What is Sprinklr Service?
Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables customer and agent experience across 30+ digital, social and voice channels, and delivers real-time insights.
- Enables customers to interact with a brand on their preferred channel for consistent brand experience.
- Empowers agents with unified/360 customer view and recommends the most relevant responses with AI to improve agent productivity and experience.
- Provides insights to supervisors to drive operational excellence
- Helps leaders uncover opportunities for growth through real- time contact center insights scalable across the enterprise.
Categories & Use Cases
Top Performing Features
Omnichannel inbound routing
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.6
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.5
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
Areas for Improvement
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 7.6
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7
