Future-proof your contact center
1 in 3 customers leave after a poor experience, never to return. The room for error in customer service is shrinking and brands are scrambling to keep up with customer expectations.
Find out how you can outsmart adversity in an ever-changing world. Learn how you can build agile, customer-centric technology frameworks that will make you future-proof in a world that’s constantly changing.
Know the contact center trends and opportunities for 2023.
Future-proof CX with Unified-CCaaS
With the right contact center technology, you can provide the support your customers expect and create memorable (and almost unbeatable) experiences. Leverage the power of AI to empower agents to ensure first contact resolution every time and convert your contact center from cost center to intelligence center with real-time insights and patterns on CX.
Eliminate contact center silos
Listen, understand, and act on your customer’s needs on one platform — with voice, conversational AI and bots, speech analytics, workforce management, live chat, social care, and more.
Reduce service costs by 50%
Move conversations from IVR to lower-cost digital channels. With AI-powered agent assist and customer 360-degree view, reduce 20% of AHT and increase agent calls/day by 20-25%.
Increase customer retention
Stay on top of customer satisfaction by proactively connecting dissatisfied customers with the most suitable agents. Build a customizable forum where customers can connect, share feedback, and resolve queries.
Drive contact-center insights
Turn customer interactions into a real-time intelligence engine for the organization- improve sales conversions, identify up-sell/cross-sell opportunities, drive product innovations and service offerings.
Deploy quality management
Reduce costs by upto 30% with AI-powered Quality Automation. Gain real-time actionable insights on 100% conversations to optimize agent performance, streamline quality assurance processes, and drive revenue growth.
Automate your workflows
Migrate to the cloud at zero cost and create customizable workflows to seamlessly manage cases and engage customers on 30+ channels.
Be future-ready with Sprinklr.
76% of consumers get frustrated with businesses that do not offer personalized experiences. Leverage Sprinklr’s AI-powered insights to uncover the reasons for customer inquiries and resolve recurring issues at scale using canned responses.
The Sprinklr Advantage
One single platform that unifies Research, Engagement, Care, and Marketing and Advertising.
Only limited offering on Care.
Limited regional channel coverage.
24 social and 8 messaging channels with chat, email, and voice.
Only email, voice, chat, SMS, WhatsApp, Line, X, formerly Twitter DM, and Facebook Messenger.
Only voice, email, live chat, video, and key social messaging channels.
Personalized care console for different user groups with extended custom fields.
No UI customization and limited data displayed to assist agents.
Access to major channel through the agent desktop with limited custom fields.
Native Digital Deflection
Frictionless deflection from voice to digital channels.
No native offering — requires third-party tools.
No native deflection with limited self-service options for non-voice channels.
Knowledge Base articles, guided workflows, and AI-suggested similar cases.
No native offering — requires third-party tools.
Lacks comprehensive guided paths & virtual assistant.
Real-time transcription with intent, tone, and sentiment analysis, and notify supervisors to join calls.
Call recording and agent coaching without CSAT prediction and audit capabilities.
Multilingual vertical-based AI that listens, understands, and categorizes messages.
Native AI features with limited capabilities.
Extensive reporting across all channels, dashboards, listening, and more.
Limited reporting capabilities.
Lacks live presentations, display and omnichannel survey reporting.
Ability to import data into the Sprinklr platform.
Inability to import data without CRM integration.
Limited data import options and customizable widgets.
CCW Digital: How brands can future-proof contact centers in a possible economic downturn
Only 15% of consumers feel that brands are personalizing interactions, and only 33% think that the agents they speak with know or care about their issues.
3 pillars to future-proof your contact center in 2023
The global economy is reeling due to uncertainty. Terms like ‘recession’ and ‘layoffs’ are getting bigger and bolder owing to rising inflation, increase in Federal interest rates and the long-drawn geopolitical turmoil.
The Contact Center As A Service Landscape, Q4 2022
You can use contact center as a service (CCaaS) solutions to provide the best possible customer service experience; provide tools and capabilities to maximize agent efficiency; and deliver capabilities for reporting.