Sinch has once again been recognized as a “Tier 1 Signaling Firewall vendor” by the Roaming Consulting Company (ROCCO), in its 2020 Signaling Firewall Vendor Performance Report. The report is based on a survey of 121 Mobile Network Operators (MNOs) from 87 countries, and rates 21 Signaling Firewall vendors. It aims to identify the best of the best in Signaling Firewall vendors and share the…
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Today, the choice of mobile messaging channels for communication between end users, devices, and businesses is greater than ever. However, despite increased competition, SMS remains the undisputed champion and, in fact, continues to grow in importance! SMS is the only channel that can reach more than 5 billion people with mobile devices around the world as well as a rapidly increasing number of…
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Customer expectations are evolving, simplicity and immediacy are now key in maintaining relevance and meeting the needs of demanding clients. Ignore the trends and risk losing out on business, brand credibility, and falling NPS scores. A poor customer experience, at any point in the customer journey, can no longer be brushed under the carpet. It’s time to step it up. Often, call centers are the…, This feature is available in open beta, so get in touch if you want to be among the first ones to get early access to it., What are the other features and benefits of Sinch IVR? Seamless integration and scalability Our robust cloud-based APIs allow integration with existing systems while providing full control over IVR setup and communications. Flexible, intelligent routing along with multilingual support helps you scale with confidence. Thanks to our tier 1 network of 350+ direct connections worldwide, there’s no…, Sales, – automate basic sales qualification and cold calls so account managers can focus on qualified leads, Support, - automate basic support, so your support team can focus on resolving more complex issues, Marketing, – run cost-efficient surveys, polls, promotions, and campaigns to boost brand awareness, Operations, - automate booking reservations, appointment reminders, and more, outside standard office hours The Sinch advantage: Global connectivity with 350+ direct carrier connections worldwide Operator-grade platform ensuring superior robustness and reliability Intelligent routing for best call quality and deliverability 1000+ enterprise customers globally, including 8/10 of the largest US tech companies
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New research from Sinch shows a dramatic shift in consumer behavior — away from public spaces and physical meetings, and in favor of digital interactions. How will banks deliver on best-in-class customer experience in this transformed world? The Sinch study, which surveyed 2,890 consumers across 14 countries, documents dramatic shifts in customer behavior or and pinpoints the features and…
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Sinch spoke with Andy Gladwin, head of mobile for Cheetah Digital, about how technology and channel strategy can solve critical challenges in the COVID era. Q: Let’s begin with the topic that’s on everyone’s mind: COVID. There’s a lot of short-term thinking going around; how are companies planning for long-term changes that may result due to COVID, particularly as it relates to delivering…
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For reasons including extraordinary open rates and ubiquity, SMS messaging is a trusted and frequently used channel for businesses to communicate with their customers. The numbers are quite impressive. Sinch, one of the leaders in the space, sends over 107 billion messages annually for eight of the top 10 tech companies in the world as well as thousands of others of varying sizes. While the SMS…
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Research from Sinch shows a dramatic shift in consumer behavior — away from public spaces and physical meetings to favor digital interactions. And in the healthcare sector, the transition is even more pronounced. Usage of telemedicine has surged 245% since the COVID-19 crisis began, and many expect these changes will outlast the pandemic, marking a permanent shift in health-seeking behavior.…, Healthcare at a distance, People worldwide are avoiding physical spaces and gathering places, in favor of digital or virtual interactions. According to Sinch’s research, there is a strong indication that this trend will continue even after the pandemic is over. Fifty-eight percent say they will avoid crowds after COVID-19 has passed and 43% will stay closer to home. These figures signal profound changes in everyday life…, Spike in usage of telemedicine, Of those who have used telemedicine, nearly 3 in 4 did so for the first time during the pandemic Even among those who do not use telemedicine, there is pent-up demand. Forty-two percent say they would like to use it but haven’t gotten around to it, and 17% say they would like to use it but their medical providers don’t offer it. For consumers not using telemedicine, would they find it useful?…, Leveraging artificial intelligence in patient-provider interactions, Medical visits aren’t the only area poised for disruption. For an individual patient, hundreds of interactions occur around the doctor-patient visit, from making and confirming appointments to filling out pre-visit assessments and monitoring physical symptoms. These can be done more efficiently — and even enjoyably — using mobile conversations powered by artificial intelligence. In some cases,…, Opportunity gap, People are enthusiastic about mobile messaging options, but adoption remains stubbornly low One of the biggest opportunity gaps is in public health messaging. Since the pandemic began, Sinch has provided digital communications infrastructure to governments and health authorities worldwide. The Sinch messaging ecosystem empowers health agencies to send out real-time public health notifications,…, "Mobile healthcare tools like TelASK have also been a powerful solution during the pandemic because they provide a type of 'digital triage'", explains Anders Lenman, RTC Product Manager at Sinch. "TelASK, and solutions such as those used by the Uruguay government, identify citizens who are at highest risk, and connect them with the services they need, all while shielding other citizens from…, , The next generation of mobile healthcare, Even beyond routine, task-oriented interactions such as making appointments or filling out forms, healthcare companies and providers have an opportunity to use AI to support conversational healthcare . While chatbots have been around for a few years, advances in natural language processing make them excellent channels to share health information and support patients. For example, CancerChat, a…
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The quest for time-series anomaly detection at Sinch - part one, This blog post is the first in a series about our quest to find the best anomaly detection system for chatbots. Our quest is by no means over, but we’ll update you on the problems we tackle as we progress on our journey. Most of the time-series anomaly or outlier detection algorithms out there, commercial or otherwise, only function well under high volumes of traffic. One of the services Sinch…, Moving average, A simple approach to make sure the data you look at is relevant would be to work with a moving average. You can replace each measurement with the average of its past 200 measurements, for example. If you do that for the data illustrated above, you get the green line illustrated below. As you can see in the image above, the improved success rate stays nicely between 0.7 and 0.9 and is…, Time warping, Imagine your call success rate depends on the time of day. During the day time, you can expect 80% of calls to be successful, but after office hours, that success rate drops to 60%, and at night time, you only have 40% successful calls. With the traffic shown in the first graph, you could get the following measured success rate in blue below. As shown above, the success rate can wildly oscillate…, Conclusions, For non-seasonal data, you can use a moving average approach to convert your metric into something more insightful. Picking a window size that is big enough, you can guarantee that the data you look at is relevant since it inherently will incorporate the number of calls. The resulting metric can be used as input by anomaly detection algorithms requiring stable input. When you want to take…, Want to find out more about chatbot technology and how it can help your business? Take a look at the Chatlayer product page here .
