Sinch Omnichannel Contact Center Out-of-the-Box Integration with CRM and ERP – Security, Stability, and Ready-Made Enterprise Connectors

Why do CIOs in retail and e-commerce choose Sinch Contact Pro?

For IT Directors in retail, wholesale, or e-commerce companies, three key areas are crucial when implementing an omnichannel contact center:

1. Seamless integration with existing CRM and ERP
2. Stability, scalability, and high availability
3. Regulatory compliance and security certifications

Sinch Contact Pro is an enterprise-class omnichannel contact center solution, available in both cloud and on-premise, designed for integration with leading business systems and environments with high SLA requirements.

Ready-Made, Certified Integrations with CRM and ERP

One of the biggest challenges for CIOs is the risk of costly and unstable integration. That’s why Sinch Contact Pro offers certified, supported connectors, ready for implementation without costly custom development. Certified connectors for:
• Salesforce
• SAP CRM
• SAP Service Cloud (C4C)
• SAP CX / SAP Sales & Service
• SAP S/4HANA
• Microsoft Dynamics 365
• ServiceNow
• Zendesk
• SAP SuccessFactors
• Emarsys
• Microsoft Teams

Also available:
• Omnichannel Connector
• Open Conversation API for custom integrations

 What does all this offer CIOs?

• Shorter implementation time
  • Lower integration risk
  • Vendor support for connectors
  • 360° customer view in CRM/ERP
  • Data consistency between Contact Center, CRM, and ERP

Retail- and e-commerce-ready architecture

Sinch Contact Pro is designed to handle high contact volumes and seasonal peak traffic typical of retail and e-commerce.
• High availability
• Multi-region architecture, support for follow-the-sun models
• Enterprise-class SLA
• Scalability for sales campaigns, promotions, and seasonality

This ensures stable system operation even during sudden traffic spikes.

Omnichannel + AI: One Engine for All Channels

Sinch Contact Pro provides full omnichannel support from a single agent interface.
All communication channels available, including:
• Phone
• Email
• Chat
• Video
• SMS
• WhatsApp
• Telegram
• RCS
• Social Media

AI chatbot and voicebot (Sinch Chatlayer):
• One bot supporting web, social media, WhatsApp, and RCS
• Automation of routine queries
• Searching FAQs, knowledge bases, and documents
• Escalation to a consultant while maintaining conversation context

For CIOs, this means:
• Better resource utilization
• Lower contact handling costs
• Consistent customer experience across all channels

Flexible integration model – tailored to the IT architecture

The system can be implemented in two models:
• Contact Center embedded in CRM/ERP
• CRM/ERP embedded in the Contact Center interface

This enables:
• Preservation of existing IT processes
• Minimal disruption to existing architecture
• Gradual migration without risk to operational continuity

GDPR compliance and security certifications

Sinch is a global leader in telco and messaging, a European company with infrastructure and headquarters in the EU.
• Compliance with GDPR and global regulations (including ISO, LGPD)
• Regular security audits
• Mature enterprise-class security processes
• High SLA level for regulated clients

For CIOs, this means:
• Meeting compliance requirements
• Customer data security
• Reduced audit and regulatory risk

Operational functions important for large organizations

Why are Comtrust and Sinch Contact Pro trusted providers?

Sinch Contact Pro, implemented by Comtrust, minimizes the risk associated with a new vendor through:
• Certified integrations with existing systems
• Enterprise-grade SLAs and security
• Hybrid deployment options (cloud/on-prem)
• Proven implementations in regulated and high-volume environments

This allows for omnichannel implementation without destabilizing the current IT ecosystem.

Author:
Sebastian Tur
Technical Director, Comtrust