Type: Glossary Term
The account creator represents and confirms to Sinch that you are the duly authorized representative and signatory of the Customer to act for and on behalf of the Customer to enter into the Agreement and accept the General Terms of Services and the Exhibits. All information provided is complete and accurate. The Agreement shall be effective on the date at which time the account is created and…, , 1. Test Services, Sinch is developing Contact service (“, Contact, ”), further described in the Contact Service Description [Attached as Appendix 1], a pre-release (Beta) version of which is available for customer evaluation and limited use. Sinch is willing to make available to Customer the Contact service (the “, Service, ”) to enable the Customer to test the Service for a limited period and on terms and conditions laid out in this trial agreement (“, Agreement, ”). , 2. Term, This Agreement shall be valid from the Effective Date and until 13 June 2022 (the “, Trial Period, ”) and it shall automatically be terminated upon the earlier of (i) either party terminating this Agreement by giving one (1) days written notice to the other party, (ii) the end of the Trial Period, or (iii) the deletion of Customer’s Contact application, or (iv) the parties entering into a full commercial agreement for the provision of the Service. The Parties agree to negotiate in good faith…, 3. Service Specification, Customer agrees that the Service is in a trial status, and subject to change without notice. Sinch agrees to provide Customer with: Access to the application(s) required for use of the Service and allowing users to handle conversations on the for the Service supported channels, including Service specific credentials and supporting documentation; and APIs in order for users of the Service to…, 4. Terms of Service, Customer agrees to use the Services pursuant to the terms and conditions set out in this Agreement and to accept and comply with all terms and conditions, rules and policies, including but not limited to relating to the underlying channels which are accessible by means of the Service. Further, Customer will not, and will not encourage or permit any party (including but not limited to Service…, Account, ”), all activities conducted in connection with its Account, and the accuracy of all information provided by or to Customer relating thereto, including without limitation, contact, technical, campaign and payment information, the names, password and other information provided to Customer or created in accordance with Sinch’s policies (“, Credentials, ”), and for protecting and safeguarding the foregoing. Customer will promptly update any Account Information if it changes and notify Sinch of any unauthorized use of its Account and/or Credentials, and any related security breach. Customer will only connect to the Services through its Account and using only the Credentials., Data Protection., Each party shall comply with its obligations under applicable Data Protection Laws in respect of any Personal Data processed under the Agreement. Where Customer is the Data Controller and Sinch is the Data Processor, Sinch will process such Personal Data in accordance with the terms of the Agreement and Sinch’s duties as a Data Processor under applicable Data Protection Laws. In parallel and in…, 5. Fees and Payment, For the use of the Contact under this Agreement, no payment shall be due from the Customer for the Service under this Trial Agreement. Any usage of any underlying channel or other SINCH’s products is to be governed by separate Service Orders and Order Forms to be entered into between the parties subject to the terms and conditions, including rates and fees, set out in the applicable Service Order…, 6. Customer Warranties, Customer represents, warrants and agrees that: Sinch may recover from Customer any charge, fine, penalty or debit a network operator or service provider levies against Sinch as a result of an alleged violation of the requirements set forth in Clause 4 above. Customer shall comply with all applicable laws and regulations in relation to the transmission of content, and in particular but without…, THE SERVICE IS PROVIDED "AS IS". SINCH MAKES NO OTHER REPRESENTATIONS OR WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, QUIET ENJOYMENT, SATISFACTORY QUALITY OR ACCURACY WITH RESPECT TO THE SOLUTION., , 7. Ownership, Customer retains all rights and ownership in Customer’s content. Sinch do not claim any ownership rights in Customer content. Except for rights expressly granted herein, no implied licenses are granted by Sinch, and Sinch hereby reserve all rights not so granted. Customer acknowledges that Sinch retains all sole and exclusive ownership of all right, title and interest in and to the Services and…, 8. Confidentiality, Each party will, during the Term and thereafter, maintain in confidence the Confidential Information of the other party and will not use such Confidential Information except as expressly permitted herein. Each party will use the same degree of care in protecting such Confidential Information as such party uses to protect its own confidential information from unauthorized use or disclosure, but in…, 9. Governing Law and Arbitration, This Agreement and any contractual or non-contractual obligation arising out of or in connection with this Agreement shall be governed