ENRUTAMIENTO OMNICANAL UNIFICADO
Mejore el tiempo de resolución hasta en un 30 % mediante el enrutamiento omnicanal basado en IA
Asigne interacciones a los agentes más adecuados y asegúrese de que las resoluciones sean mejores y más rápidas con el enrutamiento omnicanal basado en IA.
Comprenda mejor a sus clientes para ofrecerles respuestas más adecuadas
Utilice la interfaz sin código para integraciones rápidas de API
Use integraciones de API fáciles de crear para acceder a datos de clientes en tiempo real de varias fuentes: CRM, CDP y plataformas de comercio electrónico. Use los datos completos para una mejor asignación de los agentes según las necesidades del cliente.
Deduzca la intención y opinión subyacentes mediante la IA
Detecte la intención y la opinión del cliente en las conversaciones de voz y digitales mediante la IA de Sprinklr, y comprenda mejor sus problemas y necesidades.
Implemente la lógica de priorización mediante el creador de arrastrar y soltar
Prepare flujos complejos if-then-else con un sencillo creador de arrastrar y soltar, y cree flujos de priorización y escalado personalizados. Y use predicciones del CSAT como variable para escalar conversaciones proactivamente y evitar posibles crisis.
Asigne casos al mejor agente y mejore las resoluciones
Dirija las consultas a los agentes más competentes
Detecte las habilidades necesarias para la consulta entrante y diríjala al agente más apto. Use estrategias como la asignación por turnos y la basada en cuotas para identificar a los últimos agentes que han interactuado o aquellos con menor utilización.
Garantice una asignación óptima de la capacidad para cada agente
Asigne capacidad según el trabajo real en lugar del número de conversaciones. El uso de la capacidad cambia según el tipo de canal, la inactividad del cliente, la frecuencia de respuesta y otros factores críticos para el rendimiento.
Identifique al agente adecuado para cada conversación con la IA
Olvídese de la asignación manual y de la gestión de habilidades de los agentes. Use la IA de Sprinklr para identificar al mejor agente para una consulta entrante según su historial de gestión de casos y el rendimiento en distintos tipos de problemas.
Simplifique las operaciones del centro de contacto y la gestión de casos
Cree e implemente una potente lógica de enrutamiento en todos los canales
Cree una lógica de enrutamiento omnicanal para permitir la gestión de casos en todos los canales y utilice a su personal de forma eficiente sin necesidad de configuraciones específicas de canal.
Cree y gestione fácilmente la configuración de enrutamiento con una interfaz fácil de usar
Supervise los registros, depure los problemas y realice mejoras continuas con una lógica de enrutamiento universal para equipos distribuidos desde una única plataforma, todo ello sin escribir ni una sola línea de código.
Reciba alertas automatizadas relacionadas con colas y métricas específicas
Supervise sus operaciones de asistencia con un panel centralizado. Utilice alertas generadas por IA para métricas críticas como CSAT, tiempo de respuesta, tendencia de atrasos, entre otras.
Preguntas frecuentes
El software de enrutamiento omnicanal unificado es una tecnología avanzada que dirige a la perfección las interacciones con los clientes a través de varios canales, como el correo electrónico, el chat, las redes sociales y la voz, al agente más adecuado en función de factores como el conjunto de habilidades, la disponibilidad y el historial de los clientes. Esto asegura que los clientes reciban resoluciones rápidas, coherentes y personalizadas en los canales de su elección, a la vez que optimiza la asignación de recursos para el centro de contacto.
Here are the key features to look out for in an enterprise-grade omnichannel routing software:
- Channel coverage, including data enrichment from CRM and CDP via no-code API connectors, to centralize conversations from social, voice, and digital touchpoints into one unified console
- Real‑time intent and sentiment detection using AI across voice, chat, social, email, and messaging channels
- Custom escalation logic and drag-and-drop if‑then‑else workflows, with the option to use CSAT prediction thresholds for auto-routing
- Context retention across channels, so agents have access to the whole interaction history even when customers switch channels
- Skill‑based and capacity‑aware routing powered by AI that can match cases to the most proficient available agent
- Dynamic capacity management to adjust agent loads based on channel type, idle time, and utilization
- Supervisor console and quality management tools with built-in alerts to monitor case workflows, agent performance, and compliance in real time
- Enterprise-level reporting and analytics on case routing, channel trends, agent utilization, and customer sentiment.
An omnichannel routing ensures a unified and seamless customer service experience irrespective of the channel even when they switch channels for the same query.
