Sinch Voice Policies & Statements, Acceptable Use Policy California Emergency Disaster Relief Program California Customer Billing Inquiries Customer Proprietary Network Information , Other Sinch Policies & Statements, Code of Conduct Modern Slavery Statement Tax Policy
Type: Legal page
Type: Resource
The gig economy became popular in 2008-09 when the financial crisis forced many workers into task-based labor. As the pandemic raged in 2020, it experienced 33% growth . What is a gig economy? According to Investopedia , it’s “a segment of the service economy based on flexible, temporary, or freelance jobs, often involving connecting clients and customers through an online platform.” The…, How programmable voice reduces expenses, Voice technology is part of the answer. After all, customers want to instantly connect with a company when they need help. We also know that 95% of customers want to be able to switch instantly from messaging to voice. This is where programmable voice shines, providing a customizable platform for companies looking to achieve on-time deliveries, enhance customer service, prevent revenue leakage,…, The last mile delivery problem, Same-day, next-day, and three-day shipping options have become the new standard, creating higher customer expectations and calling for streamlined operations. Meeting these expectations has created a variety of last mile delivery challenges, including: Failed deliveries because a driver can’t find the correct address Delayed deliveries disappointing a customer without notice Unanswered calls by…, Programmable voice use cases for last mile delivery, Many interactions happen between customers and employees when it comes to logistics and last mile deliveries. In a perfect world, everything works as planned. But sometimes unforeseen delays can derail a delivery, directly impacting customer experience., How in-app calling improves customer experience, You may be wondering: how can you ensure seamless communication at all stages of the delivery process? For many companies, this means integrating the programmable voice in-app calling function to reduce customer friction using a voice API. In-app calling makes it incredibly easy for delivery drivers and customers to instantly connect through a dedicated application. Drivers and customers can…, What are the benefits of programmable voice in last mile delivery?, Why have so many companies used programmable voice to enhance their apps and services? Some of the most significant benefits of programmable voice systems in the last mile delivery include:, Improving customer service:, Take things further by incorporating features like call recording and automated transcription. In addition to maintaining a record of any bad behavior, these features make it far easier for support to do their job. Simply analyzing a transcript will provide all the transaction details — avoiding customer outreach and questioning., On-time deliveries:, In some cases, the delivery person needs to contact the customer for the delivery to happen. This makes it crucial for all customer calls to be branded properly to help distinguish them from robocalls. Ensuring the delivery comes on time increases customer satisfaction and reduces costs. Smart voice solutions are the answer., Prevent revenue leakage:, By allowing drivers and customers to communicate without revealing phone numbers, you ensure they cannot contact one another after a delivery is made. This helps prevent revenue leakage by making it more challenging to facilitate backdoor deals, like a ride-sharing driver encouraging a passenger to contact him directly the next time they need to go somewhere., Incorporating programmable voice into your business with Sinch, Adding calling to your customer experience is easy with Sinch’s robust APIs and SDKs . Sinch has the tools your company needs to solve the core issues complicating last mile delivery, enabling you to provide a better customer experience, and reduce last mile delivery costs., Choose the right path to a better user experience, The gig economy has quickly become the go-to solution for solving the last mile delivery’s pain points — but it is not without its challenges. Legacy logistics and shipping companies have also had growing pains as customers are promised much shorter time frames. Fortunately, these problems are easily overcome with a highly customizable programmable voice solution. With the right technology, you…
Type: Blog Article
Type: Component Page
Type: Component Page
