Sprinklr Enters Contact Center as a Service Marketplace to Unify Customer Service with New Voice Offering

NEW YORK–(BUSINESS WIRE)–Water (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced the launch of Sprinklr’s Voice of Modern Care. Built on Sprinklr’s unified CXM platform, Modern Care Voice marks Sprinklr’s entry into the contact center as a service (CCaaS) market with an information-informed voice offering from modern channels, a radically different solution traditional call center technology.

“The contact center market is dominated by legacy voice providers who have an incentive to ignore a fundamental truth: your customers don’t want to call you,” said Pavitar Singh, Chief Technology Officer at Sprinklr. “Sprinklr Modern Care Voice is built on this understanding. We’re helping to eliminate the need to call by using AI to resolve issues digitally before they impact your contact center. When customers need to contact an agent in live, Sprinklr Voice helps deliver the best possible experience for faster, less expensive results.

Sprinklr Modern Care Voice is a complete CCaaS solution and includes everything needed for a modern contact center, including Automatic Call Distribution (ACD), Conversational IVR, Speech Analytics, Automated Quality Management and workforce management.

Sprinklr is the only unified modern care solution that is digitally native and designed to support 30+ digital channels. With Sprinklr, customer service teams have access to AI and insights to help find the right balance between digital and voice that best serves customers’ interests, lowers service costs, and improves customer service scores. customer satisfaction (CSAT).

The world’s leading companies are looking to unify experiences across customer-facing functions and teams – from Care to Marketing – across their businesses and brands, and in markets around the world, all on modern channels. . Sprinklr’s commitment is to help them do just that.

“Our goal is to authentically connect with this new generation of car buyers. This means we listen to the voices of people around the world and proactively engage in relevant conversations. Having a single workflow across all channels – from social media to live chat, chat bot and voice – enables a true omnichannel contact center.” – Yoshiaki Inoue, Head of Honda ON

During the pandemic, customer expectations have evolved. Although they prefer modern digital channels, customers want the ability to contact live interaction when needed and expect a seamless experience across channels. With the launch of the voice, Sprinklr Modern Care provides a single unified platform to care for customers across any channel. Built-in AI analyzes digital and voice conversations in real time to give an immediate view of CSAT, quality and performance.

“We have the opportunity to disrupt the traditional customer service market and partner with leading brands to develop the right support and assistance strategies for modern businesses. Sprinklr helps brands unlock contact center conversation data and use it to deliver meaningful use cases for marketing, sales, and service. This is a huge opportunity for Sprinklr and our customers,” Singh continued.

Sprinklr Modern Care Voice is available now. For more information visit: https://www.sprinklr.com/features/voice/

About Sprinkler

Water is a leading provider of enterprise software for all customer-facing functions. Using advanced AI, Sprinklr’s Unified Customer Experience Management (Unified-CXM) platform helps businesses deliver human experiences to every customer, every time, across any modern channel. Based in New York and with employees around the world, Sprinklr works with over 1,000 of the world’s most valuable companies – global brands like Microsoft, P&G, Samsung and over 50% of the Fortune 100.