Deutsche Telekom will migrate its entire European customer service operations to Sprinklr Service.
The deal spans 11 countries, and – by the close of 2024 – more than 40,000 of Deutsche Telekom’s contact center agents will use Sprinklr’s CCaaS platform.
In winning the contract, the vendor – which is also gaining ground in the conversational AI space – will support Europe’s largest telco provider in moving away from its own set of legacy tools.
Excited to share the news in an earnings call, Ragy Thomas, CEO of Sprinklr, stated: “A transition to Sprinklr’s cloud-based solution will enable them to streamline operations and enhance efficiency while improving agent workflows and customers’ experiences.
The flexible architecture of Sprinklr’s CCaaS solution will enable Deutsche Telekom to integrate its contact center ecosystem across Europe and drive its consolidation and innovation strategy across the region.
Deutsche Telekom previously worked with the vendor to implement Sprinklr Marketing and Service in the German market. However, this expansion takes the relationship to a new stratosphere.
Moreover, it may surprise industry observers. After all, deals of this magnitude seldom go to vendors so new to the space, with Sprinklr first stepping onto the CCaaS scene in early 2022.
Yet, ever since, it has sunk significant resources into contact center innovation, evolving Sprinklr Service at a rate of knots and sensing an opportunity to disrupt an increasingly crowded market.
The vendor’s recent release wave of 145 new CCaaS capabilities underscores this rapid evolution, with highlights including new conversational intelligence, auto-QA, and self-service tools.
Nevertheless, Thomas stresses that Sprinklr’s CCaaS journey is still in its infancy and promises many more innovations to come. He added:
It’s very early for us. We’re a disruptor. We’re taking a different approach… So, there’s a lot of innovation and velocity that’s happening.
Despite this, CCaaS is already proving an excellent way for Sprinkr to expand its happy relationships with existing customers.
Those organizations may already leverage its social suite, marketing platform, and/or conversational AI offering – which won Gartner Magic Quadrant recognition earlier this year.
Yet, CCaaS is also helping Sprinklr engage with another realm of prospective customers – as evident in some of the several other impressive wins Thomas revealed during the earnings call.
For instance, a North American enterprise that enables the same-day delivery of groceries and household essentials also switched to Sprinklr Service.
According to Thomas, the business will replace six point solutions with a unified platform that will support 700 contact center agents across voice, chat, email, SMS, and social.
Moreover, Sprinklr Service will integrate with a host of back-end tools – including the order management solution – while serving up chat and voice bots for self-service.
Thomas shared many similar stories. But, he concluded by summarizing Sprinklr’s approach to CCaaS, stating:
Our vision is to help customers transform the contact center from a legacy voice-focused cost center to a more efficient, AI-powered omnichannel revenue center by unifying it with marketing and sales.
Earlier in the quarter, Thomas sat down with CX Today to dive deeper into Sprinklr’s CCaaS strategy.