Sprinklr has released 145 new features and enhancements for its CCaaS platform: Sprinklr Service.
These include additional self-service options, AI-powered quality management (QM), and conversational analytics tools – to just skim the surface.
The sheer scale of the release underlines its ambitions in the contact center space, which has become crowded with a host of new players. These include Microsoft, Google, and Zoom.
However, Sprinklr already has an advantage, with a whole host of big-name brands already using its social suite – including Mcdonald's, Netflix, Samsung, and many others.
As such, it may attempt to expand its presence in several large enterprises.
With over 70 percent of contact centers yet to move to the cloud – according to 2023 Metrigy research - an exciting opportunity could await Sprinklr.
Yet, one concern prospective customers likely have is the infancy of its solution, being little more than 12 months old.
Nevertheless, the vendor has rebranded its CCaaS platform – formerly known as Sprinklr Modern Care – and is innovating rapidly.
Such speed is evident in its latest release wave, which features 145 CCaaS innovations. Here is a rundown of some of the most eye-catching.
The AI Highlights of Its CCaaS Release Wave
Many of the 145 innovations are AI-driven. First is its predictive analytics solution that harnesses conversational data to foresee future customer behaviors, such as likelihood to purchase or churn.
With this capability, Sprinklr hopes to allow businesses to increase customer value and retention.
The vendor also released intent and impact analysis tools. The latter allows contact centers to assess the drivers of critical CX metrics, including CSAT and NPS.
Next, Sprinklr unveiled an automated QM solution, which automatically evaluates all customer contacts, spotlighting opportunities for improvement and praise.
While some of its rivals serve up similar solutions, many contact centers still depend on WFO specialists for this.
Service operations also rely on such specialist vendors for AI-powered forecasting, scheduling, and adherence monitoring. Yet, Sprinklr has now moved into this arena too.
Perhaps this is no surprise, as Sprinklr earned a reputation for its AI prowess in its VoC applications, building sophisticated natural language models.
Moreover, it became the highest-ranking new entrant in the Gartner Magic Quadrant for conversational AI this year, achieving a “challenger” position.