This agreement (together with Appendix A, the “Agreement”) applies to the Microsoft Teams Products, Services or Subscriptions provided as provided or resold by Inteliquent, Inc. (and its affiliates providing the Services below, “Seller”) to the customer (“Customer”) (the “Parties”) using or reselling such Products, Services or Subscriptions. If the Parties have signed a Master Services Agreement…, Description of Products, Services or Subscriptions, MS Teams Direct Routing connects Microsoft Teams users (“Subscribers” or “End Users”) to Inteliquent Voice Services as described in the Inteliquent Direct Routing Agreement. Users may utilize Microsoft Teams to make and receive calls to the Public Switched Telephone Network (PSTN) with Inteliquent Direct Routing Services. Microsoft Office 365 licensing necessary to enable voice features within…, Fees, Fees for the Products, Services or Subscriptions shall be provided to Customer in a Service Order, or similar document., Territory, Customer shall limit its activities under this Agreement to the following regions, countries, locations, and/or End Users (the “Territory”): All 50 states of the United States of America plus its territories, Washington, D.C. and Puerto Rico (except U.S. federal government). Customer acknowledges that its appointment under this Agreement is nonexclusive and that it obtains no exclusive rights in…, Trademarks, Customer is hereby prohibited from otherwise copying and from translating, modifying or adapting the software portion of the Products or incorporating in whole or any part in any other product or creating derivative works based on all or any part of the Products. Customer is not authorized to license others to reproduce any copies of the software portion of the Products, except as expressly…, Payment terms, For Subscriptions, Customer agrees to complete the appropriate order form (“Order Form”) for the Subscriptions as provided by Seller. Subscriptions will commence upon receipt and acceptance by Seller of a Subscription Order Form., Sublicense of Software Products and Firmware, Subject to the provisions of this section, Seller duly possesses and grants to Customer a nonexclusive, nontransferable license to use the object code form of the software Products only as necessary to carry out the following activities in accordance with this Agreement: (i) market and distribute the software Products solely for use in conjunction with Seller’s Products, (ii) demonstrate the…, Indemnification, Customer shall defend any third-party claim, suit or proceeding, and indemnify and hold Seller and its affiliates harmless from and against any settlement amounts, damages, liabilities, penalties, fines and reasonable expenses (including, but not limited to, reasonable attorneys’ fees) arising out of or in connection with (i) the sale, license, servicing and related activities pursuant to this…, Independent Contractor Status, Customer shall conduct its business under this Agreement as a principal for its own account at its own expense and risk. The relationship between the Parties is that of independent contractors. This Agreement creates no relationship of principal and agent, Customer, joint venturer or any similar relationship between Seller and Customer. The grant of the right to sell the Products, Services and…, Termination, This Agreement may be terminated by either Party in the event it notifies in writing the other Party of a material breach under this Agreement and the other Party does not cure such breach within thirty (30) days of receipt of such notice. Seller may immediately suspend the Services if it reasonably suspects the Services are used for improper purposes (as Seller’s sole discretion. Further, Seller…, Export Controls and Compliance with Law, Export Laws., Customer acknowledges that the exportation or re-exportation of Seller Product(s), Confidential Information, and related technical data is subject to local country export laws and regulations. Customer agrees to comply with all applicable export and import laws and regulations., U.S. Export Laws., For Seller Product exports from the United States of America (“U.S.”), Customer acknowledges that the exportation of Seller Product(s), confidential information, and related technical data from the U.S. is subject to U.S. export laws including without limitation the U.S. Bureau of Industry and Security (“BIS”) Export Administration Regulations and the U.S. Office of Foreign Assets Control (“OFAC…, Prohibited Countries., Customer shall not sell, license or distribute, directly or indirectly, any of the Products (including any part of a Product or any direct product of such Products) or related technical data into any of those countries or to a national of any country listed in the then-current applicable United States export regulations as “embargoed, prohibited or restricted” countries (collectively, the “…, Proliferation Controls., Customer agrees not to sell, license or distribute and Products (including any part of a Product or any direct product of such Products) or related technical data, directly or indirectly, for use in nuclear, chemical, biological warfare or missile activities or facilities engaged in such activities or to any entity listed in the U.S. BIS Entities List, without first obtaining written…, Prohibited Parties., Customer agrees not to sell, license or distribute and Products (including any part of a