CONTACT CENTER PLATFORM

Contact center software is a platform that helps manage customer service interactions across multiple channels, including voice, chat, email, and social media — all in one place.

Modern contact center solutions focus on human-AI collaboration to automate routine tasks, personalize experiences, and boost agent efficiency, transforming contact centers from cost centers into profit centers.

Here are some features of an AI-native contact center software:

• Channel-less service to ensure seamless conversations, even as customers switch from Instagram to email
• Self-serve enablers (knowledge bases, chatbots) to reduce service costs and eliminate long customer queues
• Agent assist to automate workflows, reduce agent load for mundane tasks, and improve productivity
• Data analytics to gain insights from customer interactions and social media to enhance product capabilities, boost efficiency, and improve CX

A global business should consider adopting contact center software when it:

• Needs to scale up for high interaction volumes across multiple regions, time zones, or languages 
• Plans to offer omnichannel support (voice, chat, email, social, SMS) to engage customers on their preferred channels
• Seeks AI-powered insights to boost agent productivity and consistency
• Needs unified case management and SLA orchestration for complex, cross-border issues
• Wants real-time visibility into performance metrics and journeys to drive data-led decisions

For example, Heineken Brazil unifies all inbound interactions across Facebook, Instagram, X (Twitter), WhatsApp, email, and voice into a single inbox. As a result, the brand:

• Auto-filters 5,000+ messages, flagging only 500 for agents
• Handles 78% of cases without agent intervention using AI
• Reduced agent workload by 69%
• Dropped SLAs by 75%

Yes, you can customize AI-native contact center platforms for: 

• Role-based dashboards and workflows — so your support, sales, and escalation teams see tailored interfaces and KPIs.
• Omnichannel skill-based and priority-based routing — which directs interactions on chats, social messages, emails, and calls to agents with the right expertise.
• Customizable automation and AI models — which allow each team member to tweak chatbots, sentiment rules, and SLAs.
• Extensive integrations and reporting — so your teams connect to their specific CRM modules and obtain detailed analytics.

Here are some points to remember while choosing a cloud contact center:

• Start by evaluating what your contact center needs to fix (long handle times, low first-call resolution, poor integration) and what it needs to support (voice, email, chat, social, and emerging channels).
• Consider scale: current vs. projected volumes, agent needs, and seasonal spikes. Ensure the platform can grow with your needs.
• Check compatibility with existing tools (CRM, ERP, helpdesk). Prioritize integrations via APIs or pre-built connectors and test performance under load. Look for robust SLAs, geographic redundancy, and disaster recovery.
• Compare vendors. Use a feature matrix, explore case studies and test demos.
• Finally, review support quality, pricing (including hidden costs), and side-by-side comparisons to lock in on a solution.

Sprinklr Service is an AI-native contact center solution designed to deliver exceptional customer experiences across 30+ voice, social and digital channels from a unified platform.

Unlike modular, plugin-based, or third-party-integrated AI, Sprinklr’s contact center platform has AI built right into the foundation. This allows it to understand, analyze, and respond to conversations across all channels — from X and Instagram to email, chat, and voice — in real time.

The result? A truly unified, seamless brand experience across channels for your customers, and a unified view of customer interactions for your agents.

Now, no matter how customers move between touchpoints, your team can see every conversation and stay in sync, helping them respond and resolve faster, and with more context.

Here’s how Sprinklr Service uses AI to improve both customer and agent experiences:

• NLP and sentiment analysis with Sprinklr AI helps understand customer conversations, identifying churn risk or satisfaction trends.
• AI Agents handle common queries, fetch data from knowledge bases, and escalate complex issues, reducing agent workload and wait times.
• Smarter, AI-powered routing matches each interaction to the best-suited agent, boosting efficiency.
• During conversations, Agent Copilot — powered by Sprinklr AI — suggests responses, pulls relevant articles, auto-summarizes conversations, and completes post-call procedures, cutting AHT and reducing agent fatigue.
• Sprinklr AI scores 100% of your team’s interactions, ensures compliance and enables real-time coaching for continuous improvement.

Sprinklr Service, as an AI-native CCaaS (Contact Center as a Service) platform, helps enterprises simplify operations and elevate customer service.

With Sprinklr, you can:

• Eliminate fragmented tools: Replace siloed point solutions with one unified platform that handles voice, chat, social, email, and more — all in one place. 
• Boost agent productivity: Sprinklr AI automates repetitive tasks, assists agents in real time, and provides insights to improve efficiency and reduce handle time. 
• Scale service operations: As a cloud-based solution, Sprinklr Service offers enterprise-grade security, reliability, and flexibility to grow with your business. 
• Lower costs: Streamline your tech stack to reduce operational overhead, improve first-contact resolution, and boost customer satisfaction. 
• Deliver seamless customer experiences: Give customers consistent, context-rich support across every channel — without making them repeat themselves.

Unlike most platforms that offer AI as isolated add-ons, Sprinklr Service is built on a unified, AI-native architecture. This AI works across 30+ channels — digital and voice — enabling seamless automation, real-time insights, and consistent support in one platform.

But what truly sets Sprinklr apart is its foundation: the Unified-CXM platform. It connects all customer touchpoints and service tools in a single system, eliminating silos and third-party dependencies.

Most other CCaaS providers require multiple tools to achieve similar outcomes, which increases complexity and reduces efficiency. Sprinklr offers a more scalable, streamlined, and integrated solution for enterprise-grade customer service.

For a detailed, feature-wise comparison of Sprinklr Service with other CCaaS solutions in the market, check out these resources.

Sprinklr Service integrates with a host of other contact center solutions and tools in the market. Here are some of the notable ones:

1. CRM and ticketing systems: Salesforce Service Cloud, Salesforce CRM, Zendesk Support, Freshdesk, Dynamics 365, Jira

2. E‑commerce and billing platforms: Magento, Stripe

3. Voice and messaging platforms: Twilio, Ozonetel, CloudTalk

4. Collaboration and workflow tools: Slack, ServiceNow

You can also build custom integrations or apps. Sprinklr’s Marketplace offers many more connectors (e.g., Oracle, SAP Ariba, SAP Service Cloud) along with a robust API layer.

To access the full and detailed list of integrations, visit the Sprinklr platform integration page.