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UNIFIED OMNICHANNEL ROUTING

Improve resolution time by up to 30% using AI-powered omnichannel routing

Assign interactions across the board to the best-suited agents and ensure better, quicker resolutions with AI-powered omnichannel routing.
Increase first contact resolutions with omnichannel routing

Understand customers better to deliver highly relevant responses

Analyze data from multiple systems and platforms to truly understand your customers — and also their cases — using Sprinklr’s advanced AI engine.

Leverage no-code interface for quick API integrations 

Use easy-to-build API integrations to access real-time customer data from multiple sources — such as CRM, CDP and e-commerce platforms. Use this enriched data to improve agent assignment based on customer needs.

Leverage no-code interface for quick API integrations 

Infer underlying intent and sentiment using AI

Detect customer’s intent and sentiment across voice and digital conversations using Sprinklr AI — and understand their issues and needs better.

Infer underlying intent and sentiment using AI

Deploy prioritization logic using drag-and-drop builder

Set up complex if-then-else logic flows using a simple drag-and-drop builder, and create customized prioritization and escalation workflows. Also, use CSAT predictions as a variable to proactively escalate conversations and avoid potential crises.

Deploy prioritization logic using drag-and-drop builder

Assign cases to the best agent and enable better resolutions

Create omnichannel routing workflows that assign cases to the best-suited agents based on skills, capacity, historic utilization and more.

Route queries to the most proficient agents

Identify the required skills for an incoming query, and route it to the most qualified agent. Put assignment strategies like round robin and quota-based assignment, to identify the last engaged or least utilized agents.

Route queries to the most proficient agents

Ensure optimal capacity allocation for every agent

Assign capacity based on real workload instead of conversation count. Capacity utilization automatically changes based on channel type, customer idle time, response frequency and other performance-critical factors.

Ensure optimal capacity allocation for every agent

Identify the right agent for every conversation with AI

Move away from manual assignment and agent skill management. Instead, use Sprinklr AI to identify the best-suited agent for an incoming query based on their case handling history and performance on different issue types.

Identify the right agent for every conversation with AI

Simplify contact center operations and case management

Handle fluctuations in case volumes from any channel effortlessly by modifying agent capacity and utilization rate in real time.

Build and deploy a powerful routing logic across channels

Create an omnichannel routing logic to enable cross-channel case handling — and utilize your workforce efficiently without the need for channel-specific configurations.

Build and deploy a powerful routing logic across channels

Easily create and manage routing configuration with a user-friendly interface

Monitor logs, debug issues and make continuous improvements with a universal routing logic for distributed teams all from one platform — all without writing even a single line of code.

Intuitive UI

Get automated alerts related to specific queues and metrics

Monitor your support operations with a centralized dashboard. Use AI-generated alerts for critical metrics like CSAT, response time, backlog trend and more.

Get automated alerts related to specific queues and metrics

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