Product or any direct product of such Products) or related technical data, directly or indirectly, to any individual or entity listed on a “prohibited” list issued by any U.S. government agency, including without limitation the U.S. BIS Denied Persons List, the U.S. OFAC Specially Designated Nationals List,…, End User Certification., Upon Seller’s request before shipment of Products and materials for U.S. export to certain designated countries as identified by Seller from time to time, Customer agrees to obtain from its End-User a signed End User Certification (EUC) for the End User to certify that it is the final recipient of the exported Products and materials and it has no intention of re-exporting such Products and…, Export License., If an export license is required before Seller can sell or transfer any of the Product(s) or related technical data to Customer, Customer acknowledges and agrees that Seller shall be under no obligation to effect such sale or transfer until the required export license is obtained. Seller shall use reasonable efforts to expeditiously obtain such required export licenses or approvals., Anti-Bribery and Anti-Corruption Laws., Each Party represents and warrants to the other Party that the first Party is familiar with all applicable domestic and foreign antibribery or anticorruption laws, including the Foreign Corrupt Practices Act and the U.K. Bribery Act, which prohibit such Party, and, if applicable, its officers, employees, agents and others working on its behalf, from taking corrupt actions in furtherance of an…, Records., Customer shall maintain complete records of its disposition of all Products and technical data, showing the user name, ultimate destination, product model, serial number, and date of sale, lease or license, including contract documents, and to make these records available to Seller or any representatives of the U.S. government upon request., Indemnification., In addition to any other indemnity under this Agreement, Customer shall defend, indemnify and hold Seller harmless from and against any and all third-party claims, damages and liabilities asserted by any person or entity against Seller connected directly or indirectly from a breach of this Agreement by Customer or its customers. Customer’s indemnification shall include the payment of all…, Insurance, Customer will carry the types and amounts of insurance coverage that would be customary for the types of activities to be performed by Customer hereunder., Appendix A: Subscription Services Usage Terms, 1. Terms., Seller will use commercially reasonable efforts to provide Customer Subscriptions Services as described under the applicable Seller Subscription Service Description (the “Subscription Service” or “Service”). The Subscription Services shall be subject to the Subscription Services Usage Terms, defined as the terms in this Appendix (“Subscription Services Usage Terms” or the “Terms”)., 2. Access Right., The access right provided by Seller to Customer for the Subscription Service is non-exclusive, non-transferable (and, if applicable, is limited within the Territory) for the duration of the Service Term. Customer is granted the right to authorize access to the Services to Subscribers as set forth in Section 4 below (Subscriber Rights). Seller reserves all rights not expressly granted hereunder.…, 3. Access and License Restrictions., Except as expressly permitted under the Subscription Service and any addendum thereto, Customer will not (i) grant access or use, sell, transfer, assign, distribute, rent, lease, time share or otherwise commercially exploit the Service or Seller Technology to any third party; (ii) modify or create derivative works based on the Service or Seller Technology; (iii) reverse assemble, reverse compile…, 4. Subscriber Rights., Customer, subject to the terms and conditions under these Terms, may grant to each Subscriber a limited, non-exclusive, nontransferable, revocable right to use the Services for such Subscriber’s internal business purposes, provided that such Subscribers have agreed to be bound contractually to terms and conditions consistent with those set forth in these Terms and any applicable Service…, 5. Downstream Service Providers., Customer, subject to these Terms, and if expressly permitted and authorized in the Order or the applicable Service Description: (a) may grant to Downstream Service Providers a right to grant to Subscribers within the territory a limited, non-exclusive, nontransferable, revocable right to use the Services for such Subscribers’ internal business purposes, provided that such Downstream Service…, 6. Emergency Services., Customer acknowledges that the Seller Service may be used as part of an interconnected VoIP service and if so used, will not support or facilitate calls to emergency services such as public safety answering points, medical care units, hospitals, fire departments, or law enforcement agencies (“Emergency Services”) and is not a replacement for an ordinary mobile or fixed line telephone (the “…, 7. Service Administration., Customer and each Downstream Service Provider shall be responsible for: (i) communicating with and invoicing its Subscribers and (ii) providing all Customer support obligations as set forth in the applicable Service Description to its Subscribers. Customer will be responsible and liable for any and all access to and use of the Service by any person