Unified customer experience management platform Sprinklr has integrated Twilio voice and SMS technology into Sprinklr Modern Care, its cloud-based omnichannel CCaaS platform.
The integration enables customers to expand their usage of Sprinklr platform to include voice, reduce costs, and improve customer experience.
Matt Rogers, Vice President of Market Development at Twilio, said: “Delivering personalized customer engagement at scale is one of the most demanding challenges facing today’s businesses.”
“Twilio’s voice and SMS capabilities enable organizations to build customized experiences and seamless conversations over trusted and preferred channels. With Twilio’s partnership with Sprinklr Modern Care, businesses can drive stronger customer satisfaction by delivering personalized customer experiences at scale and at every step of the journey.”
Sprinklr Modern Care analyses millions of conversations across various digital channels, including social media, messaging, in-app, live chat, and now voice. Such a platform enables customers to integrate their contact centre with the channels customers prefer to interact through, identify intent and sentiment, and redirect customers to the right agents.
Sprinklr Founder and CEO, Ragy Thomas said: “The world is ready for a new generation of contact center. Customers expect digital-first, but expect to connect with someone live when needed, demanding a seamless experience across every channel they choose.”
“Partnerships are powerful when they’re built on a shared belief that nothing is more important than customer experiences. With leading infrastructure from Twilio and the application layer from Sprinklr, we offer digital-first care that will help improve satisfaction, limit risk, and reduce cost. Together we’ll help companies on their journey from being brand centric to customer centric organizations.”
Sprinklr entered the CCaaS market back in January, bulking out their solution with more than 30 channels and integrations with other cloud-based applications.
