From blueprint to breakthrough: How we’re engineering the future of communication

The buzz around Artificial Intelligence is impossible to ignore. But at Sinch, we believe in moving beyond the hype and focusing on practical AI that delivers real-world results. We believe that true innovation isn’t about chasing trends; it’s about pioneering practical, powerful solutions that solve real-world challenges. It’s about transforming the very foundation of how businesses and customers connect.

That focus matters now more than ever. Businesses are under pressure to modernize, but complexity, cost, and compliance often stand in the way. We’re building solutions that work within your existing systems to help you move faster, reduce friction, and unlock real value from day one. This philosophy is the driving force behind our latest product showcase. We’re not just releasing features; we’re introducing the next chapter in enterprise communication, where AI moves from a visionary concept to a tangible, everyday tool.

Our strategy is built on a clear vision: To be the trusted backbone for enterprise AI-driven customer communications. This vision rests on four foundational pillars that guide every product we build and every problem we solve.

Enterprise AI demands a robust, global, and secure foundation. We provide the underlying power for billions of messages, emails and calls, ensuring the reliability global brands depend on. And we push for constant innovation by upgrading the core channels you use every day.

What does that look like in action? Take our global Voice API as an example. It’s built to integrate with the latest generation of advanced speech-to-speech models, including OpenAI’s Realtime API. By leveraging our carrier-grade network, developers can deploy incredibly fluid and human-like voice agents that scale instantly and handle the most complex interactions.

Data is meaningless without insight. With trillions of interactions passing through our platform, we have a dynamic, living understanding of global communications. Our forward-looking approach focuses on turning this data into intelligence that you can action on.

Features like Intelligent Conversation Summarization in Contact Pro do more than just save time: They transform raw conversations into structured, consistent data that feeds back into your business. Our real-time, two-way message translation breaks down language barriers, unlocks global markets, and creates a universally accessible customer experience.

AI has unleashed a thousand possibilities for brands, but without orchestration, those possibilities risk creating fragmented, frustrating customer experiences.

The true power of AI is unlocked when it can seamlessly coordinate agents, platforms, and workflows. We are building the universal translators for the AI era. Our open-source MCP (Model Context Protocol) servers for Mailgun, Mailjet, and Sinch Engage are a perfect example. Our goal? To democratize access to powerful analytics and make automation more intuitive than ever before, allowing teams to query data and even launch campaigns using simple, natural language.

At Sinch, we know innovation doesn’t happen in a vacuum. We co-create with the best in the world, embedding our technology directly into the platforms your teams already use.

Our integrations with partners like Salesforce, NetSuite, and HubSpot are more than just connections; they are force multipliers. We are bringing AI-powered messaging into existing Agentforce and automation workflows so businesses can accelerate their AI transformation and deliver hyper-personalized experiences without having to build from scratch.

At Sinch, we aren’t just adding AI as a layer; we are fundamentally reimagining what communication channels can do, how teams can work, and how businesses can grow. So, what does this look like in the real world?

Here are some concrete product innovations we’ve released in the past months:

• Dynamic carousels on WhatsApp: Turn a static message into an immersive, app-like experience that also doubles as a powerful source of first-party behavioral data to train your machine learning models.

• New AI tools in Contact Pro: Service agents can now support customers in any language, not through clunky translation tools, but through a seamless, real-time conversation that feels natural and effortless.

• New integrations to bring AI-powered messaging into Salesforce Agentforce: Re-engage cold B2B sales deals on Salesforce with context-aware messages that land just when they need to. Or retarget customers with real-time insights, directly on Hubspot.

This is where innovation drives invention.  We are moving beyond the hype and building practical AI-powered solutions that deliver real results for your business.

Want to see more? Watch our full H2 product release showcase to see the future of communication in action.

The shift in how businesses and customers interact is one of the most significant in decades, and we are proud to be at the forefront of it. Our roadmap is focused on making AI even more accessible, powerful, and secure – from AI-powered development tools that help you build faster, to predictive deliverability and hyper-personalization that makes every message count.

We invite you to see for yourself how we’re making AI practical and ready to deploy today. Check out our product page to learn more!

Author: Beatriz Redondo Tejedor Bea is the Director of Content Marketing at Sinch. Formerly a language teacher, she has over a decade of experience building global and multilingual communications and content marketing strategies.