logging in under a user ID registered under…, 8. Customer Data., Customer grants Seller and its subcontractors a non-exclusive, worldwide, royalty-free, paid-up, revocable, non-transferable (except as provided under an authorized assignment), limited right and license to host, cache, copy, process, store, display and retrieve information associated with the “Customer Data” for the purpose of and in conjunction with Customer’s use of the Service. Customer…, 9. Back Ups., Seller maintains the necessary data as needed by Seller in accordance with the applicable Service Description in order for Seller to provide the functionality of the Service including service emergency recovery purposes. Seller will not have any obligation to provide Customer or Subscriber with any backup of Customer Data, if any, nor will Seller be responsible for storing or maintaining data…, 10. Equipment., Customer is responsible for obtaining and maintaining any equipment and ancillary services such as establishing, maintaining and supporting all connectivity and access to Seller’s servers, systems and network (including the payment of any additional fees therefore) needed to connect to, access or otherwise use the Service (and, to the extent applicable, the Seller Technology), including, without…, 11. Third Party Applications., If Customer installs or enables any third party applications for use in connection with the Services, Customer acknowledges and agrees that Seller may allow the applicable third party to access the Customer Data as required for the interoperation of such third party applications with the Services. Seller will not be responsible for any disclosure, modification or deletion of Customer Data…
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
Sinch Voice Terms & Conditions, Long Distance Retail Rates Fax Terms of Service EECC Terms and Conditions, , Other Sinch Terms & Conditions, Terms of Service General Terms and Conditions Data Protection Agreement Email Supplemental Terms and Conditions Messaging Supplemental Terms and Conditions SAAS Supplemental Terms and Conditions Social Channels Supplemental Terms and Conditions Verification Supplemental Terms and Conditions Contact Pro Supplemental Messaging Service Level Agreement (SLA )
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
Today’s consumers demand more flexibility and convenience than ever before when it comes to banking. Throughout their journey with a bank, they’ll use many channels and expect their experience to be seamless, whether they’re visiting a branch, using their bank’s website or mobile app, talking to a representative over the phone or a messaging app, chatting with a virtual assistant, or emailing…, Research from Capgemini found that about 75% of banking customers are attracted to FinTech competitors., Why? Because they offer the kind of products and experiences customers expect — fast, convenient, and cost-effective. Combining the best of digital and physical touchpoints to deliver seamless, personalized service is key in securing lasting customer relationships, but many banks are still struggling to make omnichannel banking a reality. In this blog post, we examine the role of omnichannel…, First things first: What is omnichannel banking? , Omnichannel banking is a strategy that involves creating an integrated customer experience across all customer touchpoints, including online, mobile messaging , in-person, phone , email , and video . This allows customers to manage their finances and interact with their bank from any channel they choose, while still maintaining a consistent user experience. , Research from Forrester shows that 38% of customers want service agents to know who they are and their past queries., Omnichannel banking is the best way to meet this expectation. , Multichannel banking vs. omnichannel banking: What’s the difference? , While multichannel banking focuses on providing customers with multiple separate options to communicate and transact, omnichannel banking is about delivering an integrated experience across all channels, from the bank’s website to their mobile app, branches, or phone, messaging, and email support. With multichannel banking, if customers use one channel and then another to interact with…, Omnichannel banking connects each customer touchpoint to provide a unified customer experience., For example, support agents will know what a customer has asked for on the mobile app, on the phone, and in person. This helps the agent deliver more efficient support without having to request information the customer already provided. , Why it matters: the benefits of omnichannel banking , Embracing omnichannel banking is no small step but investing in technology that facilitates it — like omnichannel contact centers — pays off in many ways. , Delight and retain customers , Meeting customer expectations is all about convenience — you need to make their lives easier! An omnichannel banking approach allows them to switch devices and channels seamlessly to meet their needs and preferences. Some customers may want to visit a branch to open a new account, while others may want to do it using their favorite messaging app. They might then have questions about mortgage…, Increase sales and loyalty , More satisfying experiences and more options to interact also means more opportunities to engage, convert, and build long-term relationships. , Provide top-notch