Unified customer experience management platform Sprinklr has integrated its CCaaS solution - Sprinklr Modern Care - with Amazon Connect.
Customers can now quickly add voice services with Amazon Connect to enhance their contact centre experience.
Meanwhile, Amazon Connect customers can leverage Sprinklr’s Unified-CXM platform to provide agents with a 360-degree view of interactions across different internal, digital, and social channels.
Doug Balut, Senior Vice President of Global Alliances at Sprinklr, said: “With Sprinklr and Amazon Connect, brands can better understand and optimize interactions with customers across any channel.”
“When a consumer expresses a sentiment about a brand on any channel – social media, messaging, in-app, live chat, email, etc. – Sprinklr captures that information for analysis and action by marketing teams.
“By integrating Sprinklr and Amazon Connect, customers can now link contact center operations to all of that customer experience data. The contact center becomes an integrated part of the complete marketing, social, e-commerce, and unified care operation. This integration opens nearly unlimited use cases for complete customer experience management.”
Also, the integration aims to help users reduce costs and service level agreements (SLAs) by allowing them to interact with customers via their preferred channel. Users can also harness automated communication using chat bots, voice bots, IVR deflection, and conversational AI.
Sprinklr only entered the CCaaS market in January, however, their solution supports more than 30 channels and seamlessly integrates with other cloud-based applications.