by English law, with the exclusion of English of law rules. Any dispute arising out of or in connection with this Agreement shall be finally settled under the Rules of Arbitration of the International Chamber of Commerce by one or more arbitrators appointed in…, APPENDIX 1, , Revision History, Version, Date, Author, Description, 1.0, 21.03.26 HJ First version, 2.0, 21.09.28 HJ Second version , 1. Overview, This document describes the Sinch Contact service. Sinch Contact is an application that empowers any customer facing team to chat with their customers over mobile messaging, using one unified, channel agnostic web interface. This Service Description is intended to give an overview of all the Sinch Contact interfaces, including a high-level overview of some key capabilities offered. , 2. Communication Channels, Contact is built and optimized to support multiple mobile messaging channels, allowing a consumer to use their channel of choice when contacting a business. 2.1. Mobile messaging Sinch Contact is pre-integrated to Sinch Conversation API for access to a continuously expanding set of messaging channels. Both text and rich content formats are supported, as specified by the underlying channel. See…, 3. User interfaces, Sinch Contact includes two different user interfaces. Both are web based applications supported by all common desktop browsers., Workspace, : This is the user interface for agents where they can read and respond to incoming conversations., Configurator, : This is the user interface for administrators, where they can setup and configure Contact to their needs. Configurator is available from within the Sinch client dashboard ( https://dashboard.sinch.com/login ), under the Contact menu item. 3.1. Workspace The workspace is a user interface targeted for the day-to-day work of agents. Agents use it to read, respond to and manage incoming…, Dashboard, provides user with an overview and current statistics. It also allows agents to manage their assigned skills In, Queue, view, agents can view and pick conversations from the queue, Conversation, view is where agents manage all their conversations, they can see their allocated conversations, respond to them and take any necessary action Agent can turn, Auto allocate, on or off. If turned on, conversations in the queue will be assigned to agent automatically using appropriate skill matching and load balancing 3.2. Configurator Configurator is a user interface for admins to setup and configure their Sinch Contact instance to fit their needs. It is available from within the Sinch client dashboard ( https://dashboard.sinch.com/login ). Configurator offers a full…, channels, , via Conversation API integration Support for, user, management, including invites of new users Support for, categories, , used to logically group incoming conversations in order to optimize the use of different teams and resources Add, change and delete, skills, , 4. Routing, Routing defines how new incoming conversations are allocated to an agent. This can either be done automatically or manually, where agent picks a conversation directly from the queue., Automatic allocation, is the more common way to allocate incoming conversations to agents. By default the longest-waiting conversation is allocated first and conversations are evenly distributed among available agents to share workload., Skill matching, is used to make sure conversations go to an agent with the right competence. A conversation can be assigned with a set of skill requirements, these skill requirements are then matched with the skills of an agent. Agent’s skills can be active or inactive and only active skills are used for skill matching. Skills are managed by admin in configurator. Sinch Contact also supports the concept of, categories, . A category is used to logically group a set of conversation, based on how and by whom they should be handled. This could e.g. be based on what channel they come from, what agent skill they require or what team they should go to. Based on the category, a set of characteristics can be applied to the incoming conversation. These characteristics are used in routing and agent allocation of the…, Manual allocation, is also supported. In Queue view of the workspace, agents can view conversations waiting in the queue and manually select one to respond to. , 5. Platform, Sinch Contact resides on a redundant server infrastructure on a redundant multi-tier network in Amazon Web Services (AWS) cloud. 5.1. Data centers and connectivity Sinch Contact is available in the following data center: EU (Ireland) Sinch Contact delivers connectivity through Tier 1 Internet backbone access and provides 24/7 monitoring of the hosted applications and infrastructure. Sinch Contact…, 6. Security, 6.1. Security The information security of Sinch Contact is based on Sinch Information Security Management System (ISMS), which is certified according to ISO27001 standard. For more information about Sinch security, see https://www.sinch.com/security . Connections to Sinch Contact user interfaces are secured with HTTPS. Data at rest is encrypted. Critical security patches for platform and network…, 7. Support, During the trial period, all incidents and service issues should be reported to the dedicated e-mail address provided via Account Manager. Support will be provided on a best effort basis during CET business hours.