personalized service , Omnichannel banking also helps retain context and continuity in every customer interaction, no matter the channel, by giving representatives a complete view of conversation history. , Resolve queries at lightning speed while reducing costs , Giving support agents access to customers’ conversation history allows for quicker resolution. Using conversational AI and automation, banks can also reduce costs and improve efficiency by automating answers to simple customer queries and allocating human resources to value-adding tasks. But remember: Giving consumers an easy way to switch to human assistance is key. , Collect valuable data , Omnichannel contact centers and conversational AI unlock a whole new range of possibilities when it comes to customer data and analytics. Banks can use these insights to deliver more personalized experiences and better anticipate their customers' needs based on their profile and behavior. If you want to be more customer-centric, deliver better service, and make smarter decisions about your…, Where cloud contact centers fit into the omnichannel experience , We recently spoke about customer service best practices with Josie Huelskamp, President of Retail and Digital Banking at FirstBank , one of the largest privately held banks in the United States. The main takeaway? , The key to delivering world-class support is to meet customers where they want to be met — and customer contact centers are still a major part of the equation. , "Many institutions out there have automated their customer service center as a cost-cutting measure. We currently have a 24-hour call center that’s operated by real people and always ready to assist,” Josie explains. “Customers are dynamic and we have to pay attention to all channels, keeping an eye on what is coming, what the future looks like but still making sure that we’re maintaining…, Omnichannel banking solutions in action , Now that we’ve got the basics covered, let’s see what this looks like from the customer’s perspective: John and Sarah want to open savings accounts to fund their children's college education. They start by chatting with a virtual assistant in their bank’s app to learn more about the process. They also have a few specific questions that require human assistance, so the bot hands off the…
Type: Blog Article
Type: Product
The retail industry is changing, and the shift is being driven by consumers. The long-held belief that online shopping was a fad or merely for impulse buys is gone. With the continued growth of online retail and the shrinking of brick-and-mortar sales, everything seems to be pointing to an inevitable future where all shopping happens online . But that's not necessarily the case. There are now a…, What makes omnichannel retail different from multichannel, Because modern customers use a variety of channels when they are shopping, it’s crucial to offer sales and support on those channels. Omnichannel and multichannel strategies involve several channels; how they work together (or don’t) is what makes them different. , Multichannel retail, In a multichannel retail strategy, a company might have access to many of the channels its current and potential customers use. But these channels don’t work together. For example, let’s say a customer visits your online store and signs up for an email alert when a specific product arrives. Later, they sign up for text messages so they will be notified when new products launch. The customer will…, Omnichannel retail, Imagine having an integrated approach to selling (and buying) where customers can move across channels and pick up where they left off. Say a customer signs up for an email inventory alert for a specific product while browsing your online store. Later, they opt-in to text or WhatsApp messages for sales and other alerts. When the item is available again, they receive a text with a link to the…, Why you need an omnichannel system, Putting it bluntly, you need an omnichannel system because that is where commerce is headed. Research shows that people spend more with an omnichannel system, they have more loyalty and better engagement with your brand , and you reduce customer churn. Soon, customers will expect personalized experiences from every business they use. And why shouldn’t they? Who doesn’t want a frictionless…, Omnichannel retail examples of strategy at work, To give you an idea of how an effective and efficient omnichannel retail strategy works, we’re going to discuss a hypothetical retail brand - Shoes and Socks Unlimited. Along with the brand, we’ll talk about the touchpoints this brand has with a single customer, how those touchpoints can improve the likelihood of a sale, and how the omnichannel strategy will keep them coming back., Initial contact, The Shoes and Socks Unlimited name has been out there for a while, so there’s some brand recognition and the company has invested in marketing across a number of digital channels. One day, a customer searches for a new pair of hiking boots and comes to the website by clicking on a link that highlights a brand of hiking boots sold by Shoes & Socks Unlimited. If they’re already a customer, an…, Browsing and learning more, When the customer clicks on the link and is brought to the site (or the Shoes and Socks Unlimited app) and starts looking at the available hiking boots, a chatbot pop-up offers help. The company designed this chatbot