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CONTACT CENTER MODERNIZATION

Your CCaaS platform isn’t your carrier. That should be your choice

The best contact centers pair great software with a great carrier. Your CCaaS platform handles your agents, workflows, and analytics. Sinch handles your calls – routing 94% of US traffic directly on-net, backed by a 99.99% SLA. With bring your own carrier (BYOC), you choose who delivers the quality your contact center runs on.

You can also add AI-powered voice agents, bring your UCaaS numbers under the same carrier umbrella, and move from legacy TDM to SIP – all through one enterprise voice relationship. 

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Image pour Your CCaaS platform isn't your carrier. That should be your choice
Trusted by 200,000+ customers around the world

WHY SINCH

Three reasons enterprises choose Sinch for CCaaS migration

Sinch separates your carrier from your software. You get quality routing, you keep your numbers, and you stay free to change platforms whenever it makes sense.

Enterprise-grade routing

Routing 94% of US calls route directly on Sinch’s own network – 13,000+ rate centers covering 95% of the US population. Quality routing, not least-cost routing.

Number ownership, always

Your 800 numbers, local DIDs, and toll-free lines belong to your organization, not your CCaaS vendor. Port in, port out, and take them to any platform you choose.

AI-ready voice infrastructure

Sinch gives AI voice agents the lowest-latency carrier path available. Voice Relay adds speech-to-text, text-to-speech, voice activity detection, and barge-in.

BETTER ROUTING

Boost answer rates and call quality with on-net routing

Better routing starts at the carrier level. Sinch routes on its own network. The path is direct, consistent, and built for enterprise voice – not optimized for the lowest per-minute cost.

  • 94% of US calls originate and terminate on the Sinch network

  • 95% US population coverage

  • 13,000+ on-net rate centers

Image pour Boost answer rates and call quality with on-net routing

SINGLE PLATFORM

Own your numbers across every platform – CCaaS, UCaaS, and beyond

Most enterprises don’t run a single platform. One system handles internal collaboration. Another handles the contact center. A third comes in through an acquisition. And each one usually manages its own number inventory. 

With Sinch, your numbers live in one place. They’re registered to your organization and managed through Sinch regardless of which platform they route through. Change a platform, go through an acquisition, add a new system – your number estate stays put. 

  • One number estate across CCaaS and UCaaS platforms

  • Numbers survive mergers, platform migrations, and vendor changes

  • Dedicated local number portability (LNP) team for porting – not a general support queue

Image pour Own your numbers across every platform – CCaaS, UCaaS, and beyond

IRECT NETWORK PATH

Give AI agents the carrier foundation they need

AI voice is latency-sensitive. Every extra network hop between your caller and your AI system degrades the conversation. Most enterprises haven’t thought about what carrier path their AI agents use. They should.

Sinch gives AI voice agents a direct-connect network path. And with Voice Relay, you get a full AI voice platform – speech-to-text, text-to-speech, voice activity detection, and barge-in – built on top of it.

  • Direct-network carrier path – fewer hops for AI voice workloads

  • Voice Relay: STT, TTS, VAD, and barge-in

  • 600+ TTS voices, 50+ languages

Image pour Give AI agents the carrier foundation they need

TOP USE CASES 

Where Sinch powers mission-critical conversations

BYOC with existing CCaaS

Connect Sinch SIP trunks to Genesys, 3CX, and other BYOC-compatible platforms. Keep the platform, upgrade the carrier. It’s a SIP configuration change – not a platform migration.


AI contact center agents

Optimize your marketing or service campaigns for maximum call completion and quality. We help you reliably reach customers for time-sensitive notifications, supported by our scalable on-net voice network and accurate Answering Machine Detection (AMD).

High-volume campaigns

Sinch will optimize and monitor your campaign traffic for optimal call completion and reduced spam labeling.

M&A platform consolidation

Support tech refresh, BYOC, and global expansion with phone numbers in over 90 countries and the broadest local coverage in North America.

PLATFORM FEATURES

Everything you need to move, run, and scale voice

Centralized Reporting

Utilize centralized reporting to monitor important call metrics, ensure compliance, and troubleshoot issues once your traffic is live.

SIP Trunking

Leverage our highly interconnected voice network with Elastic SIP Trunking, engineered to ensure maximum call quality and reliability by avoiding multiple network hops.

Phone Numbers

Local numbers across over 90 countries – more geographies than any other North American provider.

Inbound Calling

Reliable inbound calling that connects customers to agents without quality compromises during CCaaS migration.

Outbound Calling

We optimize your outbound call campaigns for the highest completion rates and call quality, ensuring your messages are delivered with clarity.

e911

Emergency calling support to keep your contact center compliant and customers safe.

Messaging

SMS and RCS support omnichannel B2C communications alongside voice.

Toll-Free Numbers

Keep ownership of existing toll-free assets while moving to the cloud with BYOC flexibility.

Branded Calling & Spoof Protection

STIR/SHAKEN and advanced spoof protection reduce robocalls and reinforce caller trust.

FAQ 

Frequently asked about CCaaS migration with Sinch

Sinch operates a highly interconnected voice network and routes 94% of traffic directly on-net, backed by a 99.99% SLA, improving ASR and call quality without the complexity of multiple carriers.

Sinch supports Genesys Integration and other BYOC architectures, delivering telephony, network, and messaging while collaborating with your CCaaS provider to create a holistic modernization plan. 

Sinch offers usage-based or session pricing, turning capital expenses into predictable operating costs and aligning spend with actual call volumes.

Sinch delivers a 99.99% SLA to keep your modern cloud contact center resilient and ready for critical customer interactions.