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The quest for time-series anomaly detection at Sinch – part two, Many infrastructure and performance monitoring software tools offer built-in anomaly detection. But they often generate too many false positives. This is the second blog post in a series where we describe our journey in building a better performance monitoring tool for chatbots. You can find part one here . Anomaly detection can also be formulated as a prediction problem. Anomalies are unexpected…, Statistical threshold estimatio, n, There are many machine learning methods out there to predict values for time-series. Some of them even come with tools to estimate confidence boundaries like ARIMA or Gaussian Processes. The output is typically a Gaussian, which tells you how likely it is that the actual measurement will fall between certain boundaries. A commonly used approach is the 3 Sigma rule. If your measurement is more…, Anomaly score, There are methods like Robust Random Cut Forest (RRCF) that don’t work with Gaussian boundaries. RRCF is a tree-based method that tries to model the data. Every time a new data point is entered into the model, it checks where changes are needed to better fit the data. If the prediction was accurate, no changes are necessary, but if the prediction deviated a lot, the tree will need to be adapted…, Scaled minmax threshold estimation, To tackle the thresholding problem, we took a different approach. The idea is that you learn from past data what a good threshold looks like. Imagine you have a model that predicts your metric, the deviation from the actual metric can look like the graph below. If you want to apply this reasoning to the output of the anomaly score of RRCF, you can ignore the negative values in the examples that…, Conclusions, In this blog post, we shared the approach we use to set thresholds for our anomaly detection model. For predictive anomaly detection methods, we use deviations from the prediction as an input signal. That ensures we can use time-series prediction methods to capture seasonality, but we don’t have to deal with the seasonality when determining the ideal boundaries. For methods that return a score…
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A2P 10DLC Q&A with messaging experts from Sinch & The Campaign Registry (TCR) Conversational A2P 10DLC messaging solutions are still pretty new, so it’s only natural to have questions. Don’t worry though, to help you navigate the 10DLC space and build a rock-solid migration strategy we’ve got some tools to help you out. Take a look at our introductory webinar: 10DLC: the new standard in…, Download the guide, Still got questions? Then our Q&A blog, with advice from Sinch and TCR experts, is here to save the day. We caught up with Jonathan Vimont, Director of US Messaging at Sinch, Stefan Heller, VP of Business Development, at The Campaign Registry (TCR) to address some FAQs. What is 10DLC, and what features does it support? 10–Digit Long Codes are a carrier sanctioned cost-effective solution…, 1. Customer enters their Campaign details in the Sinch Portal and requests numbers, Vetting is encouraged and will be required for non-Russel 3000 companies: 1-5 business days , Sinch registers Brand and Campaign(s) via TCR Sinch procures and provisions the 10DLC number(s) to clients account , 2. Customer has existing numbers and wants to port/migrate to Sinch: 3-5 business days, Customer purchases their own numbers and provides them to Sinch along with their Letter of Authorisation (LOA) NOTE: Customer MUST specify if Voice will be included, if so they will need to set up or add these numbers to Sinch Inbound Voice in parallel Same process applies as Step 1 for Customer to register Brand and Campaigns via TCR Sinch submits the SMS port and A2P Tagging (OSR updates…, 3. Customer handles 10DLC procurement and campaign registration but would like to use Sinch as their secondary provider: 3-5 business days , Customer must establish relationship and create Account as CSP within TCR Customer registers Brands and Campaign(s) via TCR and selects Sinch as their ‘provider’ or DCA Customer provides Sinch with the list of 10DLCs and NetNumber ID (NNID) (if holding their own NNID**) Sinch Reviews and Approves both the Brand and Campaign(s) and sets up the numbers with the Carriers defined by the Customer…, Text Enablement, :, $10,000 USD if a company or a message sender text-enables a 10-digit NANP telephone number and sends messages before verification of message sender ownership , Grey Route:, $10 USD per message for each 10DLC message sent by a message sender via a P2P route, Program Evasion, : $1,000 USD for each unique instance of a violation (snowshoeing, dynamic routing, spam filter evasion, unapproved campaign service), Content violation:, $10,000 USD for the third and any subsequent notification of a violation from the same content provider For more 10DLC-related questions, we recommend checking out our 10DLC knowledge base articles on the Sinch Support site.
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