Sprinklr Launches Voice Integration With Amazon Connect to Unify the Contact Center

Rhea-AI Summary

Sprinklr (NYSE: CXM) announces its integration with Amazon Connect to enhance contact center operations. This collaboration allows Sprinklr customers to incorporate voice services seamlessly, improving customer experiences across over 30 channels. The integration aids in cost reduction and streamlining customer support through AI-driven features like chatbots and voice bots. Customers will gain a comprehensive view of interactions, enabling better analysis and actions for marketing teams. This partnership aims to optimize customer experience management.

Positive

• Integration with Amazon Connect enhances customer experience across 30+ channels.
• Offers cost reduction and improved service level agreements (SLAs).
• Utilizes AI technologies such as chatbots and voice bots for customer support.

Negative

• None.

With Sprinklr Modern Care and Amazon Connect, brands can integrate contact center operations to create better customer experiences at every touchpoint on every channel.

NEW YORK--(BUSINESS WIRE)-- Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced an integration with Sprinklr Modern Care and Amazon Connect to unify the contact center.

Sprinklr and Amazon connect customers can both immediately benefit from the integration. Sprinklr customers can now quickly add voice services with Amazon Connect to improve their contact center experience. Amazon Connect customers can access a complete Unified-CXM platform from Sprinklr to give agents a seamless, 360-degree view of brand conversations across 30+ internal, digital, and social channels.

“With Sprinklr and Amazon Connect, brands can better understand and optimize interactions with customers across any channel,” said Doug Balut, Senior Vice President of Global Alliances at Sprinklr. “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.”

Integrating Sprinklr with Amazon Connect will also help reduce costs and service level agreements (SLAs) by supporting customers on the channel they prefer, while providing automated communication via chat bots, voice bots, Interactive Voice Response (IVR) deflection, and conversational AI. Customers can deploy Sprinklr with Amazon connect quickly and add channels incrementally as needed.

Sprinklr with Amazon Connect gives every agent 360-degree views of customers with full context from internal, voice, digital, and social data sources. For more information, visit: https://www.sprinklr.com.

About Sprinklr
Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

View source version on businesswire.com: https://www.businesswire.com/news/home/20220425005008/en/

Media

Austin DeArman

PR@sprinklr.com

Source: Sprinklr

FAQ

What is the purpose of Sprinklr's integration with Amazon Connect?

The integration enhances contact center operations by enabling better customer experiences across various channels.

How does the Sprinklr and Amazon Connect integration benefit customers?

Customers can unify their contact center services, reducing costs and improving service efficiency through AI features.

What channels are included in Sprinklr's service with Amazon Connect?

The service includes over 30 channels for customer interactions.

Is Sprinklr's integration with Amazon Connect available immediately?

Yes, both Sprinklr and Amazon Connect customers can immediately benefit from the integration.

How does the integration impact customer data analysis?

It provides agents a 360-degree view of customer interactions, improving analysis and actions for marketing teams.