Business VoIP Featured Article

Sinch AB Partners with Adobe to Offer Broad Array of Chat Messaging Applications

May 05, 2021

By Tracey E. Schelmetic, Business VoIP Contributor

Telephone support, once the primary way people contacted companies, is starting to go the way of the dodo. Today, busy customers want a way to get accurate, relevant, and complete answers to their questions, but they don’t want to wait on hold, get transferred or wait for callbacks.


A study by Forrester Research found that 53 percent of American adult respondents said they are likely to abandon their online purchase if they can’t find a quick answer to their question. In addition, 73 percent said that valuing their time is the most important thing a company can do to provide them with good online customer service. For both customers and employees, the answer, increasingly, is chat.

Chat offers many benefits to the customer, according to the Forrester study. Companies can quickly connect customers to an agent with the right skills to answer the question without them having to navigate an arduous interactive voice response (IVR), they can succinctly resolve questions in near-real time, and agents can leverage customer behavior on the website to move the conversation forward instead of rediscovering information that has already been communicated to the customer.

Sinch AB, a Swedish company that develops cloud communication platform, offers its customers  personalized messaging, number masking, video calling, voicemail, and other related services, and handles 145 billion engagements per year. The company recently announced a strategic partnership with Adobe to reimagine global marketing engagement with mobile users through one- and two-way campaigns across a broad array of chat messaging applications.

Leveraging the power and flexibility of Sinch’s underlying omnichannel Conversation API, Adobe Experience Cloud customers can now drive interaction over conversational messaging channels without leaving Adobe Journey Optimizer, a new application within Adobe Experience Cloud.

Adobe Journey Optimizer, natively built on Adobe Experience Platform, combines unified, real-time customer profile; journey orchestration; message authoring; centralized offer decisioning; and artificial intelligence (AI) and machine learning (ML) to enable brands to personalize the customer journey. Journey Optimizer will allow brands to intelligently determine the next best interaction with scale, speed, and flexibility.

“This furthers Sinch’s collaboration with Adobe and provides Adobe customers the ability to transform their mobile customer experiences,” said Vikram Khandpur, Sinch’s SVP, Product Partnerships and Integrations. “It’s gratifying to produce a solution that will help thousands of enterprises connect with billions of consumers.”


Edited by Luke Bellos


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