This Inteliquent Operator Connect Agreement (the “Agreement”) is entered into between Inteliquent, Inc., a Sinch company (together with its affiliates providing the Services defined below, “Inteliquent” or “Carrier”), a Delaware corporation with its principal place of business located at One North Wacker, Suite 2500, Chicago, IL 60606 and _________________, a ___________________…, 1. Definitions., Capitalized terms will have the meanings ascribed to them below or elsewhere in the Agreement or this Service Schedule, as applicable. 1.1 “Microsoft Teams Services” means the Microsoft communications-as-a-service product that the Customer is obtaining directly from Microsoft. 1.2 “Call Time” means the interval between the answer signal from the called party and the disconnect signal from either…, 2. Services., 2.1 Service Descriptions. Customer may receive Operator Connect Services by ordering a combination of TNs with the option of selecting either Metered Inbound or Concurrent Call Session configurations as described in this Exhibit. In no event may the Services be used for Inbound Calling terminating to a calling card platform (or any similar service by which calls are re-originated). The Services…, 3. Fees, Billing and Payment., The following Section applies only to Services purchased via this Service Schedule. 3.1 Fees Based on the Price List. Unless otherwise specified on a subsequent amendment or Service Order, Customer will pay the fees for the Services set forth on Appendix A and incorporated herein by this reference. Carrier may change any fees by providing Customer with at least thirty (30) days written notice (…, 4. Ordering / Deactivating Service., 4.1 Ordering. The following process will be used: a. TN Activation. Customer may order Carrier-provided TNs or port in existing Customer TNs associated with specific geographic areas. Any Service Fees associated with TNs (new or ported in) will begin once TNs are active and available for Customer’s use. Carrier may restrict the amount of TNs available to Customer by specific geographic area or…, 5. Termination Charge., 5.1 Customer Termination. Customer may terminate this Service Schedule, subject to the following notice periods and payment obligations. Termination of this Service Schedule will occur thirty (30) days after receipt of Customer’s notice, at which time Customer will pay Carrier a termination charge equal to the sum of one hundred percent (100%) of the remaining Minimum Monthly Fees that would have…, 6. 9-1-1 Services., 6.1 9-1-1 Nomadic Service Description. A Service that allows Subscribers to contact emergency services for TNs (for purposes of this Section, TNs include TNs provided by Carrier and Customer designated TNs provided by third party carriers). 9-1-1 Nomadic Service includes E9-1-1 Service and/or Basic 9-1-1 Service as determined by the capabilities of the Service and of the Public Safety Answering…, 7. Legal Requirements, 7.1 Emergencies. If Carrier receives a valid request from a law enforcement agency for temporary number change, temporary disconnect, or one-way denial of outbound calls for a TN associated with Customer, to the extent such request is related to Carrier’s facilities, Carrier will comply with a valid emergency request. Carrier will not be liable for any claims, damages, or penalties arising from…, 8. Authorization / Use of the Inteliquent Portal., Customer is authorized to use the CAP Operator Connect Portal to manage its account and Services ordered from Carrier and for no other purpose. Customer will be solely responsible for all activities on the CAP Operator Connect Portal under Customer’s account or password. Customer may authorize a third party to manage its account with a valid letter of agency, but Customer remains responsible for…, 9. Maintenance Notifications., 9.1 Scheduled Maintenance. Carrier may, upon 72 hours’ notice, suspend the provision of all or any of the Services to the Customer during the Maintenance Window (defined below), to maintain, test or configure the Services, to upgrade hardware or software, increase capacity or to perform such other non-emergency work as Carrier may determine is necessary or appropriate (“Scheduled Maintenance”).