Omnichannel routing software consolidates all queries from various touchpoints, such as emails, social inbox, support tickets, and more, into a centralized console, making them available on a unified platform, ready for routing and resolution.
For agents, this unification boosts productivity as they don't have to switch tools or manually pick queries to resolve. The AI-native omnichannel routing automatically analyzes conversations at a large scale and routes them to agents based on context, required skills, capacity, and even the customer's previous interactions to deliver the best service possible.
Yes, omnichannel routing software ideally supports real-time prioritization and skill-based routing. For example, Sprinklr's Omnichannel Routing software is equipped with both these capabilities.
- AI is used to detect customer sentiment, urgency, and intent in real time, helping your team prioritize high-impact conversations automatically.
- Skill-based routing assigns the most qualified agent based on their expertise and capacity for each case. You can also use custom if-then-else logic flows to manage query assignment.
Sprinklr’s Omnichannel Routing software offers real-time reporting and analytics. Here are some capabilities:
- Curated and custom reports – Access out-of-the-box reports on critical metrics such as SLAs, ticket analysis, team performance overview, CSAT, and call volume insights.
- Real-time insights and alerts - Live monitoring of case queues, response times, backlog trends, and CSAT triggers. Supervisors receive AI-driven alerts to flag performance issues.
- Smart agent pairing metrics - Smart Pairing scores agent proficiency against detected intents and service-quality KPIs. Reports surface intent patterns, agent expertise, and service quality trends over time.
- Performance and quality management - Contact Center Intelligence provides real-time analytics to monitor agent quality scores, compliance risks, coaching needs, and resolve bottlenecks.
- Distribution, export, and sharing options - Schedule exports (Excel/PDF), generate real-time shareable slide decks — both preset and custom — to keep stakeholders informed of team performance.
Yes. Sprinklr's Unified Omnichannel Routing is specifically designed to optimize agent utilization and enhance SLA adherence. Here's how it achieves both:
Smart agent utilization is achieved through one or more of these routing logics:
- Skill‑based routing assigns interactions to agents based on their specific skills, historical performance, or current availability.
- AI-powered routing logic analyzes intent, sentiment, past handling history, and utilization levels to make intelligent routing decisions.
- Rule-based routing uses decision trees and if-then-else logic to route interactions based on customer prioritization and escalation workflows.
- Dynamic capacity management adjusts how much "capacity" a case consumes from an agent in real time and manages assignment based on available utilization.
SLA adherence:
- Sprinklr intelligently releases capacity allocated in inactive cases via dynamic resource allocation to free agents so that they can quickly engage with new or pending interactions.
- Supervisory dashboards and automated alerts for critical metrics like CSAT, response times, and backlog trends help teams proactively address potential SLA breaches.
Yes. Sprinklr's Omnichannel Routing supports 30+ service channels and features a Unified Routing engine, which processes and centralizes all interactions regardless of the channel.
After centralization, Sprinklr uses predefined logic (if any) and built-in AI to analyze sentiment, prioritize, and route the queries from various channels — social media, live chat, voice calls, messaging apps (WhatsApp, SMS), email, etc. — into a unified agent console, regardless of the conversation's origin.
Yes. Sprinklr supports Bring Your Own Carrier (BYOC) and on-premises PBX integration by connecting legacy phone infrastructure, such as IP‑PBX, SIP trunks, and physical voice carriers, through a CPaaS provider layer.
Sprinklr’s Voice Infrastructure natively integrates with leading voice CPaaS providers, including Twilio, Ozonetel, Signalwire, and Amazon Connect.
For enterprises seeking to reduce their reliance on third-party CPaaS providers, VoiceConnect is an in-house contact center connectivity layer within the Sprinklr CCaaS solution, providing high-quality calling fully managed by Sprinklr.
Explore Sprinklr platform integrations to check if your existing tech stack is supported.
Sprinklr's Omnichannel Routing software, like the rest of its offerings, is built for seamless human-AI collaboration.
It means that Sprinklr uses its native AI to automate omnichannel routing while also enabling human intervention, so that support never lose the personal touch customers crave. Here's how it works:
- As a case arrives from any voice or digital channel, AI tags it with the relevant intent and sentiment.
- Sprinklr retrieves the corresponding customer profiles and behavior data for context.
- Smart Routing assigns the case to the best agent available, based on dynamic proficiency, scoring and capacity.
- Meanwhile, prioritization workflows promote urgent or high-risk cases to senior agents and escalate accordingly.
- Supervisors get AI-driven analytics and automated alerts to manage queues and performance proactively.