Contact Center Intelligence

75% of companies want more insight into improving CSAT scores. We deliver.

When contact centre metrics are scattered across multiple databases, your teams can’t easily access the insights they need to improve agent performance and enhance customer experiences. Sprinklr Service provides a single point of truth for conversational analytics – with AI-powered, real-time insights on agent quality scores, products, processes and performance.

Feature - Contact Center Intelligence - 75% of companies want more insight into improving CSAT scores. We deliver. (Updated)
Sprinklr is trusted by the world's biggest brands
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Reduce contact centre costs by up to 30%.

Sprinklr’s industry-leading AI engine analyses contact centre conversations to spot the top reasons why customers contact your brand, and highlights the biggest opportunities for eliminating unnecessary contact.

Improve operational efficiency by 40%.

Sprinklr Service’s Contact Centre Intelligence rates agent conversations by quality, compliance and performance using the most advanced AI engine built for the enterprise – giving managers business-critical insights that reveal where and how to improve.

Increase CSAT scores by more than 200% in less than a year.

Sprinklr Service analyses your performance to identify tactics and responses that drive positive brand sentiment – insights you can leverage to adjust processes and create better customer experiences with both your agents and automated bots.

Why is a single database for channel interactions important?

Many enterprise contact centres use point solutions to manage different channels. But that forces internal teams to manage multiple reports in multiple interfaces, stitch together artificial ‘omni-channel’ interfaces for agents and build patchwork dashboards for supervisors and business leaders. These siloed solutions ultimately create more chaos than clarity or collaboration.

In contrast, the industry’s only unified customer experience management (Unified-CXM) platform seamlessly integrates more than 30 digital channels on a single database. This brings data from all native channels together in one interface, without costly cross-system integrations. And with the industry’s most sophisticated AI engine, teams can streamline processes and deliver real-time insights that help agents create better customer experiences.

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Experience true omnichannel reporting with Sprinklr Contact Centre Intelligence.

Connect with our industry experts to discuss your goals and use cases.

Transform data from more than 30 digital channels into actionable contact centre insights.

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Leverage insights on why customers are contacting you to reduce your contact centre volume – and ensure overall improvement in your products and processes.

Monitor each agent’s performance and guide them to success.

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Give supervisors full visibility into the cases their agents handle – and reveal key insights (such as how many cases they handle, which channels were used and how the customers feel) to guide decisions on scheduling, coaching and engagement strategies.

Validate business value with fully integrated dashboards.

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Quantify the time savings gained from AI-powered agent tools, cases handled by conversational bots and cases handled within the community.

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How a unified contact centre solution helped AkzoNobel UK reduce response times by 80%.

Offering proactive support with a streamlined care centre.

AkzoNobel UK now provides social customer care for 6 different brands and 19 different accounts across 6 social channels – all from a single contact centre solution.

Increasing engagement by 172%.

By supporting customers along every step of their journey, AkzoNobel UK has seen a steep increase in interactions, positive sentiment and even earned reach.

Decreasing average response times by 80%.

Sprinklr cut their average response time from 5 hours and 42 minutes to 70 minutes – all in a single year, leading to improved sentiment and happier customers.

Get the Essential guide to AI for customer service.

  • Discover how AI-powered listening on the digital channels that your customers prefer can help you get a head start on customer care.

  • Find out how to power IVR deflection via AI-powered chatbots, reducing your call volume and live agent costs.

  • Identify ways to accelerate agent response time by detecting customer intent via AI – and use those insights to generate helpful data and winning responses.

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Trust Radius 2020 Top Rated Social Media Monitoring Tools

'With social, a bad customer experience can spread like wildfire. Sprinklr lets you put out social media fires before you get burnt.'

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G2 Top 50 Products for Customer Service

'The only way for your business to connect on social. Sprinklr has a simple interface. Love it!'

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Unify your contact centre to make your customers happier and empower your team.

Contact us for a customised demo of Sprinklr Service – and find out how it creates better customer experiences at every touchpoint.

  • Manage customer service across more than 30 digital and voice channels from one unified platform

  • Scale your capabilities while reducing costs with Conversational AI and self-service solutions

  • Reduce overall handle times and boost agent productivity using AI-driven insights and assistance

  • Optimise your operations with automated speech and text analytics

Request a demo of Sprinklr Service

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