Sprinklr Celebrates 11 Seven-Figure CCaaS Wins

The vendor is one of many prominent enterprise tech providers making ground in the CCaaS space

Sprinklr Celebrates 11 Seven-Figure CCaaS Wins
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Published: April 3, 2023

Charlie Mitchell

Sprinklr has lifted the lid on its CCaaS growth after a promising first year in the market.

In that time, it secured 11 deals worth over $1MN for its Sprinklr Service platform, formerly known as “Modern Care”.

Now, Sprinklr seems to be building on that momentum. Indeed, CCaaS now drives 40 percent of its bookings – up from one-third last quarter.

Moreover, Ragy Thomas, Founder, Chairman, and CEO at Sprinkr, revealed during an earnings call:

Sprinklr supports 75,000 call center agents with 30 new deployments happening with large brands around the world as we speak.

There is seemingly lots of room for growth too, with Sprinklr’s social suite implemented in many global businesses. As such, a land and expand strategy could work well.

Also, with many brands signing three-year CCaaS contracts at the beginning of the pandemic, there is likely lots more business for Sprinklr to compete for in the coming months.

Yet, as a relatively new entrant, Sprinklr must build its presence in a crowded market and push its innovation forward to rival brands at the top end of the market.

Unveiling 145 new CCaaS features and enhancements during its latest release wave is a clear sign of its intent to do.

More On Sprinklr’s Big Wins

Thomas delved deeper into a couple of Sprinklr’s seven-figure CCaaS wins.

The first deal was with HDFC, one of the world’s largest banks. Deploying Sprinklr Service, HDFC replaced over ten point solutions and onboarded over 10,000 agents.

These agents will engage with customers over inbound and outbound voice, SMS, social, and various messaging apps.

“HDFC has reduced the first response time by more than 50 percent, and Sprinklr is now integrated with eight of the bank’s backend systems across 100 customer journeys,” said Thomas.

As a result, Sprinklr could converge all this data onto a “single screen for most users, enabling them to provide a consistent and seamless experience to its 71 million customers.”

The next deal is with the Civil Services and Government Development Bureau of Qatar.

While the deal transcends the contact center, CCaaS will play a central role with Sprinklr a strategic partner in transforming how the government engages with the public and provides services.

“Qatar National Vision for 2020 is focused on building a competitive government with the ability to measure, monitor, and improve its public services,” added Thomas.

The government aims to meet the demands of Qatari citizens and residents for fast, personalized interactions with government agencies on any communication channel.

“With Sprinklr, Qatar will now eliminate several fragmented technology solutions and unify approximately 40 public service agencies onto one unified citizen experience management platform,” he concluded.

With such a strategy, the Qatar government strives to deliver omnichannel experiences to its citizens, residents, and visitors.

“We’re Going to Be a Disruptive Player In CCaaS”

To secure more CCaaS megadeals and become a disruptive force in the space, Thomas hopes to transform the “old” contact center industry.

“We’re going to be a disruptive player in CCaaS, said Thomas. “We’re a digital-native company who has created a modern omnichannel approach to integrating 30+ channels that now includes voice.

We’re challenging some of the well-known legacy players with an entirely different approach omnichannel and AI base for customer service.

Thomas is not alone in this mission. Google, Salesforce, and Zoom launched CCaaS platforms within months of Sprinklr. As such, winning business will be tricky business.

However, if it can keep up its speed of innovation, engage its social customers, and rubberstamp its AI prowess – as the recent conversational AI Gartner Magic Quadrant underlines – Sprinklr will likely gain further momentum in the market.

Thomas outlined more of his motivation for changing the contact center industry in the article: The Evolution of CCaaS: From Monolithic Stacks to Cloud-Native Platforms



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Brands mentioned in this article.


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