…, Appendix A, Default VoIP TN and Inbound Calling Price List - Metered Product Name Domestic US including Alaska, Hawaii, Puerto Rico and USVI Canada Operator Connect - Local DID MRC per TN $3.00 $3.00 Operator Connect - E911 Emergency Service per TN included included Operator Connect - E911 Emergency Service Manual Event per call* $75.00 $75.00 CNAM DIP NRC per call included included CNAM Data Entry included…, 1. Definitions., The definitions in the Agreement apply to this Service Schedule. In addition, the following terms have the following meanings. “8XX IP Toll Free Service” or the “Service” means the Service described in Section 2(A). “ANI” means automatic number identification. “Customer Voice Application” means the IP voice application provided and used by Customer in connection with 8XX IP Toll Free Service. “…, 2. Service Description., The 8XX IP Toll Free Service will be provided in the following manner: (A) The 8XX IP Toll Free Service is an IP service for PSTN originated calls that terminate to Customer using TFNs. Carrier will deliver voice traffic to Customer via Session Initiation Protocol (“SIP”) signaling. (B) Microsoft Teams Services. Toll Free Service is delivered via Customer obtained and managed Microsoft Teams…, 3. Customer’s Responsibilities., Customer is strictly prohibited from using the Service with any (i) outbound calls placed by Customer, (ii) routing an emergency service call, (iii) SMS database mapping to ANIs, (iv) directory assistance calls, (v) mass calling events, excessive non-completed and invalid calls and failed calls due to inadequate Customer capacity (subparts (i-v) collectively, “Improper Calls”). In addition to…, 4. Charges., (A) Charges for the Operator Connect Toll Free Service are comprised of Carrier’s then current usage rates for voice traffic, additional usage-based charges, monthly recurring charges and nonrecurring charges for ancillary services, all as set forth below. (B) The current billing increments for the 8XX IP Toll Free Service are set forth in the table below. All partial increments shall be rounded…, 5. Traffic Jurisdiction Determination., Customer will certify to Carrier that its connections at termination are IP in nature. Jurisdiction for each call will be based on the location of the calling party., 6. Porting., If Customer elects to “port out” any TFN (a “Ported Number”), Customer agrees that until such time as the Ported Number is fully ported to a third party and no further traffic for such Ported Number traverses Carrier’s network, Customer shall remain bound by the terms of this Service Schedule and the Agreement (including Customer’s obligation to pay for the applicable Service) for all calls that…, 7. Liability., Without limiting the terms of the Agreement, Carrier is not liable for any loss or damage sustained by Customer, its Toll Free subscriber, end users, or any third party by reason of defects or malfunctions in the facilities, hardware or software not provided by Carrier or not directly under its control; or (c) by reason of errors made by NASC in connection with the SMS., 8. RespOrg. , If Carrier Is Acting As RespOrg: (A) Carrier will be the Responsible Organization for all TFNs. Carrier will manage and administer Customer’s records in the SMS, provided that Customer signs a letter of agency (“LOA”) designating Carrier as the RespOrg for each TFNs. Carrier may require Customer to provide additional or different LOA(s) if the original LOA is not accepted. Carrier’s…, 1. Definitions:, A. LLD Service Traffic means (a) traffic that originates in a local exchange and terminates in either the same exchange or another calling area associated with the originating exchange, as generally defined and specified in the general subscriber service tariff of the applicable Incumbent Local Exchange Carrier (“Local Traffic”) and (b) all other traffic, whether interLATA, interMTA or intraLATA…, 2. Termination of Originating LLD Service Traffic to Certain Carriers:, A. Customer will deliver to Carrier originating LLD Service Traffic for termination to NPA-NXXs that (i) are located in the 50 states in the United States or the District of Columbia and (ii) conform to the North American Numbering Plan. Carrier will deliver these calls for termination by the terminating service provider network. NPA 0XX and Toll Free calls are excluded from termination under…, 3. Termination and Other Charges:, A. Customer will pay the following per minute rate for termination of LLD Service Traffic (rates are based on the location of the terminating NPA-NXX): Terminating Destination Initial Billing Increment (seconds) Additional Billing Increments (seconds) Rate per Minute 48 Contiguous United States, Puerto Rico, USVI and Canada (Non-Yukon) 6 6 $0.005 Canada Yukon Territory 60 60 $0.150 Alaska 6 6 $0.…, 4. Short Duration Calls:, A. If (i) 20% or more of Customer’s completed calls are equal to or less than 6 seconds in length (each a “Short Duration Call”), or (ii) more than 25% of Customer’s total call attempts do not complete (the “Incomplete Call Threshold”), each measured by month, then Carrier may re-rate services upon seven (7) days’ written notice via electronic transmission of an Excel spreadsheet. Additionally,…, 5. Fraudulent Calls:, A. Customer is responsible for protecting against fraudulent usage of the Service, including implementing systems and procedures to monitor, detect, and prevent fraud. Notwithstanding any provision to the contrary, Customer will be liable for any charges for the use of the Service under this Service Schedule resulting from fraudulent usage or other unauthorized calling, regardless of whether…
