Interactive Voice Response (IVR) is a technology that allows customers to interact with a company’s phone menu using a touch-tone keypad or speech recognition.  

IVR collects the caller’s responses by keypad or voice and routes the call to the most relevant agent or department.  

How is IVR used? 

IVR can be used by businesses to improve customer experience and team efficiency and reduce costs. Here are a few examples: 

• Sales – automate basic sales qualification and cold calls 
• Customer care – automate answers to basic customer queries 
• Marketing – run cost-efficient surveys, polls, promotions, and brand awareness campaigns 
• Operations – automate reservations, appointments, and more 

What are the benefits of Sinch’s IVR? 

Sinch offers scalable, easy-to-integrate DTMF-based (Dual Tone Multi-Frequency) and voice IVR with speech recognition. 

Our powerful cloud-based APIs are built to integrate seamlessly with any existing system.  And with our tier-1 network of 600+ direct connections, we ensure the highest call quality and deliverability. 

Sinch’s IVR also has text-to-speech capabilities with multi-language support and allows you to build custom menus. It can also be used as a user verification method to secure application signups and logins. 

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A CPaaS (Communications Platform as a Service) is a cloud-based platform that helps businesses enrich customer interactions through the use of messaging, voice, and video APIs.  

With a CPaaS, businesses can easily expand the capabilities of their existing applications without having to build any backend infrastructure. 

How does Sinch work with CPaaS? 

With our robust API-enabled CPaaS platform, we offer reliable, programmable messaging, voice, video, and email services that allow businesses across all industries to create five-star omnichannel experiences across the entire customer lifecycle. 

What are the benefits of choosing Sinch as your CPaaS partner? 

Sinch was named a leader in the 2021 IDC MarketScape report – an essential reference assessing cloud communications providers.  

With our enterprise-grade platform and deep networking interconnections to mobile operators around the globe, we enable 147 billion engagements per year, with best-in-class service quality and delivery. 

In other words, companies that require reliable, programmable messaging, voice, video, and email APIs to better engage their audience are in good hands with Sinch!

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A chatbot is a computer or software program that simulates real-time human conversations via text, voice, or both. Thanks to Artificial Intelligence (AI) and Natural Language Processing (NLP), chatbots understand intents and context and can interact with users in their own language to address end-user questions and requests.  

Chatbots are used across all industries to provide instant, always-on support, reduce churn and operational costs, boost sales and engagement, and more.  

How does Sinch work with chatbots? 

Chatlayer is Sinch’s award-winning conversational AI platform, allowing businesses to scale customer interactions on any messaging channel with powerful chatbots and voicebots without any coding skills.  

What are the benefits of using Sinch’s chatbot platform? 

Chatlayer by Sinch lets businesses build voice and chatbots and automate customer communications on any messaging channel, in more than 100 languages. 

Chatlayer easily integrates with your existing CRM, contact center, or ticketing solutions to let you use customer profiles, past interactions, or behaviors to deliver personalized experiences.  

Whether you want to boost lead generation or step up customer care, your AI bot will be up and running in no time thanks to our intuitive platform. A few clicks is all it takes!

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Throughout and bandwidth are two related terms that are frequently used in similar contexts – so it can get a bit confusing. But they are actually very different, and it’s good to know which one you’re talking about!  

So what is the difference exactly?  

Let’s put it simply: Think of bandwidth like a drinking straw. It might be a big thick one or a thin, twisty one. Throughput is not the straw but the liquid you drink through it. So, bandwidth does affect throughput, but they’re not the same thing.  

 The importance of throughput and bandwidth  

Throughout is how much data can be sent from the source to the destination in a given amount of time. Bandwidth, on the other hand, refers to the total transfer capacity of a network.  

Keep in mind that bandwidth is about capacity, not speed. It also doesn’t necessarily correlate with quality! Even a high bandwidth network can have poor performance.  

Bandwidth definitely has an impact on performance, because the bigger the drinking straw is, the more liquid can be transported through it, right? That’s the same way that bandwidth and throughput work. However, the straw might have other problems, like too many twists, a bend stopping the flow, or a crack or leak somewhere. That’s why, generally, throughput is a better metric to use to track network performance. 

Of course, we’re actually talking about data packets and how quickly and efficiently they’re transferred – not drinking straws and soda. But you get the idea!  

How Sinch can help 

Different number types have different throughput levels. There are many other factors which can affect your throughput as well. Either way, though, you want to optimize!  

We’re happy to help you determine what number type is best for you and how you can get the best throughput possible. Get in touch!

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Omnichannel customer service is not only about acing customer service; it’s about acing it on every channel your customers might use at any given point. It’s about meeting them where they hang out – Instagram, WhatsApp, Facebook Messenger, email, SMS – you name it, you need to be active in the spaces your customers favor when they have a burning question. 

The importance of omnichannel customer service 

Giving the customer what they want is essential in any business. There’s nothing more frustrating than finding tech support on your new gadget is only available from 9am-5pm, Monday to Friday when you need help on a Saturday at 9pm. It’s time to step it up and add more ways for customers to get in touch – ways that suit them. 

How Sinch works with omnichannel customer service 

We take great pride in customer service at Sinch, so we offer a range of support channels to meet the needs of our global clients. 

