Sprinklr
Overview
Sprinklr’s Inbound Voice Solution is part of their Unified Customer Experience Management (Unified-CXM) platform. It integrates voice communication into a unified, omnichannel customer service environment, enabling businesses to deliver personalized and efficient customer experiences. By combining voice with digital channels like email, chat, social media, and messaging apps, Sprinklr allows organizations to manage all customer interactions in a single interface, improving agent productivity and enhancing customer satisfaction.
Key Features
Omnichannel Integration
Supports voice, email, chat, social media, and messaging apps within a single platform.
Unified Agent Desktop
Offers agents a consolidated view of all customer interactions, including voice calls and digital messages.
Intelligent Routing
Utilizes AI to route calls to the most appropriate agents based on skills, availability, and customer history.
AI and Automation
Implements chatbots and voice bots to handle routine inquiries, freeing up agents for more complex issues.
Speech Analytics
Analyzes voice interactions for sentiment, keywords, and trends to provide actionable insights.
CRM Integration
Seamlessly integrates with existing CRM systems like Salesforce and Microsoft Dynamics for a 360-degree view of the customer
Real-Time Monitoring
Provides supervisors with dashboards to monitor calls, agent performance, and key metrics in real-time.
Customizable Workflows
Allows customization of processes and interfaces to align with specific business requirements.
Security and Compliance
Ensures data protection and compliance with industry standards such as GDPR and HIPAA.
Recording and Quality Management
Offers call recording and quality management tools to monitor and improve service quality.
Benefits
Unified Customer Experience
Consolidates voice and digital channels for a seamless and consistent customer journey across all touchpoints.
Enhanced Agent Efficiency
Provides agents with a unified dashboard, reducing the need to switch between systems and improving response times.
AI-Powered Insights
Leverages artificial intelligence to offer real-time insights and suggestions, enhancing service quality and personalization.
Scalability
Easily scales to accommodate increasing call volumes and expanding business needs without compromising performance.
Improved Customer Satisfaction
Delivers personalized interactions through context-aware services, leading to higher customer satisfaction and loyalty.
Data-Driven Decision Making
Provides analytics and reporting tools to gain insights into customer behavior and agent performance