Type: Legal page
Although we’re not living in the Metaverse quite yet, who could have predicted the rapid digital transformation over the past few years? Today, new technologies allow us to skip waiting rooms and see a doctor via video, talk with a financial advisor about our retirement plans through live chat, and still have plenty of time in the day left to get groceries delivered for dinner! Businesses should…, What is the customer experience?, Customer experience measures how a customer feels about their relationship with a brand throughout their entire purchasing journey. Each interaction a customer has with a business can influence their experience - which often begins well before a buying decision is made. A customer’s reaction to seeing a brand’s online or offline advertisements, or how satisfied they feel after sales or support…, Then, what’s a CX strategy?, A CX strategy is a holistic approach to providing exceptional service and satisfaction for customers at every touchpoint. While that sounds pretty neat, what does it actually mean? For consumers, a successful CX strategy means they get: Personalized treatment from a business that cares about and values them Unique and memorable shopping experiences, The goal, is for the customer to successfully get whatever they need when interacting with a brand. Whether buying something, contacting customer support, or asking for a product update - they get what they come for and their day is brightened by their interaction with the brand. , The three pillars of a successful CX strategy, A customer experience strategy is built on three pillars:, success, ,, effort, , and, emotion, ., Success:, Whatever the intention, the customer’s needs must be satisfied. For example, if a customer calls support and has their questions answered, the interaction was successful., Effort:, How easy was it for the customer to achieve their goal? For CX-minded organizations, reducing friction and removing obstacles should help the consumer enjoy success with as little effort as possible., Emotion:, Will the customer think positively about their interactions with a brand? Emotion builds off the customer’s initial motivation for picking a product or service. Did they get a good price? Exceptional customer service ? Promotional benefits? No matter their reason for choosing a brand, the customer needs to receive that and more to feel good about their choice. For companies to nail this strategy…, adding value every time a consumer comes in contact with the brand, . Before we get into specifics about how organizations can make that happen, let’s first discuss all the ways it pays off for businesses to make great CX their #1 objective., Benefits of top-notch CX , So, why would businesses prioritize CX as a strategy? Because, when customers feel good about their experiences with a brand, they’re more likely to keep coming back - and bring their friends with them! Who knows what will happen tomorrow? To protect against unpredictable changes in the business landscape, an organization’s best insurance policy is focusing on what they can control: how well they…, 12 ways to deliver unforgettable customer experiences, , These are the top tools and strategies organizations can use to start improving their CX today., 1. Learn what customers really want by talking with them, From email promotions to targeted pay-per-click advertisements, brands spend a lot of time and energy trying to engage with customers every day. But how many of those attempts at contact offer something valuable or relevant to the target audience? Instead of flooding customers with communication, companies that take the time to understand their customers can stand out in a crowded market. How?…, 2. Optimize for mobile experiences, Mobile messaging campaigns are a great way to reach customers wherever they are the moment they need help. Consider some of these highly personalized, valuable interactions that brands can use on mobile: A notification about an upcoming appointment A reminder about items left in an online shopping cart An alert about an unusual transaction A personalized message about a coupon or discount A…, 3. Be available in every channel, but engage with customers in, their, channel , A customer-centric approach means meeting customers on their terms, including in their preferred channel. How’s that possible? With omnichannel delivery that combines online and offline company messaging. No matter the channel, customer engagement solutions can help brands offer their customers true one-to-one experiences with interactive messaging campaigns and personalized conversations .