We like to pay it forward, which is why we understand the importance of you offering your clients premium levels of omnichannel customer service. Check out our solutions [LINK] and get to work on acing that omnichannel.

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Omnichannel is all about meeting customers in the places and spaces they hang out, regardless of channel. Omnichannel customer engagement takes that one step further – it’s not just about meeting customers where they want to be; it’s about engaging them when they get to that meeting point – giving them a reason to stay and act on what they see. 

The importance of omnichannel customer engagement 

Customer engagement is critical to any business or brand – it’s one of the sole (if not the sole) reasons why companies exist. A confusing website optimized for desktop, where products can only be bought during standard office hours, will result in engagement levels dropping sharply. Falling sales figures will be close behind. 

Again, it’s all about omnichannel. Maximizing opportunities on every channel to meet and engage customers in ways they love. 

How Sinch works with omnichannel customer engagement 

We love omnichannel at Sinch. We’re always thinking of new and exciting ways to make life simpler for our clients so you can pass the benefits on to your customers then sit back and enjoy the rewards. 

Take a look at some of our omnichannel solutions [LINK] and start engaging customers today! 

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Multimedia Message Service (MMS) is an extension to Short Message Service (SMS), enabling text messages longer than 160 characters. MMS allows businesses to enrich their messages with compelling multimedia content like images, videos (up to 40 seconds), animations, audio, and more.  

How does Sinch work with MMS? 

From timely reminders and notifications to personal offers and invites, or customer support, our MMS API helps businesses showcase their brand and get noticed with personalized, powerful messages.  

MMS is currently available in the United States only. 

What are the benefits of Sinch’s MMS messaging API? 

Sinch’s MMS API integrates in no time with your existing tools – e.g. your CRM platform – allowing you to use customer data and create custom messages.  

Built with marketers in mind is super easy to use and lets you create compelling campaigns effortlessly 

Oh, and did we mention that Adobe users can send MMS directly from their Adobe account thanks to the MMS Connector?

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A Software Development Kit (SDK) is a set of software development tools – e.g. code samples, instructions, documentation, libraries, and more – allowing developers to build applications quickly and efficiently.  

How does Sinch work with SDKs? 

Sinch offers tried and tested SDKs for SMS, Voice, Video, Verification, and Conversation API, available for iOS, Android, and/or JavaScript – check out our developer site for individual SDK specifications.  

What are the benefits of Sinch’s SDKs? 

Available for multiple language codes, our SDKs are loved by developers across the globe and let you build with confidence while keeping the process quick and easy. We’ve also got extensive developer documentation and handy tutorials to help you get up and running in no time.

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MMS (multimedia message service) and SMS (short message service) have very different applications, so if you’re weighing them up against each other, look to your individual use case for guidance. 

MMS is perfect for putting your brand in the spotlight. Boosting sales and reducing churn come naturally thanks to powerful, rich media formats – images, animation, video, audio, and more. Think coupons, promotions, invites, and campaigns. 

SMS is a messaging workhorse. It really comes into its own for bulk sending or time-sensitive notifications to get a simple message across. Think appointment reminders, pin codes, package delivery updates, and bank balance alerts. 

How is Sinch involved with MMS vs SMS? 

Thanks to our carrier-grade platform and super network of over 600+ direct carrier connections, you can bet we’re really involved in MMS and SMS! 

We take pride in building mobile experiences that count, so if you’re on the hunt for a supplier offering global compliance, smart routing, security, and reliability, we’ve got you covered. 

The benefits of MMS vs SMS 

Your use case will help point you in the right direction on which messaging channel is right for you. Both MMS and SMS have a tonne of benefits and can add value to your business in many different ways. 

Take a look at our product pages and see for yourself which might work best, or drop us a line!

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10DLC (10-digit long code) is a carrier-sanctioned channel that allows brands to send A2P text messages using 10-digit local numbers available in the North American Numbering Plan (NANP). It replaces shared short codes and unregistered long codes in the U.S.  

As major U.S. carriers now prohibit the use of P2P long codes and shared short codes, businesses that have been using this type of numbers or U.S. traffic need to adjust their messaging setup to avoid their messages being blocked.  

10-Digit Long Codes offer better brand recognition, engagement opportunities, and cost-efficiency. They’re ideal for A2P transactional messages such as notifications and reminders, one-time pin codes, product and service updates, and small-scale marketing campaigns. They also support two-way messaging and voice. 

How does Sinch work with 10DLC? 

Sinch offers 10DLC numbers for businesses looking to replace shared short codes and unregistered long codes for U.S. traffic or complement their existing messaging setup.  

10DLC allows our customers to easily enrich customer interactions and boost engagement with personalized two-way conversations over SMS, MMS, and voice calls, all while reducing blocked messages and building trust through a recognizable local number. You can also protect user privacy by anonymizing numbers. 

What are the benefits of partnering with Sinch to start using 10DLC? 

With our enterprise-grade platform and robust network of 600+ direct carrier connections, we ensure best-in-class message delivery, always with top-notch security.  

Our expert team is happy to help you migrate from a shared short code to a 10DLC number. We’ve got tons of experience, so get in touch and we’ll have you up and running in no time!

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