Type: Legal page
Type: Resource
BUT is a leading home furnishing retailer with over 330 stores in France. About 80% of French people live less than 20 minutes away from a BUT store! Their mission? Giving everyone the opportunity to bring their dream interior to life, wherever they are, no matter their budget, and without compromising on quality. , Challenge: Minimizing the use of paper catalogs while boosting customer engagement , When BUT set out to optimize their media mix by digitizing their direct mail catalogs, they had three main goals in mind: driving more traffic and conversions, minimizing the use of paper to reduce printing costs and respond to CSR issues, and of course, meeting customers’ growing demand for digital catalogs. According to a recent Ipsos survey for Meta, 70% of French people prefer digital…, Solution: Enabling one-click access to BUT’s digital catalogs with WhatsApp , BUT turned to Sinch to help them future-proof and enhance their media mix. With its massive reach and rich features — which not only include catalogs, but also broadcast messages, quick-reply buttons, e-commerce cart notifications, and more — WhatsApp was an obvious choice to engage BUT customers with a seamless browsing experience. "WhatsApp is an innovative channel that allows us to…, , Results: Unmatched customer engagement — for today and tomorrow , Switching to WhatsApp catalogs empowered the BUT team to more effectively monitor and optimize the performance of each catalog — and the results they’ve achieved so far are promising, to say the least: 70% transformation rate for inbound campaigns. “The engagement on each push is impressive,” said Sonia DAHECH. “We're delighted with these initial results! We've already started using it for…
Type: Customer Story
In today's ever-evolving digital landscape, customer communication solutions like CPaaS (Communications Platform as a Service) represent an ever-growing part of businesses’ digital investments, unlocking new opportunities to connect and build meaningful relationships with customers in flexible, scalable ways. The Omdia Universe: CPaaS Platform Providers, 2023–24 report has just been released,…, What is the Omdia Universe report? , Omdia is an independent research company which assesses key vendors in the CPaaS market to help technology buyers choose a partner that meets their present and future business needs. Participants in the CPaaS Omdia Universe are assessed based on the following scoring criteria: Strategy and innovation, which includes the vendors’ innovation and go-to-market strategy, as well as pricing and…, What makes Sinch a CPaaS Leader according to Omdia , As stated in the report by Pamela Clark-Dickson, Principal Analyst, Advanced Messaging and Communications for Omdia, “Sinch performs strongly across most categories in the Omdia Universe, leading or jointly leading in six categories.” Sinch particularly stands out for its well above average scores in the APIs, value-added services and packaged solutions, innovation, go-to-market strategy, number…, Pioneering the way the world communicates , We believe this recognition illustrates our dedication to meeting and anticipating the evolving needs of our customers and their customers: “The recognition as a Leader further validates our strong position in a global and growing market,” said Sinch CEO Laurinda Pang. “A great customer experience leverages the right communications channel, at the right time. As Omdia has reported, more than 150…
Type: Blog Article
The report highlights Sinch’s innovation, heritage, and go-to-market strategy , ATLANTA, USA, and STOCKHOLM, Sweden – Nov. 29, 2023 – Sinch, which powers meaningful conversations between businesses and their customers through its Customer Communications Cloud, today announced that the company has been positioned as a Leader in the Omdia Universe: CPaaS Platform Providers 2023/24. The evaluation was based on specific criteria that analyzed Sinch’s strategy, execution, and…, About Sinch , Sinch powers meaningful conversations between businesses and their customers through its Customer Communications Cloud. More than 150,000 businesses – including many of the world’s largest tech companies – rely on Sinch and its global super network, which is the most secure and reliable network for messaging, voice and email. Sinch has been profitable and fast-growing since it was founded in…, Contact, Sinch, Marcel Kay PR Director Mobile: +44 7572 780077 Email: [email protected] Ola Elmeland Investor Relations Director Mobile: +46 721 43 34 59 E-mail: [email protected] Type: News Article
ATLANTA, USA and STOCKHOLM, SWEDEN – May 25th, 2023 – Sinch, which powers meaningful conversations between businesses and their customers through its Customer Communications Cloud, today announced the company is recognized as a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (“CPaaS”) 2023 Vendor Assessment (doc #US50607923, May 2023). The report notes “With its deep…
Type: News Article
Customer experience is at the core of mobile consumer engagement, but where should companies focus their efforts in 2020? New research from Sinch shows the mandate for 2020 is diversification . Five years ago companies could comfortably focus on the CX trifecta: social media, branded apps and mobile-optimized websites. In 2020, the CX ecosystem is much bigger and more complex. There is no…, Each of your customers is unique; let them choose their own cross-channel experience , The concept of personalization has been around for the last decade, but for many, personalization still means creating experiences by target market or by persona (which is a nicer way of saying a company sorts their customers into limited ‘buckets’). In 2020, personalization means having an ecosystem of integrated channels such that a single individual chooses how they want to interact with your…, 1. Country-level preferences and norms demand localized customer journeys (i.e. more options!), Messaging usage by global regions: , What types of messaging are consumers across the globe using?, The way people use their phones varies significantly based on home country. These differences are not solely based on preferences, but also on what is available in each country and how mature the mobile transactions market is in each region. Below see a few scenarios of how consumers use their phones to transact everyday messaging-based activities with companies. In Asia these scenarios are…, 2. What works for younger consumers may feel intrusive or unwelcome to older consumers , Willingness to receive promotions via messaging:, Younger people are much more likely to welcome personalized, promotional messages compared to older consumers, When most people refer to ‘digital natives’ they’re talking about the ways young people are more facile using technology. But the Sinch research also shows that ‘natives’ are much more open to interacting with businesses on their phones than older generations are. This is most visible in the degree to which younger consumers welcome and find value in promotional messages. Roughly 1 in 2 from…, Data concerns by generation: , Boomers are more concerned about their privacy and how companies are using data, A company with wide-ranging customer demographics must offer options that span both younger and older preferences about everything from learning about a new product, getting inspiration and purchasing, to seeking customer support. , 3. Relying on just one or two messaging apps may have worked in recent years, but it’s a losing strategy in 2020 , Clearly WhatsApp and Messenger lead the global messaging market, but the habits and preferences of the world’s youngest consumers--Generation Y and Generation Z--show us the messaging landscape is in a state of transition. By all measures, Facebook Messenger dominates across all generations, but it’s much less popular among younger generations than their older cohorts. And Generation Z uses…, Channel usage by generation: , Channels like SnapChat and Instagram Direct are significantly more popular among younger generations, And it’s not just about having a presence on a variety of channels your customers use. Marketers must think about the ways consumers use each channel (and how advertisers incentivize different behaviors). The types of mobile experiences and interactions companies offer on Messenger will differ substantially from those on Snapchat, for example (to say nothing of local preferences on each channel…, 4. Consumers want more mobile engagement options! , The Sinch research explored to what extent (a) consumers currently use various messaging types and (b) whether they would find those types useful, regardless of whether or not they use them. The results show that enthusiasm for different types of consumer-to-business mobile interactions is much higher than current usage rates. In other words, consumers want to be able to do these things but…, Opportunity gap:, Which types of messaging do consumers currently use; which do they find useful, Want to find out more about how consumers like their messaging served, or how business can better meet their needs? Get all the insights in the full report here .
Type: Blog Article
We don't want to brag...but our customers get amazing results. You’ll be amazed at the range of benefits your business can take advantage of when you use Sinch to engage with your customers. (But don't take our word for it - check our our customer success stories !) So, want to know why you should work with Sinch? Let's take a look at just a few examples!, Reduce churn, Running a subscription-based service? We'll help improve your most important metric. , Customer churn often determines whether or not it's profitable to spend marketing dollars to acquire a new customer. In short, this little metric can predict the difference between success and failure. We're here to make sure you succeed. Sinch delivers personalized video messages, (among many other great solutions) to help reduce churn. Here’s an example: One of our operator clients realized the…, Reduce no shows, No other channel is more effective than text messaging when it comes to getting customers to show up!, We’ve all done it: forgotten an appointment because something else came up. Let’s do a simple calculation to find out what impact this might have. A hairdresser sends out text messages to remind customers about their appointments. Each week she has 40 appointments booked, so her system sends 40 messages per week out that cost 5 cents each, a total of $2 spent per week. This on average avoids 2 ‘…, Verify users, Sinch verification service delivers rates of up to 70%., Many (dare we say most?) large-scale consumer internet services have a need to verify that an account is connected to a specific phone number in the sign-up process. How do they do this? Usually via a voice call, text message verification , or a combination of both. The percentage of people who get "verified" is critical, since it directly impacts how many new users the service gets. In other…, Boost revenue, How can you use a video message to increase revenue? Let’s take a quick look: A pharmacy gets a prescription from a doctors office, patients are then supposed to go and pick up and pay for their prescribed drugs, but it doesn’t always work like that. Drugs are often left uncollected for weeks at a time, even longer in some cases. One way pharmacies can help ensure that drugs do get picked up, is…, Improve service quality, A cloud web hosting company sends notifications to developers whose services have gone down. Phone calls are too expensive, and e-mail open rates and response times just do not cut it. Text messages are delivered within seconds and have a 90% read rate within 3 minutes. In other words, SMS is simply the most effective channel that exists! When something is time critical the immediacy of