…, 4. Provide support via mobile messaging , Research from Sinch shows that a majority of consumers want to have two-way conversations with brands via messaging channels and apps. Customers crave rich conversations, so brands should find tools to help them deliver the right messages at every stage. With tools like Contact Pro that enable chats with live agents, customers can connect with brands over their favorite messaging channels at…, 5. Make the entire customer journey frictionless, With hundreds, thousands, or even millions of customers, how can organizations be sure that they’re satisfying everyone? Well, with the right solution, brands can scale without sacrificing the personal touch. Comprehensive customer journey management makes managing messaging campaigns and one-to-one customer interactions possible at a massive scale. From the first customer to the one-millionth,…, 6. Harness the power of conversational AI, What if a single tool could streamline customer support and help customers make purchases more easily? With a conversational messaging application programming interface (API), that’s not hypothetical! With one simple API integration, organizations can: Reach customers over multiple channels and deliver a mobile-first experience Build stronger customer relationships on their preferred apps Reduce…, 7. Build rapport with customers through rich messaging, Mobile messaging helps brands nurture the relationships they have with their customers. While text campaigns are a popular way of making contact, what if there were a way to enhance outbound messaging at scale? Rich SMS enables brands to create and send fully personalized and interactive messaging campaigns that stand out in a crowded digital space. With compelling, tailored offerings, brands can…, 8. Be there for customers anywhere in the world, Most brands would love to be there for customers 24/7, but is that possible if they have a worldwide audience? Yes! Tools like Chatlayer can actually help brands cross geographic, language, and time barriers with always-on customer support that doesn’t sacrifice the personal touch! Automated customer support also delivers quick and effective human-like, personalized voice bot and chatbot…, 9. Get personal with in-app video calling and video messages, Personalized email, messaging, and notifications can help the customer along their journey in most situations. But what about more complicated questions that need more face time? With in-app video calling , brands can offer a customizable video chat experience in mobile, web, or desktop applications that builds deeper connections. Regardless of the channel or device, in-app video software…, 10. Make verification secure, easy, and reliable, Digital interactions are the future of customer convenience, but customers shouldn’t need a “leap of faith” to share their personal data with a business. How likely is a person to give their credit card number, or address, to a stranger on the street? Not very. Similarly, customers need to know they can trust brands to protect their private information before they continue on their buying journey…, 11. Set engagement goals and monitor progress, How can an organization measure if its CX strategy is successful? By setting goals and measuring them with Key Performance Indicators (KPIs). Custom journey optimization can help track the most important KPIs in CX management, which include:, Churn:, the rate at which customers cancel services or subscriptions, Upselling:, how many customers have increased their contracted packages (and by how much), Cross-selling:, the rate at which customers add another relevant service/product to their initial purchase, Retention:, the number of customers who had an option to cancel services but opt to remain, Checkout abandonment:, the rate at which customers don’t complete a purchase, Net Promoter Score (NPS):, measures customer satisfaction with products, services, and the company, Multichannel touchpoints:, the flow of customer interactions within communication channels; shows popular channels and potential bottlenecks, 12. Find a partner to accelerate your CX transformation, Rather than sourcing different vendors, a dedicated CPaaS partner like Sinch can provide all the tools, integrations, and insights that brands need to improve customer experience. Find out how our robust and innovative solutions have helped organizations like Sureshot strengthen their portfolio with global messaging and omnichannel reach, or get in touch with an agent today to learn more!
