The article provides an overview of the capabilities and benefits of CTI within the Sprinklr platform. It highlights how CTI seamlessly integrates a company's telephone system with its core business applications, enhancing agent productivity and customer experience.

Unified Agent Desktop (Customer 360)

This feature allows business owners to have a comprehensive, 360-degree view of their customers by integrating all voice and non-voice channels with the CRM. This integration provides agents with a complete and unified view of customer information, enabling them to resolve issues more effectively and efficiently.

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Availability Status

Agents can update their availability status directly from the Sprinklr widget within Salesforce. By marking themselves as available, agents will receive notifications when inbound calls are assigned to them, ensuring they are promptly alerted to customer inquiries.

Customized After Call Work with Gen AI Case Summarization

After completing a call, agents can utilize the Sprinklr widget in Salesforce to perform necessary After Call Work. This includes filling out and submitting relevant details about the call, streamlining post-call processes. Additionally, Gen AI case summarization automates and enhances the quality of post-call reporting and agent handling, ensuring thorough and accurate documentation of customer interactions.

Outbound Calls

If agents need to follow up with customers or resolve queries, they can make outbound calls directly using the Sprinklr widget. CTI enables agents to initiate outbound calls by simply clicking on a phone number within the CRM system.

Additionally, CTI supports advanced calling capabilities, including progressive, predictive, and preview calls, further enhancing the efficiency and effectiveness of outbound call management.

Inbound Calls

Agents can receive inbound calls from IVRs configured within Sprinklr directly in the CRM through the Sprinklr CTI widget. When an inbound call is received, the widget pops open and alerts the agent to accept the call. This enables agents to assist customers through a unified agent desktop, providing a comprehensive 360-degree view of the customer for more effective and efficient service.

Screen-Pop

CTI integrates phone systems with customer relationship management (CRM) applications. When an agent answers an inbound call, the system matches the caller's contact information, such as phone number or email address, with the customer database. It then automatically presents the corresponding customer screen from the CRM application to the agent, allowing for immediate access to relevant customer information.

Configurable Call Logging as a Case

CRM cases can be created, linked, and monitored directly within Sprinklr. Care agents have immediate visibility into the progression and status changes of these cases, with the ability to make updates as needed. Additionally, agents can access call-related information such as call metrics, call recordings, and voice transcripts from the logged case in the CRM, ensuring comprehensive case management and documentation.

Smart Assist and Agent Assist

Powered by Sprinklr AI, Smart Assist and Agent Assist guide agents in providing optimal customer service. Agent Assist offers callback nudges to suggest scheduled callbacks, ensuring timely follow-ups. Smart Assist provides guided workflows by analyzing detailed case information, helping agents resolve issues more efficiently and effectively.

Agent Call Controls

Call Control provides agents with real-time call functionalities, enabling seamless interactions with customers. Agents can perform various actions such as mute, hold, add other agents to the call, and transfer the call to another queue. When an agent accepts an inbound call from the call popup or a customer accepts an outbound call made by the brand, the case overview screen opens with the live call control widget, facilitating efficient call management.

Sprinklr Voice Transcripts and Call Recordings

Call transcripts generated during calls are transferred to the CRM for logging and future reference. These transcripts, along with call recordings, can be accessed to assist customers in the future and to support quality management and training purposes.

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