to ask for information like shoe size, brand preferences, and favorite outdoor activities to show some quickly personalized options to the customer. The chatbot could offer to…, Making the purchase, The customer finds the perfect pair of boots and buys them. During the purchase, they receive options for how they want to receive their new pair of boots: Traditional delivery Expedited delivery In-store pickup After they decide, the Shoes and Socks Unlimited system sends a confirmation email and a message over a designated channel (if the customer opted in during the checkout process) when the…, Following up on the purchase, Because the Shoes and Socks Unlimited omnichannel system is working seamlessly, they’ll know when the customer received their new pair of boots. Receipt of the item then triggers some next steps for the customer: They receive a text or social media message offering ongoing omnichannel customer support , including a quick way to return or replace the boots and a link to any warranty or guarantees…, Optimizing their profile, Using the information that the customer provided to Shoes and Socks Unlimited, the company updates that customer’s profile. This includes information about shoe size, interests, the brands they prefer, and anything else that could help the company offer support or personalized marketing materials. With Sinch's unified API, companies can also get built-in analytics and track how separate channels…, How to make an omnichannel strategy that revolutionizes your customers' journey, Creating an omnichannel retail experience doesn’t happen overnight. The work you’ve done on separate channels won’t go to waste when your company decides to go the omnichannel route. One of the main goals of the omnichannel system is to share information across channels in order to let your customers (and your agents) pick up where they left off. Here’s how to make their new journey happen., Create segments that reflect your customers, As with any strategy that aims to improve the customer journey, it starts with the creation of accurate and useful segments. By identifying key groups, you can serve your customers better . Look for similarities in demographics, income levels, geography, job type, and other characteristics that will allow you to know who your customers are and adapt it for each market . One great example of…, Look at how your customers are finding you , The next part of the journey is how the customer found you. By determining where your customers are coming from, you can attach that information to segments to further refine their journey. It’s easy to forget about this or to put other characteristics ahead of channel choice, but different channels require different marketing and support strategies. Often, the channel someone uses can provide…, Draw up a map of their journey, When you’re drawing up a map, the best thing you can do is not make assumptions. Start with the how and why: How is the customer getting to you? Why are they looking for the thing you’re offering? Mapping a journey may not be a straightforward process. Customers may start their searches wide, doing research on product categories and brands more than on specific products or services. Some people…, Provide support at each touchpoint, Support is one of the most vital parts of an omnichannel retail strategy because customers may need it at every step of their journey. Chatbots, live chat, phone support, email support, and knowledge bases are all important methods of providing support. Customers actually want these kinds of support, too. In a survey, Sinch found that 90% of people want to get support or ask questions when…, Merge your tech stack for seamless service, Even if your company has several different channels, you're only working with a multichannel system until all of the channels are working together. Merging them into an omnichannel retail system requires an API that can handle everything and lets you and your staff easily respond to customer needs. Sinch’s retail solutions are designed to work across more than 16 channels to help you turn talk…, Automate repeatable processes, Automating repeatable processes saves your company time and money and helps prevent lost opportunities. For customers, these automated processes get them what they need when they need it. Look at the questions you get asked most often and build support around those queries. You can set up knowledge bases and chatbots to answer most questions for your customers. Live support is there if your…, Test everything often and fully, Don’t expect everything to work perfectly every time. That's why testing is so valuable. Without testing, you may never see where you have inadvertently created extra pain points or forgotten key pathways your customers use on their journey. Regular testing is the best early warning system you can use. As channels change and customers’ needs shift, having the foresight to head off problems will…, Welcome to the future of omnichannel retail, The future of omnichannel retail is here. Are you ready for it? If creating or optimizing omnichannel customer service for your retail operation is at the top of your list of priorities, Sinch is ready to make it as simple and scalable as possible. With Sinch’s range of products and services on your side, you’ll be able to integrate your retail, marketing, and support systems in ways that will…
Type: Blog Article
