Sprinklr ServiceQuality Management
Uncover actionable insights with Sprinklr’s AI-powered Quality ManagementEvaluate 100% of your customer conversations. Uncover real-time agent performance and compliance-related insights to deliver contextual, constructive feedback.
Identify opportunities to upskill your agents with AI insightsBetter understand when your agents are doing well and when you can offer targeted coaching tips — with full visibility into quality scores, compliance misses and key insights for each individual agent.
AI Scoring Parameters
Agent-wise Score Breakdown
Live Coaching Sessions
Rate agent performance with automated scoring
Score 100% of your daily conversations on 30+ quality and compliance parameters such as opening/closing quality, intro, active listening, empathy and more — with the power of Sprinklr AI.
Reduce operational costs with AI-assisted quality assuranceCombine the power of artificial intelligence and human oversight on Sprinklr’s AI-powered platform and upgrade your quality management process to meet specific business and team needs.
Eliminate guesswork in sampling with AI assistance
Sample cases based on desired AI-driven rules to never miss any red flags and give priority to the most important cases.
Customized Audit Forms
Customize audit forms per your unique needs
Tweak your manual evaluation forms as required to increase evaluation accuracy and at the same time adapt to any business need.
Calibration and Dispute
Improve evaluations with effective audit calibration
Calibrate your audits to align quality managers and empower your agents to dispute manual quality evaluations and reporting capabilities.
Evaluate conversations 5x faster with unified case analyticsSave time to focus on more meaningful work by bringing together AI-based scoring, real-time voice call transcripts, key moments’ timelines and more into a single, easy-to-scan window.
Accurate Speech Transcription
Get a 360° view of all customer conversations
View all important information about a conversation at a glance on Sprinklr’s simple and intuitive case analytics interface.