Sprinklr ServiceOmnichannel Routing
Improve resolution time by 30% using smart Omni channel routingAssign Omnichannel interactions to the best-suited agents with AI-powered Unified Routing
Understand your customers betterUse AI and data from multiple integrated systems to understand your customer and the inquiry better.
Integrate APIs using a no-code interface
Use easy to build API integrations to access customer data from multiple sources, such as CRM, CDP, and e-commerce platforms, in real-time. This enriched data can help match customers with the right agent for their specific needs.
Find the best suited agentCreate omni-channel routing logic to assign customers to the best suited agents based on skills, capacity, historic utilisation, etc.
Skill based routing
Dynamic capacity management
AI powered routing
Route queries to the most qualified agents
Identify the required skills for an incoming query, and route to most qualified agent leveraging assignment strategies like round robin quota based, identifying last engaged or least utilized agents etc.
Make it operationally easyHandle fluctuations in case volumes from any channel seamlessly by increasing virtual agent capacity
Unified routing logic
Easy to use UI
Alerts & monitoring
Build the routing logic once and deploy across channels
Create an omni-channel routing logic to cross utilize agents across channels, increasing their utilization without creating channel specific configurations.