Type: Blog Article
Playing an integral role in the healthcare industry in the Kingdom of Saudi Arabia since its foundation in 1964, Salehiya now finds itself in the enviable position as the, #1 medical wholesale supplier, on the local market. 50+ years of experience and a mission to make every experience as personal as possible has paid off, but there’s always room for improvement in customer service. Eager to embrace new challenges and opportunities, Salehiya wanted to elevate the customer experience and raise the bar even higher. , Challenge: Searching for a customer experience cure , “We needed to improve customer service and streamline business processes,” explains Bandar Al-Otaibi, Information Technology and Digital Transformation Director at Salehiya. “We recognized that our contact center processes were decentralized, and communication channels were disparate - the customer experience wasn’t unified, and customer care was suffering.” It was important for Salehiya to find…, Solution: Delivering a healthy cloud contact center solution, Always on a mission to keep things simple, Sinch jumped at the chance to recommend Contact Pro – the all-in-one omnichannel contact center solution which complied perfectly with the already up-and-running cloud infrastructure at Salehiya. Gold-standard customer service regardless of channel – phone, email, chat, video, SMS, messaging app, you name it; Contact Pro gives customers the unified…, Results: Enjoying the recovery process , Salehiya is now reaping the benefits of being one of the first cloud-based contact center to go live in the Kingdom of Saudi Arabia. Al-Otaibi explains, “Contact Pro helps our service agents save time while dealing with requests. We have seen a 3 to 1 reduction in the number of systems and screens used, which has reduced the average call time by more than 5 minutes.” “It significantly improves…, Salehiya now spend 32% less time on calls, freeing them up to handle 25% more calls, resulting in a 4% increase in revenue!
Type: Customer Story
Let’s face it, adapting your customer experience (CX) to the ever-changing expectations of today’s consumers is no easy task. Why is a CX transformation so difficult? Well, in addition to the challenge of hitting a moving target, great customer experiences are the result of unique engagements that both satisfy customer needs and add value, at different points in the customer life cycle. New…, What is customer experience transformation?, CX transformation is a comprehensive process that looks at your business’s culture, operations, and talent to spotlight ways that you can alter your practices to center and improve the customer experience. Every business experiences customer service hiccups that deliver important lessons. Harnessing and turning those lessons into knowledge and actionable plans are the core of a CX transformation…, strategy, and, vision, , which has to be centered around customer needs The, operations, that propel the company forward by encouraging collaboration and growth The, technology, that underlies the brand’s capabilities and affects how it engages with its customers and employees The, talent, that buys into the strategy and vision and uses tech to implement new processes for operations You can’t accomplish a shift in CX mindset if you neglect a pillar because each relies on the others for success. Your talent uses tech both to collaborate and to engage with your customer base , driving business operations forward so that the vision and strategy can come together., How can transforming the customer experience help businesses?, Picturing a successful customer experience shift is the easy part. Figuring out how to transform your customer experience is another story - it’s by no means impossible, but it takes effort on everyone’s part to truly succeed. When it does succeed, the CX benefits are worth their weight in gold. Through a CX transformation, your business can recoup inactive customers and reduce active customer…, Reduce customer churn, It’s no secret that CX and customer loyalty go hand-in-hand. Customers are more likely to stick around when they trust you to care for their needs and make things convenient. A successful transformation can reduce churn and keep customers coming back for more. This means focusing more on acute customer needs, like how they want to communicate with your business , where and when they want to do so…, Increase average customer spend, Less churn means more customers sticking around for longer, which means a higher customer lifetime value (CLV). In fact, on an individual basis, customers who report positive experiences might, spend 140% more, than those who have negative experiences. But don’t just trust the CX statistics , measure that impact for yourself. Churn and CLV are two main indicators for customer engagement that help to measure the impact of your CX overhaul. A key way to measure these indicators is with CPaaS technology that uses agile reporting tools powered by real-time analytics to create a clear picture of your…, Bring in more referrals, The last benefit to a CX reinvention is the one that drives the biggest ROI. If customers understand that your CX benefits them personally , they’re more likely to recommend your business to others - their friends, relatives, colleagues, and more. However, the opposite is just as true. If customers notice that CX isn’t a priority for you or that you’re not targeting their actual needs, they’ll…, 4 tips to future-proof CX transformation (with examples), As you gear up to overhaul your customer experience, keep these tips in mind for a sure shot at success., 1. Use chatbots to make customers happy, A huge portion of your customer engagement