Sprinklr has landed a megadeal with BT, which will implement its unified customer experience management (Unified-CXM) platform.
In doing so, the global telecom aims to better inform, support, and power new customer service initiatives.
Unfortunately, Sprinklr cannot share more information at this time. But, as the Unified-CXM platform houses Sprinklr Service, Marketing, Insights, and Social suites, the deal is likely to represent another massive CX win.
“I believe we are on the digital edge of a very exciting future for Unified-CXM,” added Ragy Thomas, Founder and CEO of Sprinklr.
“Sprinklr has a tremendous opportunity to partner with iconic brands like BT who are at the forefront of using AI for exceptional customer experience.
We are thrilled to be working together and look forward to helping BT spark innovation and provide unforgettable customer experiences with Sprinklr’s AI-powered Unified-CXM platform.
The announcement follows Sprinklr’s 40,000-Seat CCaaS megadeal with Deutsche Telekom – which CX Today revealed in September 2023.
With the BT deal also including Sprinklr Service, the vendor is winning massive contracts in the telco sector that seldom go to CCaaS providers so new to the space.
Indeed, Sprinklr only entered the market in 2022. Yet, since then, it has sunk significant funds into contact center innovation, released hundreds of new CCaaS capabilities, and emerged as a market disruptor.
Most recently, the vendor embedded “Conversational AI+” into Sprinklr Service to simplify how contact centers design, optimize, and deploy virtual agents across all support channels.
In this example, Sprinklr leverages its Magic-Quadrant-recognized virtual agent tech, pulling together disparate CX solutions to drive innovation and inspire collaboration.
As such, the innovation exemplifies Sprinklr’s ambition to remove contact center silos, unify customer experience function, and support teams in proactively addressing customer issues.
Sprinklr Brings Ambition Into the Contact Center and CX Space
Last year, Thomas sat down with CX Today to outline Sprinklr’s vision for the contact center of tomorrow.
“The contact center of the future is unsiloed,” he said. “That’s the keyword. It means it can only be solved with a unified approach that starts with a clean slate.”
With this clean slate, contact centers can unify channels to achieve true omnichannel, deploy AI-everywhere, and transition from complaint centers to revenue generators.
Thomas advocates for this approach, urging businesses to proactively address issues – before the phone rings – and embrace the idea that “the best care is no care”.
To do so, he suggests that contact centers bridge and listen to all customer and employee feedback sources, both internal and external. Then, they can spot why customers call, work backward to isolate the broken process, and collaborate to avoid contacts altogether.
Sprinklr moved into the CCaaS space to help contact centers meet these objectives more easily.
“Look at the contact center giants today,” Thomas continued. “They built their technology way back, when the number one problem in the contact center was the volume of calls and the telephony to land and route those calls. Today, that’s a commodity.
With the technology that’s available today, the time has come for someone to think about the contact center experience – for the consumer and the agent – very differently, to modernize it, and make it more similar to conversations in other facets of our lives.
For more on how Sprinklr is building a CCaaS solution – within its Unified-CXM platform – to enable these new-age experiences, read our article: Welcome to the AI-Fueled CCaaS Platform of Tomorrow
