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Sprinklr

Available through IT Raven

  • Contact Center and CX

Sprinklr is a unified customer experience platform whose Service product runs an omnichannel contact center across voice, chat, social and messaging. Where many operations stitch together separate tools for voice, digital and social, Sprinklr's pitch is one platform for all customer-facing work, spanning service, social, marketing and insights, so channels and data are not siloed. Its Service product is a digital-first contact center as a service that unifies voice with digital channels such as web chat, SMS, email and WhatsApp, adds conversational AI bots to shift customers from phone menus to lower-cost digital self-service, and gives agents real-time assistance that analyzes conversations to surface the best next step. It runs on the company's AI engine built for large enterprises and covers a wide range of digital and social channels. For a large organization that wants service, social and marketing on one platform rather than many, Sprinklr is a unified option.

Best for

  • Large organizations that want customer service, social and marketing on a single unified platform.
  • Contact centers that need true omnichannel coverage across voice, chat, social and messaging.
  • Operations that want to move customers from phone menus to digital self-service with conversational AI.
  • Teams that want agent assist to analyze conversations and suggest the best next step in real time.

A small support team with a single channel and simple needs gets less from an enterprise-scale unified platform.

What they offer

Contact Center. Sprinklr Service, a digital-first contact center as a service that unifies voice with digital channels including web chat, SMS, email, WhatsApp and social, with self-service and digital communities to reduce agent caseloads, delivered on one platform alongside Sprinklr's social, marketing and insights products.

CX and Conversational AI. Conversational AI and bots that move customers from phone menus to digital channels, and agent assist that analyzes every conversation in real time to surface suggestions, predictions and warnings so agents resolve issues faster.

Good to know

  • Sprinklr's value grows with how much of the customer-facing stack you put on it. The biggest gains go to organizations consolidating several tools, not one channel.
  • It is built for large enterprises across many channels. Confirm the channels and scale match your operation.
  • Product names here are the company's own material.

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

    Add services and companies as you shop. No form stands between you and the shelf.

  2. 02

    We bring back real options

    A person shops the bench against your addresses, then walks you through what fits and what does not.

  3. 03

    We handle the order and install

    Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.

  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.