probably comes from customer service interactions. Improving those interactions is fairly simple with the right tools . Going conversational with artificial intelligence (AI) may sound complicated, but it's not. Let chatbots handle the basics and free up your live agents to deal with more complex issues. You'll save a lot of time and money while…, 94% of all tickets, being automated and a smile-inducing, 91% satisfaction rate, . Not to mention this automation saved iFood, 70% of their service costs, . Convinced yet?, 2. Turn conversations into conversions, What’s the difference between a conversation and a conversion? Two letters - and a bit of personalized, automated outreach. If you’re not yet using conversational messaging for marketing and lead generation, it’s time to start thinking 2-way. Engage customers and prospects (or recruits) through interactive messaging conversations on the channels they want, when they want. Nissan took this…, 470% engagement increase, in select campaigns - all while using their existing CRM. , 3. Personalize to improve every interaction, Sometimes customers need just a little push to finish that purchase. Use the power of personalization to give them that push in a friendly way. Using rich media features , you can increase engagement and make each transaction smoother. Macif wasn’t seeing the returns they wanted through traditional customer service channels like email and SMS. They partnered with Sinch to revitalize their efforts…, double, compared with SMS and, triple, compared to email., 4. Use AI to transform operations from the inside out, Want to increase customer service efficiency by easing 20% of the current inbound load? That’s exactly what Argenta Bank did, using conversational AI to automate handling thousands of messages. By implementing a chatbot named Charlie to answer inbound questions, Argenta helped ease the burden on their overworked agents. Those agents then had the freedom to pivot to more complicated customer…, Become a customer experience leader with the right CPaaS partner, As communication channels evolve, customer preferences change. Whether you’re managing a customer experience transformation in banking, health care, financial services, or any other industry, the right CPaaS provider will make it easy to adjust and optimize your customer engagement strategy . With CPaaS, you can also adapt your CX to disruptions in the market as quickly as they happen.
Type: Blog Article
With a potential recession on the horizon, many businesses are chasing efficiencies and focusing on their core business objectives to reduce costs and stay afloat. For IT departments, this means cutting non-essential and ineffective tools, consolidating their tech stack, and focusing on technology with proven ROI. Recent years have shed light on the crucial role of cloud-based customer…, Why tech spending seems immune to the economic slowdown, As recent years have shown, embracing the right tech in times of crisis can help your business power through it and set it up for future success. While consumer spending has been hit hard by the inflation in recent months, tech spending keeps going strong despite the economic slowdown. Gartner’s recent forecasts predict that worldwide IT spending is expected to reach $4.5 trillion in 2023 —…, 3 ways cloud communications can help make your business recession-proof , , What are cloud communications?, , Cloud communications, as the name suggests, refers to communications technology that’s hosted in the cloud, meaning it uses an internet connection to send and receive data and enable communication with customers or employees. It allows businesses to add real-time communications features like voice, video, messaging, email, and more to their workflows without having to manage their own…, 1. Reduce costs by updating and streamlining your communications stack , Updating legacy communications systems can be a smart cost-saving investment during a recession, because these tools can be costly and complex to evolve and often lack the features needed to keep up with changing business and customer needs. Cloud communications solutions like CPaaS eliminate the need for businesses to build and maintain their own communications infrastructure, saving them…, 2. Meet evolving customer needs with flexible, scalable solutions , In addition to cost-effectiveness, cloud communications solutions give businesses the flexibility and scalability they need to adapt to ever-evolving customer demands. Being able to manage your communications in an agile way to meet customers on their own terms is key in securing lasting relationships and growth — because brands that prioritize customer experience will be better positioned to…, 3. Empower your teams and optimize internal efficiency , Businesses are always looking for ways to improve operational efficiency, but in times of economic uncertainty, doing more with less simply becomes vital. From employee collaboration tools to contact centers , AI, and automation , technology is key in making the workplace more productive. With the right tools in place, businesses can build custom solutions to fit their specific needs and make…, In times of economic slowdown, focus on customer-centric technology , Regularly re-assessing your tech stack is a smart move in any situation, but it’s particularly crucial when faced with economic uncertainty, as it can help make your organization more efficient and cost-effective. But investing in technology isn’t just about reducing costs and upping productivity to navigate a potential recession. It's about setting your business up for long-term success —…
Type: Blog Article
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