In today's digital era, shielding customers from SIM-swap fraud has never been more vital. SIM-swap fraud is a form of identity theft; it occurs when a fraudster persuades a mobile carrier to transfer a person’s mobile phone number to a new device under the fraudster's control. The fraudster can then reset the victim’s passwords, hijack accounts, and ultimately, steal money. Recognizing the…, Understanding SIM-swap fraud, The first step in preventing SIM-swap fraud is to first understand what it is and how it occurs. A SIM card — that small removable chip in your phone — holds data binding a smartphone to a specific mobile number and network. When a mobile user wants to switch devices, they simply transfer the SIM card to the new phone. SIM swap-fraud takes place when a fraudster convinces a mobile carrier to…, Preventing SIM-swap fraud through continuous monitoring and risk assessment, Continuous monitoring and risk assessment are critical in addressing SIM-swapping. By using the right tools and techniques, businesses can detect unusual behavior and emerging threats and respond to SIM-swap attacks faster. Let’s take a closer look at the benefits of continuous monitoring and risk assessment in preventing SIM-swapping fraud: Improved threat detection Continuous monitoring and…, Fighting SIM-swap fraud: a collaborative effort, Preventing SIM-swap fraud is a shared responsibility between stakeholders, businesses, mobile network operators, and service providers, each playing a vital role in creating a safer ecosystem: Businesses should implement robust security measures, monitoring their networks for suspicious activity, and educating customers on account protection. Mobile network operators are responsible for securely…, Best practices for continuous monitoring and risk assessment, While implementing a continuous monitoring and risk assessment program is one of the most effective ways to prevent SIM-swap attacks, there are a number of best practices you should keep in mind to ensure the program's effectiveness: Engage all stakeholders It's important to involve all stakeholders in the implementation and maintenance of a continuous monitoring and risk assessment program. This…, Your partner for safer mobile accounts and identity, In a fast-paced digital world, taking action to protect customers and avoid potential financial losses is a key business imperative. By working together and implementing best practices for continuous monitoring and risk assessment, we can help prevent SIM-swap attacks and ensure a safer, more secure future for all. As a global leader in cloud communications, Sinch helps thousands of businesses…
Type: Blog Article
Cloud Connect for Webex Calling Agreement, This Inteliquent Inc., a Sinch compnay Cloud Connect for Webex Calling Agreement (the “Agreement”) is entered into between Inteliquent, Inc. (together with its affiliates providing the Services defined below, “Inteliquent” or “Carrier”), a Delaware corporation with its principal place of business located at One Wacker North, Suite 2500, Chicago, IL 60606 and the party receiving Services (as…, Background:, A. Inteliquent provides various types of communications services as part of its suite of voice and text messaging products and solutions. Customer is an end user of Cisco Webex 1 Services. B. The Parties desire that Inteliquent provide Customer with the Services more specifically described below., Agreement:, Intending to be legally bound, the Parties agree as follows: 1. SERVICES 1.1 Inteliquent will provide and Customer will pay for those services (“Services”) set forth in any service schedule, exhibit or addendum (each, a “Service Schedule”) attached hereto or subsequently added to this Agreement and incorporated herein. The Services provided may be used only as expressly authorized under the…, Cloud Connect for Webex Calling Service Schedule, Exhibit A – Cloud Connect for Webex Calling VoIP TN and Inbound Calling Services, This Cloud Connected PSTN Service Schedule (this “Service Schedule”) is made under the Inteliquent Cloud Connected PSTN Agreement (the “Agreement”) between the Parties. This Service Schedule will be effective upon the execution of a Service Addendum or Service Order pursuant to the Services described in the Exhibit (the “Effective Date”). 1. Definitions. Capitalized terms will have the meanings…, 2.1 Service Descriptions., Customer may receive Cloud Connect for Webex Calling Services by ordering a combination of TNs with usage-based Inbound Calling 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 include the following:, a. “Metered Inbound”., A Service whereby Carrier provides Inbound Calling to Customer utilizing TNs exclusively by Carrier. Metered Inbound Calls will be rated with six (6) second intervals., b. Local Number Portability (or “LNP”)., i. Port-In., Carrier can port-in existing Telephone Numbers registered to another carrier upon request. Customer represents and warrants that Customer has all rights and authorizations required