Sprinklr Enters Contact Center as a Service Market to Unify Customer Care with New Voice Offering
January 20 2022 - 11:00AM
Business Wire
Helps eliminate the need to call with proactive
digital care and AI to solve problems before customers are forced
to make an actual call
Sprinklr (NYSE: CXM), the unified customer experience management
(Unified-CXM) platform for modern enterprises, today announced the
launch of Sprinklr Modern Care Voice. Built on Sprinklr’s
unified CXM platform, Modern Care Voice marks Sprinklr’s entry into
the Contact Center as a Service (CCaaS) market with a voice
offering informed by insights from modern channels, a radically
different solution to legacy call center technology.
“The contact center market is dominated by legacy voice-based
vendors that are incentivised to ignore a fundamental truth: your
customers do not want to call you,” said Sprinklr Chief Technology
Officer Pavitar Singh. “Sprinklr Modern Care Voice is built on this
understanding. We help eliminate the need to call using AI to solve
problems digitally before they impact your contact center. When
customers must contact a live agent, 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 built by design to support more than 30
digital channels. With Sprinklr, customer care teams have access to
AI and insights to help find the right balance between digital and
voice that serves customers’ best interests, reduces cost to serve,
and improves customer satisfaction scores (CSAT).
The world’s largest enterprises are looking to unify experiences
across customer-facing functions and teams – from Care to Marketing
– across their businesses and brands, and across markets globally,
all on modern channels. Sprinklr’s commitment is to help them do
just that.
“Our goal is to connect authentically with this new generation
of car buyers. This means we listen to the voices of people in the
world and proactively engage in relevant conversations. Having a
single workflow across channels — from social media to live chat,
chat bot, and voice — enables a true omnichannel contact center." -
Yoshiaki Inoue, Chief of Honda ON
During the pandemic, customer expectations evolved. While they
prefer modern digital channels, customers do want the ability to
reach out for a live interaction when needed and expect a seamless
experience from channel to channel. With the launch of voice,
Sprinklr Modern Care provides a single unified platform to care for
customers across any channel. Integrated AI analyzes digital and
voice conversations in real-time to give immediate views of CSAT,
quality, and performance.
“We have the opportunity to shake up the traditional customer
care market and partner with leading brands to develop the right
support and care strategies for modern business. 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,”
continued Singh.
Sprinklr Modern Care Voice is available now. For more
information visit: https://www.sprinklr.com/features/voice/
About Sprinklr
Sprinklr is a leading enterprise software company for all
customer-facing functions. With advanced AI, Sprinklr's unified
customer experience management (Unified-CXM) platform helps
companies deliver human experiences to every customer, every time,
across any modern channel. Headquartered in New York City with
employees around the world, Sprinklr works with more than 1,000 of
the world’s most valuable enterprises — global brands like
Microsoft, P&G, Samsung and more than 50% of the Fortune
100.
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Media & Press: Kelly Lang PR@sprinklr.com
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