Service Management Optimisation

Bring customer service into a smarter, faster era

Transform your contact centre

Today’s customers have high expectations when it comes to service. They want fast, direct support on the platform of their choice, without long wait times or being passed from agent to agent.

To meet these demands, businesses must modernise their contact centres. This means offering seamless omnichannel support and smart automation, including chatbots, to resolve issues quickly and efficiently.

Put simply, exceptional service means meeting customers where they are without making them wait.

Sinch enables us to handle seasonal retail volumes. For eample, during Black Week, we were able to handle 50% more contacts than previous years.

Tobias Zackrisson, Business Development Manager, ELKJØP

Are your customers stuck in the queue for too long?

Many customers face long wait times when trying to get service. When wait times feel excessive, companies risk losing customer loyalty. In fact, surveys show that 80% of customers switch brands after a poor customer service experience.

It is not just the wait time that matters but also being passed from one representative to another. More than 80% of consumers expect to resolve complex issues by speaking with a single person.

Customers expect more from customer service

One in three customers say poor customer service affects their loyalty to the brand.
80% of customers have switched brands because of a poor customer experience.
Younger generations expect shorter queue times.
74% of customers are willing to pay more to avoid waiting in line.
Almost 80% of customers prefer a conversation with a bot over a long wait.
82% of consumers expect to resolve complex problems by talking to just one person.

With stats like these, your business can’t afford to fall behind on customer service. It’s time to meet customer expectations and stay ahead.

70% of consumers are annoyed by waiting times that exceed 30 minutes. One in five customers had a wait time that exceeded the 30-minute window during their last interaction.

Is your customer service up to date?

What customer service used to be:

Support only by phone (possibly chat and email).
Service staff who can only process channel by channel
Requests are assigned to each available agent
No personalisation
Frustrated agents and customers

What modern customer service looks like now:

Customers can choose from a variety of channels
Service staff manage multiple channels simultaneously from one interface
Skill-based routing
Chatbot and voice bot routing/service
Requests are assigned to a contact person
Satisfied customers and motivated employees

How to boost customer satisfaction with modern service

And reasons why you should make improvements now

Customer satisfaction

Your customers are more satisfied with modern customer service.

Immediate solutions

Requests are often resolved on first contact with the customer, without necessary referrals.

Increased sales rate

Through improved service, you not only strengthen your customer loyalty, you increase your sales rate.

Less time required

They spend much less time dealing with customer enquiries and can solve problems more quickly.

Less staff costs

Through the targeted control and automated processing of enquiries, you reduce time and personnel costs.

Optimise your customer service with Sinch solutions

No matter which channel your customers choose, Sinch allows requests to be managed by the same agent on one platform. Customers can contact your service team through their preferred channel, where a bot can either resolve the issue or assign it to a service agent. This ensures problems are solved as quickly as possible.

Transform your contact centre with the right tools

Routing customers to the right person is essential for high satisfaction. Using bots for voicemail, chat, and conversations helps manage high volumes of inbound traffic efficiently. Actionable insights from your reports will enable continuous improvement in your customer service.

Success factor routing

Routing to the right agent

Omnichannel routing
Multi-qualified agents
Custom routing rules

Success factor bot

Bots for voice and chat

Industry templates
No-code platform
Multilingual support

Success factor reporting

Actionable insights boost your service

Real-time data
Pre-built reports
Botanalytics

Connecting customers to the right agent at the right time with the right knowledge

The variety of contact channels and transferring customers to the appropriate service employee who can solve their problem or answer their question often takes time. When this process is automated across all channels, customers are connected to the right employee as quickly as possible.

Chat and voice bots help you scale through automation

New to bots? No problem! We offer pre-configured templates tailored to different industries.

Want to train your own bot but lack technical skills or a dedicated team? Don’t worry! Our no-code platform is easy for anyone to use, and we handle the setup for you.

Need bots for multiple channels and languages? No problem! Chatlayer is a multilingual platform that automatically translates your bot into all the languages you need, providing more convenience for your customers without extra work for you.

Chat and voice bots help you scale your requirements through automation

1. Integrated reporting functions

2. Data in real time

3. Reporting bots

4. Data integration of other tools

5. Selection of prefabricated/free reports

KPS adds value for companies transforming their contact centres

With extensive experience, KPS supports clients not only in technical setup but also from a business process perspective. We encourage our customers to challenge existing practices and make their contact centres more efficient. A key part of this is providing the right analytical measurements. While the solution offers strong monitoring and reporting capabilities, we also assist in creating additional reports tailored to customer needs.

KPS has deep expertise in versatile system integrations. Most commonly, we integrate Sinch Contact Pro with SAP Service Cloud, but we also support standard integrations with Salesforce and ServiceNow. Additionally, we have delivered integrations with many third-party systems such as NICE CXone for knowledge management, Calabrio for quality and workforce management and analytics, and SAP BW. Should the need arise, KPS is ready to integrate any other solution.

Our goal is to be a trusted consulting partner for our clients.

We prefer to work on projects where we are involved throughout the entire end-to-end journey, from discovery workshops to implementation and ongoing support. This approach ensures our clients have a reliable partner and can avoid concerns about issues arising after go-live and during hypercare.

KPS has five years of experience working with Sinch Contact Pro technology.

The solution has evolved during that time, and through our projects and partnership with Sinch, we have continuously kept our expertise up to date.

Conctact Pro by Sinch

Contact Center Solution

True omnichannel support
Browser-based
Available on-site and remotely
Manage multiple chats simultaneously
Skill-based routing to the best available service agent
IVR routing to the right queue
Standard integrations with CRM tools

Chatlayer by Sinch

Automation Solution

Chat and voice bots for answering and forwarding
Conversational AI platform
Pre-built templates by industry
Design & training of bots with no-code platform
Pre-built integrations with SAP, Salesforce and other CRM systems
125 supported languages

Flexible solutions that deliver real value

KPS solutions deliver added value to companies aiming to transform their contact centres.
Other package variations can be customised to meet your specific needs.