Sprinklr has achieved "remarkable business results" since moving into the CCaaS space, according to CEO Ragy Thomas.
The comment comes after Sprinklr revealed its Q2 earnings, reporting revenue growth of 20 percent year-over-year (YoY).
While some of this growth stems from new customer wins, much results from extending its business with existing customers.
Indeed, the vendor now boasts 115 customers with contracts worth over $1MN. That figure is up 28 percent YoY.
Sprinklr's move into CCaaS – which began a little over a year ago – helped facilitate this uptick.
Indeed, many contact centers already use its social suite. Recognizing this, the vendor has aimed to build on those relationships and serve more of their needs with Sprinklr Service: its CCaaS platform.
Now, that land and expand strategy already appears to be bearing fruit.
Sharing an example, Thomas stated during the earnings call:
A top five global technology company renewed and expanded their business to over $15 million in ARR (annual recurring revenue).
"Sprinklr Service is now a critical part of the deployment at this client, enabling guided workflows, knowledge bases for agents, customers, video chat, co-browsing, and AI-powered agent-assist capabilities like smart comprehension, pairing, and responses."
Another example is Sprinklr’s business with Americana Restaurants International, a corporation that manages 2,183 restaurants across the Middle East and Africa.
After initially partnering with Sprinklr to create a voice of the customer (VoC) strategy, Americana has deployed Sprinklr Service across 1,000 locations in ten countries, according to Thomas.
Yet, these are only two examples of many, and this early success has given Sprinklr confidence in its approach to CCaaS.
"We know that's the right strategy," continued Thomas. "Our hope and aspiration - as we publicly stated - is to become a pretty serious CCaaS player."
Legacy Augmentation Projects Support Sprinklr’s Strategy
Sprinklr already works with many enterprises to implement its Social, Insights, and/or Marketing platforms. These include the likes of Garmin, Mcdonald's, and Samsung.
As noted, the vendor leverages that customer base to partner with many large businesses on CCaaS.
In doing so, Sprinklr often encounters traditional vendors, like Avaya and Genesys, in the enterprise.