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IVR software

45% of cases don’t require agents. Resolve them faster with Sprinklr IVR Deflection.

If you’re keeping customers waiting on hold, you’re missing a crucial opportunity to create a great service experience. IVR Deflection from Sprinklr Modern Care easily routes customers to seamless self-service support across more than 30 digital channels – giving you a cost-efficient way to make customers happier.

13%

of all phone contacts have shifted to modern channels.

Based on internal customer data

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Sprinklr is trusted by the world's biggest brands
Samsung
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Xiaomi
Starhub
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75% of customers don’t opt in for callbacks. The solution? More options.

Sprinklr Modern Care maximises your ROI by offering self-service options that transform large volumes of support queue calls into personalised experiences that help customers resolve issues on their own.

Reduce employee churn by more than 33%.

Free your agents from heavy caseloads – and answer customer requests faster – with IVR Deflection integrations that go beyond simple SMS to include AI chatbots, WhatsApp and the other messaging channels that your customers prefer.

Cut costs and save 2.6K agent workdays with unified self-service.

When you choose a unified platform with smart agent responses and AI-enhanced data, you give customers the flexibility to message your brand directly rather than waiting on hold – so your agents can concentrate on the most important cases.

Only 25% of customers request a callback. How can Modern Care and IVR Deflection software reduce call volume for good?

Customers expect instant responses to support enquiries. But when it comes to complex or time-sensitive issues, many of them need to speak to agents. That leads to long queues and waiting times. But what if customers could resolve complex issues immediately without ever escalating to a phone call?

Traditional IVR solutions are limited to detecting high-level intent and encouraging customers to wait for a callback. In contrast, the world’s only unified customer experience management (Unified-CXM) platform can route IVR-deflected calls to digital channels like WhatsApp, chatbots and SMS. From there, our industry-leading AI and self-service tools give customers the power to resolve issues on their own without clogging phone queues – which makes for happier customers and better ROI from your IVR software.

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Augment your IVR solution with Modern Care.

Discover how leading enterprises are reducing costs by switching to digital channels, including:

Identifying the best way to use IVR Deflection with digital routing

Identifying the best way to use IVR Deflection with digital routing

Using IVR effectively to balance agent availability and cost objectives

Using IVR effectively to balance agent availability and cost objectives

Estimating your potential ROI with Sprinklr

Estimating your potential ROI with Sprinklr

Increase customer satisfaction 5 times with modern channel support.

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Reach out and resolve enquiries or issues directly from the app that your customers prefer for contacting friends, family, businesses and the brands they care about.

Learn more

71% of customers prefer self-service. Make sure they get the right support.

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Reduce costs and make customers happier with digital self-service support for simple requests and enquiries, available whenever and wherever they need assistance.

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Reduce service costs by up to 20% per contact.

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Route enquiries to modern digital channels where customers can help themselves to resources, interact with virtual agents and find resolutions faster – without the help of a live agent.

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How a unified contact centre solution helped AkzoNobel UK reduce response times by 80%.

Offering proactive support with a streamlined care centre

AkzoNobel UK now provides social customer care for 6 different brands and 19 different accounts across 6 social channels – all from a single contact centre solution.

Increasing engagement by 172%

By supporting customers along every step of their journey, AkzoNobel UK has seen a steep increase in interactions, positive sentiment and even earned reach.

Decreasing average response times by 80%

Sprinklr cut their average response time from 5 hours 42 minutes to 70 minutes – all in a single year, leading to improved sentiment and happier customers.

Get the Essential Guide to AI for Customer Service.

  • Discover how AI-powered listening on the digital channels that your customers prefer can help you get a head start on customer care.

  • Find out how to power IVR deflection via AI-powered chatbots, reducing your call volume and live agent costs.

  • Identify ways to accelerate agent response time by detecting customer intent via AI – and use those insights to generate helpful data and winning responses.

The Essential Guide to AI for Customer Service eBook on tablet display
Trust Radius 2020 Top Rated Social Media Monitoring Tools

'With social media, a bad customer experience can spread like wildfire. Sprinklr lets you put out social media fires before you get burnt.'

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G2 Top 50 Products for Customer Service

'The only way for your business to connect on social media. Sprinklr has a simple interface. Love it!'

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Unify your contact centre to make your customers happier and empower your team.

Contact us for a custom demo of Sprinklr Modern Care — and learn how it creates better customer experiences at every touchpoint.

  • Manage customer service across 30+ digital and voice channels from one unified platform

  • Scale your capabilities while reducing costs with Conversational AI and self-service solutions

  • Reduce overall handle times and boost agent productivity using AI-driven insights and assistance 

  • Optimize your operations with automated speech and text analytics

Request a demo of Sprinklr Modern Care

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