for the porting. Customer must provide necessary documentation before the port request will be processed. If Customer changes a requested service activation date such that Carrier incurs charges from a donating…, ii. Port-Out., Upon receipt of a request from a third-party to port a Customer’s TN to another carrier (“Port-Out Request”), Carrier may port such TN as requested and Customer agrees that Carrier will have no liability to Customer for the porting out of such TN. Non-recurring “Port-Out Fees” may be incurred upon receipt by Carrier of the Port-Out Request and Customer agrees to pay such Fees in accordance with…, c. Directory Listing (“Directory Listing” or “DL”)., Simple Directory Listing service is available for Customer TNs in the Services portal, providing the Customer’s TN, name and/or address (“Primary Listing”) to: (i) directory assistance and the local white pages (or similar directory). Customer represents and warrants that it is the end user of the TN for which the DL was requested. Customer expressly agrees that Carrier will have no liability to…, d. CNAM., Caller identification with name (or CNAM) allows a Customer to identify the TN and name of the calling party. CNAM Services are included as part of the Cloud Connect for Webex Calling Service. Carrier will have no liability to Customer in the event CNAM is not accurate or available at all times., e. CNAM Data Entry., Carrier will populate the CNAM database with the applicable information that has been configured by Customer in the Webex Cloud Calling Service portal. Customer is solely responsible for ensuring the accuracy of the information provided to Carrier via portal configuration and Carrier makes no representation or warranty that CNAM calls that query the CNAM database will result in a correct CNAM…, f. TN Service., A Service where Carrier provides Inbound Calling for TNs ported in or purchased by Customer on the Cloud Connected PSTN Portal. Pricing for TN Service is identified in Appendix A or subsequently executed Service Orders. Carrier reserves the right to reclaim Carrier-provided Telephone Numbers that are underutilized or are associated with accounts that are suspended due to non-payment, suspected…, 2.3 CDR., Carrier will use commercially reasonable efforts to provide accurate CDRs, although CDRs may not be available on all Services., 2.4 Service Limitations., Carrier makes no representation or warranty that Service will be available at all times and will have no liability to Customer in the event a Service is temporarily unavailable. Customer’s sole and exclusive remedy is Service deactivation., 2.5 Service Exclusions., Customer will not use the Service for: (i) high-volume traffic with short call durations and (ii) inbound collect calls (collectively, “Excluded Service”). Carrier will have no liability to Customer for any Excluded Service., 2.6 Acceptable Use Policy., Carrier’s Acceptable Use Policy posted on Carrier’s website applies to the Services (as it may be amended from time to time). 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 (email sufficient). Customer will incur MRC and NRCs, as applicable, upon the Acceptance Date (defined below) or…, 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 Rate Center., 4.2 Service Deactivation., To deactivate a TN, Customer must remove the TN from service within the portal. The date of such removal is the “Deactivation Date.” Customer will remain liable for all Fees incurred up to and including the Deactivation Date. 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 been incurred for the…, 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 Point (“PSAP”). E9-1-1 Service means…, 6.2 9-1-1 Nomadic Service Delivery., Customer will obtain and maintain accurate Subscriber information and promptly configure and maintain such information in the Cloud Connect for Webex Calling Portal so that Carrier can provide such Customer-provided information to applicable databases. Customer will configure an accurate Subscriber Service Address for every Subscriber. Customer will also promptly provide any necessary updates to…, 6.3 9-1-1 Nomadic Service., Customer will fulfill all its obligations with respect to 9-1-1 Nomadic Service through the Cloud Connect for Webex Calling Portal. Customer will not provide service to a Subscriber on an Active TN and will not activate a TN that is intended to have 9-1-1 Nomadic Service until all the information required to provide 9-1-1 Nomadic Services has been validated by Carrier. Carrier may reject a…, 6.4 9-1-1 Nomadic Service Functional Limitations., Customer acknowledges that 9-1-1 Nomadic Services will not function, or will not function properly, in the following situations: (i) if a Subscriber attempts to place a 9-1-1 