Sprinklr Announces 120 New Customer Service and 25 New AI Innovations to Elevate Omnichannel Customer Service
Sprinklr (NYSE: CXM) has launched its winter release (v. 18.2) of the Unified-CXM platform, featuring over 650 new capabilities, including 120 CCaaS and 25 AI features. This update aims to enhance customer service efficiency across digital, social, and voice channels. Notable innovations include predictive intelligence for customer behavior analysis, AI-driven quality management, and integrated commerce solutions for platforms like WhatsApp. The partnership with HDFC Bank showcases significant improvements in customer interactions, unifying over 10 million digital interactions monthly and reducing customer handling times by 15%. This positions Sprinklr as a transformative leader in the CCaaS market.
- Introduction of over 650 new features in Unified-CXM platform.
- 120 new Customer Care as a Service (CCaaS) features enhance customer service capabilities.
- 25 new AI features improve operational efficiency.
- Partnership with HDFC Bank facilitates over 10 million interactions on digital channels per month.
- Reduction of average handling times by 15% and first response times by 50%.
- None.
Sprinklr Service helps its customers redefine service for digital consumers.
“For more than a year, we have been working with leading organizations around the world to disrupt the traditional enterprise CCaaS market and deliver new service strategies for digital-first enterprises,” said
Sprinklr Service is a comprehensive, AI-powered Contact Center as a Service (CCaaS) platform that enables agents to serve customers across digital, social and voice channels seamlessly, delivering quick resolution of customer queries at lower cost of operations. Highlights from the new innovations announced today and available to all
- Predictive intelligence analyzes customer data and identifies patterns that can predict future behavior, such as customer churn or likelihood to purchase. This can help businesses anticipate and take proactive measures to identify potential upsell and cross-sell opportunities or prevent customer churn.
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AI-powered quality management provides real-time insights on agent performance & compliance for all customer conversations on all channels. Agents can view reasons for each quality score delivered by AI with recommendations on how to improve. This ensures the opportunity for coaching and self-learning on
100% of conversations. -
Complete commerce solutions for
WhatsApp empowers seamless product purchases, interactions, and personalized recommendations and guidance onWhatsApp using chatbot. - Impact Analysis allows organizations to evaluate the impact of various factors on key strategic metrics such as CSAT & NPS.
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Top contact driver automatically analyzes content from
100% of customer voice interactions. It reveals insights around common issues as well as indirect feedback, such as when customers mention related topics or issues that may not have been explicitly requested or addressed. - Outbound voice allows contact centers to use AI-powered predictive dialers and conversational IVR to increase customer connection rates and reduce inbound calls, resulting in increased conversions and efficiency.
Last year,
Sprinklr’s digital-first approach, backed by a complete CCaaS offering and unified platform, gives customers the confidence to make significant changes to their customer care infrastructure.
With
- Replace 10+ point solutions with one unified platform.
- Support more than 10 million interactions on digital text-based channels and more than 15 million voice calls every month.
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Empower more than 12,000 contact center agents to work across live chat,
WhatsApp , social, SMS, email, and voice using a single console that integrates directly into CRM and back-end systems – eliminating the customer pain with "switching channels" to resolve issues, and agents feeling a need to "swivel chair" between siloed systems. -
Leverage
Sprinklr's industry-leading AI and automation to drive greater agent efficiency with the support of chat bots, voice bots, workforce management, and interactive voice recognition (IVR).HDFC Bank is now close to a70% resolution rate overall using automated tools. -
Reduce the average handling times by
15% across all channels and reduce first response times by50% .
“As arguably India’s number one bank, HDFC Bank’s vision is to unify the customer experience, going beyond traditional voice-based call centers to meet customers on the modern digital channels they use most -- not only to make customers happier, but to drive more effective and efficient customer service,” said Anjani Ratore, chief digital officer,
“Contact centers are the lifeblood of most organizations, but digital transformation in this space continues to be a slow journey, as evidenced by how many agents continue to be supported by legacy solutions," said
For more information on how
For more information on the more than 650 innovations - including 120 new CCaaS and 25 AI features – delivered in release 18.2 across Sprinklr’s four product suites, visit https://www.sprinklr.com/releases/18-2.
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