

          Private Label Cloud Communications

        • Emergency Services

          Promote safety and security with innovative 911 technology. Find out how our solutions let you help callers quickly reach 911
          E911 Next Generation 911

        • Number Masking

          Anonymize voice calls to protect you and your customers while keeping personal numbers safe

        • Cloud Connect for Webex Calling

          Transform the audio precision of your Webex meetings

        • STIR/SHAKEN

          Fight back against robocalls, increase call answer rates, and build consumers' trust. 

        • In-App Video Calling

          Build a seamless, customizable in-app video experience into your mobile and web app

        • In-App Voice Calling

          Integrate voice easily into your app for smooth real-time communication globally

        • Voice API

          Design the exact voice call flow you need with flexible and scalable solutions​

      • Use cases
        • Scale Your Voice Services

          Get a complete voice solution from a single provider by setting up any call type your business needs to connect

        • Future-Proof Access to Emergency Services

          Help callers reach 911 and empower first responders to assist distressed callers

        • Implement Anonymous Calling

          Ensure privacy between end users and avoid revenue leakage through number masking or in-app calling

      • Email
        • Mailgun

          Email API – Send, receive, and track emails effortlessly with an industry-leading Email Service Provider

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          Whitelabel email marketing solution--Accelerate your go-to-market with Mailjet Embedded

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          Improve your inbox placement and connect with real people – your customers

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          Our powerful Email API scales to send billions of emails and delivers them quickly.

        • Rendering QA and multi-platform preview

          Ensure your message gets seen as intended - no matter the client.

      • Featured Resources
        • Image showing two people holding an ipad with the IDC report on it
          White paper
          Conversational customer engagement: the key to futureproof digital CX
          Get the white paper
        • Illustration of a man on sofa
          Report
          Telco transformed
          Get the report
        • Ilustration of a man on a sofa
          Guide
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          Get the guide
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          Engage the right customers, on the right numbers

        • Voice IP Exchange

          Enhancing your connectivity with rich voice and video

        • PSTN Connect

          Gain nationwide IP access with interconnectivity to a single network

        • Fax API

          Securely send and receive faxes at scale

      • Use cases
        • Expand Your Global Presence

          Add international and toll-free numbers for inbound calling, 2-way calling and emergency assistance

        • Text Message Enable Numbers

          Send SMS and MMS messages from any local 10-digit or toll-free number with P2P capabilities rivaling wireless carriers

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          Tie numbers to voice service, call center, messaging, IoT solutions, faxing and emergency services

      • Verification
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          The faster, more cost-efficient alternative to traditional SMS verification

        • SMS Verification

          Simple, secure user authentication powered by text messaging

        • Data Verification

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        • Phone Call Verification

          Universal verification for mobile and landline numbers

      • Use cases
        • Provide Security and Trust

          Enhance app security and protect customers' shared data with scalable multi-factor authentication solutions

        • Improve Acquisition

          Increase conversion rates in your signup flow with flexible and reliable phone number veriification

        • Ensure Global Reach

          Use phone numbers as a global user identity with SIM-based verification methods

      • Featured Resources
        • Illustration of a woman
          White paper
          Two-factor authentication: Why SMS is here to stay
          Get the white paper
        • Illustration of a woman
          White paper
          Building a smooth, secure experience with SMS-based 2FA
          Get the white paper
      • Applications
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        • Sinch Engage

          Omnichannel messaging platform for personalized engagements

        • Mobility Clients & SDKs

          Build your own customized, feature-rich mobility solution with a easy to configure cloud softphone and SDK.

      • Use cases
        • Conversational Marketing

          Engage customers with meaningful, real-time conversations

        • Conversational Customer Service

          Transform customer service with relationship-building conversations

        • Conversational Commerce

          Automate the customer journey and provide unified customer experience 

  • Solutions
    • Business
      • Enterprise

        Obtain all your cloud communications solutions through one provider

      • Communication Service Providers

        Accelerate your innovation and maintain your competitive edge with our comprehensive communication solutions

      • Operators

        Optimize your operations and remove the headache of network management

    • By Department
      • Marketing

        Wow your customers effortlessly with personalized messaging throughout the customer journey

      • Operations

        Boost operational efficiency and customer satisfaction with timely, relevant notifications

      • Customer Service

        Engage customers on their terms, on their channels. Our cloud-based communications platform brings your legacy support platform into the digital age!

    • By Industry
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      • Retail
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      • Media & Entertainment
      • Telecommunication
      • Travel & Transport
      • More
  • Partners
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      Team up with us to optimize your solutions with conversational technology

    • Find a Partner

      Accelerate your digital transformation journey with a trusted partner

    • Integrations & Connectors

      Seamlessly integrate our solutions with your favorite existing tools

  • Operator
      • Enterprise revenue maximization

        Use the range of your network assets to create new services for enterprise

        • A2P Monetization

          Major revenue gains are waiting for you with SMS in the enterprise space

        • SMS Firewall

          Boost security and monetize enterprise messaging

        • Signaling Firewall

          Strengthen your network and protect your subscribers

      • Intelligent interconnect

        Secure profitability with essential interconnect services while moving to the all IP-world of your future network.

