INBOUND CONTACT CENTER SOFTWARE
Improve first call resolution by up to 50% with Sprinklr’s AI-native Inbound Contact Center
Unify all inbound customer conversations across 30+ voice, social and digital channels on a single AI-native platform. Deliver extraordinary experiences at scale by combining human empathy with AI efficiency — working seamlessly as one.
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Delight customers while optimizing costs
Engage customers on their preferred channels
Provide consistent support across 30+ channels, while retaining complete context in a single, context-rich thread — even as customers hop across channels.
Deflect smartly and scale easily
Leverage AI-powered workflows to redirect customers seamlessly from voice to social and digital channels. Manage higher case volumes effectively without expanding your teams.
Boost self-service containment across all channels
Deploy multilingual, omnichannel AI Agents to automate case resolution, and transfer unresolved cases to the best-suited agents while retaining full context.
Harness AI-powered routing capabilities to drive operational efficiencies
Leverage AI to find the ‘right’ agent
Pair your best agent for a specific case with the relevant customer using AI-powered pairing. Conversely, you can also use your traditional routing logic whenever required.
Reduce friction and provide quick resolution
Connect customers with agents who have case-specific context. Eliminate the need for customers to repeat themselves and help your agents resolve their queries and close tickets faster.
Enhance agent productivity
Manage agent capacities to handle cases across channels simultaneously without causing burnout. Monitor and improve your team’s overall efficiency and maintain SLAs.
Reduce agent workload by over 50% with a purpose-built unified agent desktop
Access all customer conversations and data on one screen
Empower agents to handle cross-channel cases effortlessly on a single screen. Provide access to a complete view of your customer profiles and historical conversations.
Empower agents with real-time GenAI support
Improve agent productivity with GenAI-powered assistance at their fingertips. Summarize cases instantly, get response suggestions, and automate routine tasks with Agent Copilot, so that your agents focus on building lasting customer relationships.
Elevate agent experience with a personalized desktop
Eliminate the need for agents to switch between tabs while resolving your customers' queries. Unify all capabilities into one highly customizable and modular screen with numerous powerful widgets.
Elevate agent performance with AI-powered actionable insights
Automate service quality evaluation
Use AI-powered quality scores to collect insights and identify areas of improvement for every single agent.
Gain broader as well as team-level insights
Evaluate how your teams achieve SLAs on the basis of region, team, product and resolution timeframe to identify the gaps in performance and indicators of success.
Gain intelligence from every interaction
Identify the shift in customer sentiment during every interaction. Use these insights to course-correct when required or simply learn from to improve performance.
Winning across the CCaaS landscape. Recognized by leading analysts.
Sprinklr named a Leader in The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024
Forrester Wave™
Sprinklr named a Strong Performer in The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025
Forrester Wave™
Sprinklr named a Strong Performer in The Forrester Wave™: Conversational AI For Customer Service, Q2 2024
Forrester Wave™
Sprinklr named a Leader in The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024
Forrester Wave™
Sprinklr named a Strong Performer in The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025
Forrester Wave™
Sprinklr named a Strong Performer in The Forrester Wave™: Conversational AI For Customer Service, Q2 2024
Forrester Wave™
Frequently asked questions
Inbound contact center software is a platform that manages incoming customer communications such as calls, emails, chats and social media messages. It routes messages to appropriate agents, offers tools for efficient issue resolution and maintains comprehensive customer data to help personalize support.
Inbound contact center software capabilities can be broadly categorized as:
- Interactive voice response (IVR): Guides callers through menu options and collects customer information
- Automatic call distribution (ACD): Routes calls to appropriate agents for quick resolution
- Omnichannel support: Manages tickets across voice, email, social and chat, and provides a consistent customer experience on all channels
- Unified agent console: Provides a centralized interface to manage interactions across channels
- Customer self-service: Offers FAQs, knowledge bases, chatbots and other automated solutions to empower customers
- Conversational analytics: Gives real-time insights on products, processes and people by examining customer interactions
- CRM integration: Integrates with customer databases to fetch caller information and history during interactions
- Quality management: Generates detailed reports on contact center performance, top contact drivers and customer satisfaction.
- Integration APIs: Connects with third-party tools for seamless data sharing and workflow management.
Inbound contact center software enhances customer service by unifying customer interactions on different channels. It ensures that customers are quickly connected to the right agent with the appropriate skills, which helps shorten the wait time. Real-time analytics and call recording help maintain quality, while self-service options and multichannel support cater to diverse customer preferences, leading to improved customer satisfaction.
Yes, robust inbound contact center software natively integrates with your existing tech stack including CRM, messaging apps, sales and marketing software. For e.g: Sprinklr Service integrates with 60 different solutions for knowledge base, CCaaS, voice support and CRM.
The top 3 business benefits of using inbound contact center software are:
- Enhanced customer experience that results in better customer satisfaction, loyalty and lifetime value.
- Operational efficiency leads to optimal resource allocation and improved agent performance.
- Data-driven insights into customer behavior and contact center performance to keep you ahead of trends and competitors.
A unified agent desktop, AI-powered agent assistance productivity tools, AI-powered routing and a purpose-built interface are non-negotiable when it comes to agent experience in an inbound contact center.
Ready to boost FCR without overloading agents or increasing costs? We can help.