text…, Avoid 'failed' delivery attempts, No one likes wasting time, especially if there’s another way to get things done more efficiently! Here’s a quick example: A delivery service company has an event built into their customer journey, that 60 minutes before a package is due to be delivered, a text message is sent to check if the person is home to receive it. If there is no response to the text message, an automated voice call is made…, Contextual calling, Wouldn’t it be great if you knew what your customers were calling about before you even answered the phone? It is possible! Here’s how: If your customers are calling from an app or a webpage and you’re using contextual calling (or call tracking), it makes the call center advisor’s job so much easier – they’ll know which web page or app was being looked at when the call was made, which means they…, Better sign up and sign in, Want to make things easier for your customers? Of course you do! Let’s take a look at how you can streamline customer sign up and sign in with Sinch Verification. Provide a speedy customer sign up process using phone numbers as information about the end user. Using Sinch Verification you can send a cost efficient, one-time passcode to the end user's phone number, ensuring the best possible…, Connect and build safely, Privacy is a hot topic, but did you ever think it could help you connect with even more people? With our Number Masking capabilities, businesses can connect with their customers in total privacy. From drivers to passengers, customers to deliveries, in fact any kind of service where you need to restrict access to user’s real phone numbers. If you’d like to innovate and create a completely new…, Change the way your customers reach you, Customers want to speak to you in ways that suit them. That’s where the magic of video comes into play. Dedicated video applications optimize interactions in all sorts of industries. Think smoother communication between patient and physician, rental car users and rental agents, insurance companies and drivers involved in accidents...the list goes on! In fact, many of today’s business interactions…, Increase store foot traffic, We could all do with a little more traffic coming in through the front door, help increase sales, generate more interest and all that jazz. But what’s the best way to do it? Say an operator wants to attract customers that are close to needing a top up on their prepaid card, how can they entice them into the store? Well, if we help out by setting up geofencing to detect when that user is close to…, Keep it private and improve revenue assurance, Privacy is a big deal, and it should be too. Protecting it shouldn’t be difficult though. Your customers need to know that if they want to speak to a driver about their pick up time or place, their phone number won’t be passed on to the world and his wife. Matter of fact, we think they’d prefer that no one saw it at all. They need to retain their anonymity, and let’s be honest so do you – hiding…, Fraud prevention, Can banks use SMS to help put a stop to fraud? Sure they can! Here’s how: A bank sends text messages to all credit card users when their spending patterns match certain high risk criteria, just to check in and make sure everything’s OK. It’s a win-win situation! The bank save millions of dollars by preventing fraudulent transactions, and end users save huge amounts of time, effort, and stress., Get your drivers on the street, A ride-sharing company needs to effectively reach thousands of drivers in seconds in order to get more drivers on the street. What do they do, call them? Well, they could, but it’s way too expensive. Send a mail? It’s an option sure, but it’s far too slow. The most effective and immediate channel to reach people fast is text messaging, and that’s exactly why they use it., Reach anyone in the world within seconds, Still not sure if mobile is one of the most powerful and personal ways to build long-lasting relationships? Let’s take a quick look at some stats: Messages get to people within 1 second and have a 98% open rate 90% of content sent via mobile channels is read within 90 seconds We’re already working in many, many verticals – if you aren’t using mobile tech to enrich your customer engagements , you’…
Type: Blog Article
Intermarché is a major French multinational supermarket chain with about 1,800 stores in France and 500 stores in other countries worldwide. The brand’s unique positioning as both a producer and a retailer helps streamline process control, so they can offer high-quality products at a fair price. Intermarché has always kept pace with the times, driving innovation to meet new customer needs and…, Challenge: Bringing fun and excitement to the grocery shopping experience , , Let’s face it: for most customers, grocery shopping is boring, often considered a chore. As an innovation-driven, customer-obsessed company, Intermarché knows that engaging customers in retail isn’t just about product and price. It’s also about the experience. So how do you bring fun and excitement to the grocery shopping experience? , Solution: Enhancing customer experience with rich messaging and conversational AI , Intermarché needed a partner to help them explore new campaign formats and make customer experience more engaging. That’s where Sinch stepped in. Sinch’s SMS with rich landing page and conversational AI were a perfect fit for creating more immersive experiences, and the Intermarché team was excited to explore untapped alternatives. Intermarché’s newsletter includes a section on recipe…, Results: Rich, immersive experiences and true differentiation , Intermarché’s Rich SMS and conversational AI campaigns achieved excellent results, with a 59% customer AI bot engagement rate. Maybe more importantly, though, this approach helped the brand stand out in an industry where differentiation in customer experience is the true battleground.
Type: Customer Story