        • SMS for Operators

          Global SMS interconnectivity made easy.

        • SMS Select

          Safeguard SMS monetization and tighten up security.

        • MMS for Operators

          Global MMS interconnectivity made easy.

        • Messaging Proxy

          Increase revenue on legacy messaging services.

        • IPX

          Our one-stop shop for global connectivity.

      • 5G readiness

        Balance 5G's lmitless possibilities with a smooth transition from legacy technology.

        • 5G Messaging

          Make the most of the bright future of SMS in 5G.

        • Policy & Charging

          Define any mobile offering with powerful tools. Do it fast to stand out from the crowd.

        • Value Added Services Platform

          Subscriber call connection and messaging taken care of. Your revenue and TCO optimized.

      • SMS Transformation

        Simplify your SMS business, boost A2P messaging revenue, and cut costs with one unique solution.

        • SMS Transformation

          Maximize the value of your SMS business.

      • Featured Resources
        • illustration girl on phone with a computer in her lap
          White paper
          Signaling threats: SS7 and beyond
          Get the white paper
  • Developers
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        CX Education podcast

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        On-demand

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      • All Insights
    • Column
      • By Topic
        • Fraud in business messaging
      • Featured Resources
        • Image of the CX retail report cover on a tablet
          Report
          What's in store? Rethinking CX for retail and e-commerce
          Get the report
        • Banking customer using mobile communication
          Report
          Bank to the Future: Rethinking CX for financial services
          Get the report
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Contact Pro Supplemental

Contact Pro Supplemental Terms and Conditions

Version 1 - Update date: March 31, 2022.

 

 These supplemental terms and conditions (“the Supplement”) are part of an agreement for certain SINCH services (“Agreement”) between SINCH and Customer and apply solely to SINCH Contact Pro (the “Service”). 

Capitalized terms are defined in the Glossary below. Capitalized terms not defined in this Supplement shall have the meanings ascribed to them in the General Terms and Conditions for SINCH Services (“GTC”). 

 

1. The Service.

 

 The Service includes capabilities to allow customer to: 

1.1 provide voice and data contact center services, including unified queuing, prioritizing, and routing of multichannel conversations, which are telephone call, email, web chat, video, SMS messaging, social media messaging, and other conversational messaging channels as and when available (types of such conversational messaging channels available via the Service may change from time to time), sessions routed to a bot, Interactive Voice Response (IVR), or other digitally assisted self-service, and tasks (each of which herein a “Conversation”); and

1.2 record conversations and monitor communication metrics and perform analytics using monitoring and reporting tools.

 

2. Connectivity to the Service.

 

 

 2.1 Internet Connectivity: Customer shall access and use the Service via Customer’s connectivity to the Internet provided by Customer’s third-party Internet Service Provider, Local Area Network Provider or other provider. The Service does not include any connectivity to the Internet and SINCH shall have no obligations of any kind whatsoever with respect to Customer’s Internet connectivity. 

2.2 PSTN Connectivity: If Customer elects to use Voice Channel services, it shall order and maintain a SIP trunk connection between Customer’s Public Switched Telephone Network (PSTN) supplier and the designated SINCH data center. SINCH provides the Voice Channel service of the Service to the network termination point associated with the Customer interface port of the Session Border Controller (SBC) in the designated SINCH data center. 

2.3 With respect to 2.1 and 2.2, in each case Customer shall be responsible for (i) ordering and maintaining such connections from a third-party supplier, and (ii) all costs associated with any such connection or connections. Customer is responsible for any faults or delays in the Service associated with Customer’s connection(s), including without limitation, where the Customer’s connection bandwidth is insufficient to support its use of the Service. 

 

3. Customer Data Customer Obligations/Responsibilities:

 

 

 3.1 Customer shall maintain a privacy policy on any of its customer-facing Websites that details how Customer handles data submitted through such Websites, and which includes all necessary information to tell end users how the Service collects, stores, uses, displays, shares or transfers a user’s data. 

3.2 Customer shall ensure it obtains all necessary consents for any recording or transcribing of communications in accordance with applicable law. 

3.3 Customer Data Retrieval: Upon expiration or termination of the Agreement, SINCH shall destroy or otherwise dispose of any of Customer Data in its possession unless SINCH (i) is requested by Customer to extend the term of the Order Form as permitted in the Order Form to allow Customer to retrieve Customer Data, or (ii) receives, no later than thirty (30) days before the effective date of the termination of this Agreement, a written request for the delivery to Customer of the then most recent back-up of the Customer Data. SINCH shall use reasonable commercial efforts to deliver the back-up to Customer within thirty (30) days of its receipt of such a written request, provided that Customer has, at that time, paid all fees and charges outstanding and owed at termination. Customer shall pay all reasonable fees and expenses incurred by SINCH in returning or disposing of the Customer Data. 

