CPaaS with conversational AI: what makes Sinch stand out

Don’t you hate it when you contact a company and talk to a different person each time? When you have to re-explain your issue or question again and again? Wouldn’t life be easier if the company already understood who you were and what you needed, no matter whether you contacted them via text, WhatsApp, or Facebook?

Turns out, most people feel the same way. Customers prefer a continuous conversation even as they move across channels and different devices – but most companies aren’t offering that type of experience. You know that means? This is a unique opportunity for brands to deliver rich and meaningful conversational experiences.

The business case is strong. Using technology to maintain one consistent conversation across various customer channels, businesses have seen:

• 30-50% increased conversions,
• 20-80% cost reduction in customer care,
• 3X increase in NPS scores.

We’ve done our own research too – and a study commissioned by Sinch showed that improvement in customer satisfaction levels (57%) and an increase in the overall level of customer engagement interactions (52%) are the top areas impacted by conversational customer engagement investments.

Here at Sinch we’re all about helping businesses create exceptional conversation experiences – experiences that drive engagement and boost loyalty. So naturally, we’re excited about these numbers! And now, we believe we have further confirmation that we’re on to something.

The first-ever 2022 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms was just released, and we’re proud to say Sinch is included.

“With CPaaS, we make it possible for businesses to reach people anywhere, on virtually any channel,” said Oscar Werner, CEO of Sinch. “With applications like Chatlayer, we make it easy – with no tech resources needed — for them to automate their customer communication using AI chatbots and voicebots.”

What is the Gartner Magic Quadrant for Enterprise Conversational AI Platforms?

Alright, so what does this all mean?

In the first Magic Quadrant for Enterprise Conversational AI Platforms, Gartner evaluates vendors based on their Completeness of Vision and Ability to Execute. Basically, this Magic Quadrant helps businesses understand the market and find solutions that are the best fit for achieving their goals and for their organizational setup.

Let’s hand it over to Gartner:

“Gartner defines the enterprise conversational AI platform market as the market for software applications used to build, orchestrate and support the development of multiple use cases of conversational automation, while targeting multiple roles within the enterprise. Enterprise CAIP enables conversational automation as a strategic enterprise capability.”

Convinced? We sure are. Learn more about Conversational AI Platforms, and start transforming your customer experience!

Disclaimer: Gartner and Magic Quadrant are a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

1 Gartner, “Magic Quadrant for Enterprise Conversational AI Platforms,” Magnus Revang, Anthony Mullen, and Bern Elliot, Published 24 January 2022.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Sinch.