call from any location other than the Subscriber’s Service Address as communicated to Carrier by Customer; (ii) if power is disrupted at the Subscriber Service Address; (iii) if Internet connectivity is disrupted at the…, 6.5 Indemnification., Customer will indemnify and hold harmless Carrier against any and all damages, claims and expenses resulting from Subscriber’s or Customer’s failure to comply with all of the requirements described in Section 6, including without limitation: (i) any 9-1-1 calls routed to Carrier on the wrong Trunk group; (ii) Customer’s incorrect or improper designation of an TN to not receive 9-1-1 Nomadic…, 6.6 Manual Intervention., In the event a live operator or manual intervention is required to provide 9-1-1 service to a Subscriber for any reason other than Carrier’s negligence or failure to comply with this Service Schedule, Customer will be responsible for the “9-1-1 Manual Event” per call fee. In addition, Customer will be responsible for the 9-1-1 Manual Event per call fee, even if manual intervention was not…, 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 complying with…, 7.2 Call Intercepts., Customer agrees to comply with applicable lawful intercept regulations. 8. Authorization / Use of the Inteliquent Portal. Customer is authorized to use the Cloud Connect for Webex Calling 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 Cloud Connected PSTN Portal under Customer’s account or…, 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”). The “Maintenance Window”…, 9.2 Emergency Maintenance., Carrier may, without notice, perform work at any time to correct, replace or repair network conditions which are likely to cause an Outage, and which require immediate correction (“Emergency Maintenance”). Emergency Maintenance while being conducted, may degrade the quality of the Services or cause an Outage., Appendix A, Default VoIP TN and Inbound Calling Price List / Monthly Minimum Fees Product Name Domestic United States including Alaska, Hawaii, Puerto Rico & USVI Canada Webex - Local DID MRC per TN $3.00 $3.00 Webex - E911 Emergency Service per TN Included Included Webex - E911 Emergency Service Manual Event per Call* $75.00 $75.00 CNAM DIP NRC per Call included included CNAM Data Entry included…, Exhibit B – Cloud Connect for Webex Calling Toll Free Services, Pursuant to this Service Schedule and the Cloud Connect for Webex Calling Agreement between Carrier and Customer (the “Agreement”), Customer hereby subscribes to Inteliquent’s Cloud Connect for Webex Calling Toll Free Service (as more specifically described in Section 2 below)., 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) Cisco Webex Services. Toll Free Service is delivered via Customer obtained and managed Cisco Webex Services.…, 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 Cloud Connect for Webex Calling 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…, 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. 9. RespOrg. (A) If…, Exhibit C – Cloud Connected PSTN Domestic Local, Long Distance, and International Long Distance Services, Pursuant to the terms and conditions of Customer’s Cloud Connect for Webex Calling Agreement with Inteliquent and this Exhibit, Customer hereby subscribes to Inteliquent’s Domestic Local and Long Distance Termination Service and International Long Distance Service (the “Service”). This Service Schedule will be effective on the date the trunks utilized to carry the Local and Long Distance (“LLD”)…, 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 Increment (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.…
Type: Legal page
Cloud Connect for Webex Calling Trial Agreement, This agreement is for a free trial of the Cloud Connect for Webex Calling. This Cloud Connect for Webex Calling Trial Agreement (“Agreement”) is made between Inteliquent, Inc., a Sinch company (together with its affiliates providing the Services defined below, “Inteliquent” or “Carrier”), and and the party receiving Services (as defined herein) from Inteliquent (together with its affiliates, “…, Background:, A. Customer would like to test the services identified on Exhibit A attached hereto (collectively, the “Trial Services”) and provide feedback on the Trial Service. B. Carrier desires to have Customer participate in the testing of the Trial Service., Agreement:, Intending to be legally bound, the parties agree as follows:, 1. Trial., Customer agrees to work cooperatively with Carrier in the testing of the Trial Service. Additional terms and conditions related to the Trial Service are set out on Exhibit A, attached hereto and incorporated herein. The Trial Service is being provided by Carrier., 2. Term., This Agreement will commence on the Effective Date and