Sprinklr has partnered with Tech Mahindra to support more businesses in deploying its Unified-CXM platform across the globe.
Tech Mahindra – a Gartner Magic Quadrant leader in customer service BPO – has already helped many European companies implement Sprinklr’s Unified-CXM platform.
Now, both companies have formalized the relationship to help brands worldwide leverage a portfolio that spans social media, sales, marketing, and customer service.
Yet, despite the depth of the Unified-CXM platform, it is the latter that seemingly most excites Vikram Nair, Global Head of Customer Experience at Tech Mahindra.
“Contact centers serve as the primary touchpoint for customers seeking assistance,” he said. “Today’s customers expect an omnichannel experience while seamlessly moving between different digital and human channels.
“An effective way of supporting this is by deploying an AI-powered omnichannel Contact Center as a Service (CCaaS) platform that can support current and future needs.
Our partnership with Sprinklr is a positive step towards addressing the market demands and offering tangible value to our shared customers by co-implementing an AI-first customer experience management platform.
“The partnership will further leverage our expertise in digital transformation and provide customized, world-class implementation services with accelerated return on investment (ROI) to enterprises worldwide.”
Nair will have also undoubtedly noticed Sprinklr’s electric CCaaS growth in Europe, with many noteworthy megadeals, especially among telcos.
After all, Sprinklr made quite the splash with its 40,000+ seat win with Deutsche Telekom before following up with a landmark BT deal earlier this month.
Alongside this, Sprinklr has enjoyed “remarkable business results” after using CCaaS to expand its business with customers that leverage elements of the broader Unified-CXM platform.
There is huge potential in this broader base. Indeed, the CX stalwart claims “nine out of the ten most valuable brands trust Sprinklr” – with customers including Honda, IKEA, LG, Pepsi, Puma, and more.
Now, Tech Mahindra – which also offers cloud, data & analytics, security, 5G, and cybersecurity services – aspires to support Sprinklr in further realizing that potential.
The BPO may leverage an impressive base of 146,000+ professionals across 90 countries to do so. These employees support 1,250+ global customers, including Fortune 500 companies.
Recognizing the potential of the deal, Ragy Thomas, Founder & CEO of Sprinkr, stated: “The rise of AI and the shift to digital customer experiences represent huge opportunities for brands to break down the walls of the contact center and unify customer-facing functions.
Our successes with Tech Mahindra to date put us in an excellent position to formalize our partnership and bring our services to help more enterprises harness the power of AI and transform how they deliver customer experiences.
In doing so, both businesses will deliver a “comprehensive omnichannel customer service platform to enterprises” – which blends the capabilities of live and virtual employees.
Businesses may more easily blend these capabilities after Sprinklr embedded its Conversational AI+ solution into Sprinklr Service, its CCaaS platform.
As a result, companies can triage customers in their channel of choice and shift customer conversations based on intent and communication preferences.
Elsewhere, Sprinklr recently announced another headline partnership with WPP, as the businesses combine their AI capabilities and expertise “to enhance the customer experiences” their global clients offer.
