INBOUND CONTACT CENTER SOFTWARE
Improve first call resolution by up to 50% with a cloud-native voice platformModernize your inbound contact center with exceptional call quality and advanced AI-powered capabilities for voice from a single window using Sprinklr Unified CCaaS.
Strenghthen self-serve with AI-powered Conversational IVR
Connect customers at each touchpoint
Offer self-serve and enable effortless movement across journeys. Help your customers resume conversations from where they left off and maintain context at all times.
Personalize every interaction
Identify callers instantly using strong CRM and CTI integrations. Respond to customers quicker or accurately route them to your best-suited agent.
Deflect seamlessly for faster resolution
Redirect customers seamlessly from voice to digital and social channels. Use AI-driven insights to resolve queries on live chat and reduce inbound call volume significantly.
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 assistance powered by Sprinklr AI+
Equip your agents with generative AI-powered nudges to help them resolve customer queries faster. Auto-extract relevant solutions from knowledge base articles, save time with automated call disposition and more.
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.