terminate thirty (30) days after the Effective Date, unless extended by written mutual agreement of the parties. Carrier may terminate this Agreement and the Trial Service at any time, for any reason., 3. Risks of Tests Assumed by Customer., Customer acknowledges that the Trial Service is being provided as part of a trial offering and is not designed to carry anything other than test traffic. As such, Customer assumes all related risks and harm. Customer is under no obligation to use the Trial Service and may terminate its participation in the test at any time., 4. Interconnection., The interconnection point for the Services between Carrier and Cisco is managed by Inteliquent. Interconnection between Customer and Cisco Webex Services is Customer’s responsibility. Carrier has no responsibility for any service problems related to Customer’s interconnection to Cisco or any service problems with Cisco Webex Services., 5. No Warranty., Given the purpose of this Agreement, Customer acknowledges that the Trial Service is provided “AS IS’’ and may not be functional for the purpose for which it is intended. Operation at any given time does not guarantee operation at any other time. CARRIER DISCLAIMS ALL WARRANTIES RELATING TO THE TRIAL SERVICE, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTIES AGAINST INFRINGEMENT…, 6. Limitation of Remedies and Liability., Excluding Customer’s breach of the terms of Exhibit A, neither party will be liable to the other party with respect to the subject matter of this Agreement under any contract, negligence, strict liability or other theory or for any direct, indirect, incidental or consequential damages including, but not limited to loss of revenues and loss of profits., 7. Further Limitation of Liability., IF CARRIER (OR ANY OF ITS AFFILIATES) IS EVER HELD LIABLE IN RELATION TO THIS AGREEMENT AND WHETHER THE CLAIM IS UNDER CONTRACT, NEGLIGENCE OR ANY OTHER THEORY OF LIABILITY, SUCH PARTY’S LIABILITY UNDER THIS AGREEMENT IS LIMITED TO PROVEN DIRECT DAMAGES AND WILL NOT EXCEED TEN THOUSAND DOLLARS ($10,000)., 8. Notices. , All notices required under this Agreement will be given in writing and either (i) hand delivered, (ii) sent by email, or (iii) delivered by a nationally recognized next business day courier, postage paid, in all cases to the address listed below for Carrier, to Service Location Address as specified on Service Orders for Customer. If Customer’s address is a post-office box, Carrier may send any…, 9. Miscellaneous., The parties are separate and independent legal entities, and independent contractors as to each other and under this Agreement. If any provision of this Agreement is invalid or unenforceable under applicable law, that provision shall be ineffective only to the extent of such invalidity, without affecting the remaining parts of the provision or the remaining provisions of this Agreement. To the…, Exhibit A: The Trial Service, 1. The Trial Services., The Trial Service is for evaluation of Cloud Connect for Webex Calling, which provides VoIP TNs, Inbound and Outbound Calling for use with Customer’s Cisco Webex Services. The following terms and conditions will apply to the Trial Services: VoIP TN and Inbound Calling Service: Limited to ten (10) US and Canada TNs. Cloud Connect Webex Calling Domestic Local, Long Distance Service: Not to exceed 5…, 2. Charges for the Trial Services., Notwithstanding any provision of the Agreement, Trial Services will be provided at no charge to the Customer., 3. Customer Responsibilities., CUSTOMER ACKNOWLEDGES AND AGREES THAT TRIAL SERVICES ARE TO BE USED FOR EVALUATION PURPOSES ONLY AND NOT FOR USE IN A PRODUCTION ENVIRONMENT. EMERGENCY SERVICE CAPABILITIES (E.G., 9-1-1) ARE AVAILABLE FOR TESTING AND EVALUATION, BUT CUSTOMER AGREES TO NOT DEPLOY TRIAL SERVICES, INCLUDING BUT NOT LIMITED TO EMERGENCY SERVICES, IN A PRODUCTION ENVIRONMENT WITHOUT CARRIER’S PRIOR WRITTEN CONSENT.…, 4. Production Agreement., Any Customer that wishes to purchase Cloud Connect for Webex Calling outside of this Trial Service must execute a standard Service Order subject to the Cloud Connect for Webex Calling Agreement posted at www.inteliquent.com/legal/webex-calling . Upon execution of a standard Service Order, this Trial Agreement shall be terminated., 5. Indemnification., Customer agrees to defend, at its own expense, and indemnify and hold harmless Carrier and its affiliates and subcontractors (collectively the “Carrier Indemnitees”), from and against any third party claims, suits, damages and costs and expenses (including legal fees) asserted against or incurred by any of the Carrier Indemnitees arising out of or relating to (1) Customer’s use of the Trial…
Type: Legal page
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