UNIFIED OMNICHANNEL ROUTING

A unified omnichannel routing software is a customer service solution that redirects customer queries from multiple touchpoints to relevant agents, so that every customer gets the right response, from the right person, at the right time — no matter where they reach out from. 

This software uses AI and/or predefined rules to interpret intent and sentiment from conversations. It then applies prioritization logic to route queries from various channels to agents based on their skills, availability, and the customer's past conversation history. 

The best unified omnichannel routing software covers critical customer touchpoints, centralizes every conversation regardless of its origin, and has an AI-powered routing engine to assign cases for better, quicker resolutions at scale.  

Here are the key features to look out for in an enterprise-grade omnichannel routing software:  

1. Channel coverage, including data enrichment from CRM and CDP via no-code API connectors, to centralize conversations from social, voice, and digital touchpoints into one unified console
2. Real‑time intent and sentiment detection using AI across voice, chat, social, email, and messaging channels 
3. Custom escalation logic and drag-and-drop if‑then‑else workflows, with the option to use CSAT prediction thresholds for auto-routing 
4. Context retention across channels, so agents have access to the whole interaction history even when customers switch channels  
5. Skill‑based and capacity‑aware routing powered by AI that can match cases to the most proficient available agent 
6. Dynamic capacity management to adjust agent loads based on channel type, idle time, and utilization 
7. Supervisor console and quality management tools with built-in alerts to monitor case workflows, agent performance, and compliance in real time  
8. Enterprise-level reporting and analytics on case routing, channel trends, agent utilization, and customer sentiment. 

An omnichannel routing ensures a unified and seamless customer service experience irrespective of the channel even when they switch channels for the same query.

Omnichannel routing software consolidates all queries from various touchpoints, such as emails, social inbox, support tickets, and more, into a centralized console, making them available on a unified platform, ready for routing and resolution.

For agents, this unification boosts productivity as they don't have to switch tools or manually pick queries to resolve. The AI-native omnichannel routing automatically analyzes conversations at a large scale and routes them to agents based on context, required skills, capacity, and even the customer's previous interactions to deliver the best service possible.

Yes, omnichannel routing software ideally supports real-time prioritization and skill-based routing. For example, Sprinklr's Omnichannel Routing software is equipped with both these capabilities. 

• AI is used to detect customer sentiment, urgency, and intent in real time, helping your team prioritize high-impact conversations automatically. 
• Skill-based routing assigns the most qualified agent based on their expertise and capacity for each case. You can also use custom if-then-else logic flows to manage query assignment. 

Sprinklr’s Omnichannel Routing software offers real-time reporting and analytics. Here are some capabilities: 

1. Curated and custom reports – Access out-of-the-box reports on critical metrics such as SLAs, ticket analysis, team performance overview, CSAT, and call volume insights. 
2. Real-time insights and alerts - Live monitoring of case queues, response times, backlog trends, and CSAT triggers. Supervisors receive AI-driven alerts to flag performance issues.  
3. Smart agent pairing metrics - Smart Pairing scores agent proficiency against detected intents and service-quality KPIs. Reports surface intent patterns, agent expertise, and service quality trends over time. 
4. Performance and quality management - Contact Center Intelligence provides real-time analytics to monitor agent quality scores, compliance risks, coaching needs, and resolve bottlenecks. 
5. Distribution, export, and sharing options - Schedule exports (Excel/PDF), generate real-time shareable slide decks — both preset and custom — to keep stakeholders informed of team performance. 

Yes. Sprinklr's Unified Omnichannel Routing is specifically designed to optimize agent utilization and enhance SLA adherence. Here's how it achieves both:

Smart agent utilization is achieved through one or more of these routing logics:

• Skill‑based routing assigns interactions to agents based on their specific skills, historical performance, or current availability.
• AI-powered routing logic analyzes intent, sentiment, past handling history, and utilization levels to make intelligent routing decisions.
• Rule-based routing uses decision trees and if-then-else logic to route interactions based on customer prioritization and escalation workflows.
• Dynamic capacity management adjusts how much "capacity" a case consumes from an agent in real time and manages assignment based on available utilization.

SLA adherence:

• Sprinklr intelligently releases capacity allocated in inactive cases via dynamic resource allocation to free agents so that they can quickly engage with new or pending interactions.
• Supervisory dashboards and automated alerts for critical metrics like CSAT, response times, and backlog trends help teams proactively address potential SLA breaches.

Yes. Sprinklr's Omnichannel Routing supports 30+ service channels and features a Unified Routing engine, which processes and centralizes all interactions regardless of the channel.

After centralization, Sprinklr uses predefined logic (if any) and built-in AI to analyze sentiment, prioritize, and route the queries from various channels — social media, live chat, voice calls, messaging apps (WhatsApp, SMS), email, etc. — into a unified agent console, regardless of the conversation's origin.  

Yes. Sprinklr supports Bring Your Own Carrier (BYOC) and on-premises PBX integration by connecting legacy phone infrastructure, such as IP‑PBX, SIP trunks, and physical voice carriers, through a CPaaS provider layer.

Sprinklr’s Voice Infrastructure natively integrates with leading voice CPaaS providers, including Twilio, Ozonetel, Signalwire, and Amazon Connect.

For enterprises seeking to reduce their reliance on third-party CPaaS providers, VoiceConnect is an in-house contact center connectivity layer within the Sprinklr CCaaS solution, providing high-quality calling fully managed by Sprinklr.

Explore Sprinklr platform integrations to check if your existing tech stack is supported.

Sprinklr's Omnichannel Routing software, like the rest of its offerings, is built for seamless human-AI collaboration.  

It means that Sprinklr uses its native AI to automate omnichannel routing while also enabling human intervention, so that support never lose the personal touch customers crave. Here's how it works:  

• As a case arrives from any voice or digital channel, AI tags it with the relevant intent and sentiment.  
• Sprinklr retrieves the corresponding customer profiles and behavior data for context. 
• Smart Routing assigns the case to the best agent available, based on dynamic proficiency, scoring and capacity. 
• Meanwhile, prioritization workflows promote urgent or high-risk cases to senior agents and escalate accordingly. 
• Supervisors get AI-driven analytics and automated alerts to manage queues and performance proactively.