Here’s the best-kept secret in cloud contact center technology: it has become largely commoditized.
Of course, some can offer a better voice platform, data strategy, and integration portfolio than others. Still, since the dawn of cloud-native solutions, the scope for differentiation has narrowed.
As this trend accelerates, hyperscalers – including AWS, Google, and Microsoft – have crowded the space, sensing an opportunity.
Meanwhile, tech providers in adjacent markets – such as CRM, UCaaS, and even CPaaS – have thrown their hats into the ring.
However, few of the newer names to the marketplace have fared as well as Sprinklr.
After it swept into the CCaaS space in 2022, Sprinklr soon picked up major clients, including BT, Deutsche Telekom, and EE. Meanwhile, it raced into the Forrester Wave for CCaaS, outranking many industry stalwarts.
The report isolates Sprinklr’s chief advantage: its CCaaS solution sits on a broader platform.
The Platform Advantage
Sprinklr didn’t suddenly pivot into the CCaaS market when it entered three years ago. According to Amitabh Misra, Chief Technology Officer at Sprinklr, the move was part of a longer-term shift set out 15 years ago, when the company first aspired to build the world’s best Unified CXM (Customer Experience Management) platform.
That platform also comprises social media management, voice of the customer (VoC), and conversational AI solutions that encapsulate its CXM vision.
By cross-pollinating its platforms, Sprinklr leverages its broader platform to develop unique innovations, beyond what many pure-play CCaaS vendors can provide.
That differentiator accelerated Sprinklr’s CCaaS mission, per Misra. “Customers were asking for AI capabilities and unified solutions rather than stitched-together point products,” he said.
“Because our platform already combined all these capabilities — voice, digital, AI, and cloud — we could offer something unique: a 360° view of the customer across all channels, well ahead of traditional CCaaS players.”
As service teams go further to share insights and align strategies with adjacent departments, that deeper customer view and broader product functionality set Sprinklr apart.
A Deeper Dive Into Sprinklr’s Strategy
Sprinklr’s VoC solution allows CX leaders to interact with their feedback. It pools insights and lets CX leaders ask questions such as: “How is my brand sentiment trending globally?” Or: “What are my customers currently most happy/upset with?” It then provides instant, contextual answers.
Such a capability could transform contact center reporting. Imagine not only viewing static outputs, but being able to question that data, unpacking what’s driving numbers up and down, before making more contextual, targeted actions to improve key goals. That’s the future, and Sprinklr is building it.
Also, consider Sprinklr’s conversational AI arm. Its team is switching much of its attention to the CCaaS marker, building AI agents that can independently handle tasks like transferring calls, taking inbound or outbound calls, and managing multi-step interactions.
Additionally, they’re plotting out the future of hybrid human-AI contact center teams. Misra stated:
“For example, when an AI agent struggles with a task, it can escalate to a human agent. Supervisors can also monitor how both AI and humans interact in real time, improving guardrails and learning loops.”
“These systems will also be self-learning, constantly improving through feedback and supervision,” Misra concluded.
With Sprinklr, the only vendor to feature in both the latest CCaaS and conversational AI Forrester Wave reports, it’s pulling these two realms together in exciting new ways.
Yet, the provider isn’t only paving the future of contact center automation and reporting. It’s also rethinking the conventional CCaaS architecture.
It’s Not All About Voice Anymore
Most customer service solutions center in on a core voice platform and routing engine. Everything is built around that. Fitting workflows around the core is an afterthought.
However, thanks to SaaS tech, ecosystems, partnership programs, and APIs, brands can plot out their ideal service experiences and key workflows before pulling in key operational systems, like voice.
Sprinklr’s approach seizes this opportunity. It recognizes that voice remains essential. However, its Voice Connect solution is composable and reimagined for the modern AI era.
As such, contact center teams can design their ideal journeys and mould the platform around it. That’s a significant step forward in an era where ACD systems are no longer the foundational contact center tech purchase.
More from Sprinklr
At its recent CX Unifiers event, Sprinklr made several more moves to unite the world’s contact centers, voice of the customer, and conversational AI.
For more on its latest innovations and CCaaS vision, visit: sprinklr.com