 

4. Additional Terms.

 

4.1 The Service includes the SINCH Contact Center Embedded Communications Framework, which provides functionality such as conversation handling in the form of javascript widgets. Customer can embed these widgets at its own cost into any HTML5 host application to utilize Service functionality. Embedded widgets call the javascript widgets that reside on the Service servers. On termination or expiration of the Agreement, Customer can retain any user interface developed using widgets. The widgets, however, will not be available from the Service servers once the Agreement is terminated. Because the aforementioned widgets can be embedded by Customer in any HTML5 host application in any way Customer sees fit, they are excluded from the Service Level Agreement. 

4.2 Service Level Agreement; System Availability: (a) With respect to the Service Level Agreement for the Service (“SLA”) referenced in the Order Form, the “System Availability SLA” as set forth in Section 1.9 of the SLA shall be 99.92, and not 99.5, as it pertains to the Service in this Supplement. (b) Sinch shall maintain an average monthly system availability got the production system of the Service as defined in the SLA. Customer’s sole and exclusive remedy for Sinch’s breach of the SLA is the issuance of a credit in the amount described in the SLA. Customer will follow Sinch’s credit claim procedure. When the validity of the service credit is confirmed by Sinch in writing (email permitted) Customer may apply the credit to a future invoice for the Service or request a refund for the amount of the credit if no future invoice is due. (c) If Sinch fails to meet the SLA (i) for four (4) consecutive months, (ii) for five (5) or more months during any twelve (12) month period, or (iii) at a system availability level of at least 95% for any one (1) calendar month, Customer may terminate its subscriptions for the Service by providing Sinch with written notice within thirty (30) days after the failure. 

4.3 Telecommunications Regulation: In supplying the Service, SINCH may be subject to certain laws and regulations relating to telecommunications services and/or electronic communications services. SINCH reserves the right to provide to Customer a list of any countries in which Customer may not use the Service (the “Unavailable Countries List”), and in such event Customer shall not use or access the Service and shall not permit Authorized Users or any other person to use or access the Service in the countries listed in the Unavailable Countries List. 

4.4 With respect to any Unavailable Countries List, SINCH shall provide the Service in countries not listed in the Unavailable Countries List provided that SINCH is able to maintain the necessary licenses, permissions, ministerial determinations, directions, and declarations and/or other governmental approvals. SINCH shall be free at any time to add or remove countries to or from the Unavailable Countries List and will provide as much advance notice as reasonably practical regarding the removal or addition of any country from the Unavailable Countries List. SINCH shall have no obligation to provide the Service in a particular country or countries, subject to the Modification terms of the GTC. 

4.5 Authorized Users; Verification of Use. 

(a) Customer may be permitted certain Authorized Users to use the Service. Usage is limited to the Usage Metrics and volumes in the Order Form. Access credentials for such Service may not be used by more than one individual but may be transferred from one individual to another if the original Authorized User is no longer permitted to use such Service. Customer is responsible for breaches of the Agreement caused by Authorized Users. 

4.6 Access to Customer Data. With respect to the Service: 

(a) During the Subscription Term, Customer can access its Customer Data at any time. Customer may export and retrieve its Customer Data in a standard format. Export and retrieval may be subject to technical limitations, in which case Sinch and Customer will find a reasonable method to allow Customer access to Customer Data. 

(b) Before the Subscription Term expires, Customer may use any Sinch self-service export tools (if and as made available by Sinch) to perform a final export of Customer Data from the Service. 

(c) At the termination or expiration of the Agreement, Sinch will delete Customer Data remaining on servers hosting the Service unless applicable law requires retention. Retained data is subject to the confidentiality provisions of the Agreement. 

(d) In the event of a third-party legal proceeding relating to Customer Data, Sinch will cooperate with Customer and comply with applicable law (both at Customer’s expense) with respect to the handling of Customer Data. 

 

Glossary

 

1.1 “"Authorized User" means any individual to whom Customer grants access authorization to use the Service that is an employee, agent, contractor or representative of: 

(a) Customer 

(b) Customer's Affiliates or 

(c) Customer's and Customer's Affiliates' Business Partners. 

1.2 "Business Partner" means a legal entity that requires use of the Service on behalf of, and to support, Customer and its Affiliates' business operations. 

1.3 "Consulting Services" means professional services, such as implementation, configuration, customer development and training, performed by Sinch's employees or subcontractors as described in any Order Form and which are governed by the Supplement or Agreement for Consulting Services. For purposes of the Service and this Supplement, Sinch, its Affiliates, and licensors own all intellectual property rights in and related to the Consulting Services and deemed protected under the Section "Intellectual Property Rights" in the General Terms and Conditions. 

1.4 "Customer Data" means any content or data that Authorized Users enter into the production system of the Service or that Customer derives from its use and stores in the Service. 

1.5 "Service Materials" means any materials provided or developed by Sinch (independently or with Customer's cooperation) in the course of performance under the Agreement, including in the delivery of any support or Consulting Services to Customer. Service Materials do not include Customer Data, Customer's Confidential Information, or the Service. For purposes of the Service and this Supplement, Service Materials are a part of "Documentation" and constitute Sinch's "Confidential Information" as each is defined in the General Terms and Conditions. 

 

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