Sprinklr has announced an integration with Bluesky, the burgeoning social media platform.
The integration will allow Sprinklr Social users to create, manage, and publish content on the site and track its performance.
From there, businesses can monitor “key metrics” and present those on a social listening dashboard.
The dashboard may also feature performance insights from other social channels so customer experience teams can pool together that intelligence and leverage it to inform brand strategies.
Celebrating the announcement, Jim Nairn, SVP of Global Alliances & Partners at Sprinklr, said: “The rapid growth and engagement levels on Bluesky are impressive, and our customers have looked to Sprinklr to help them seamlessly integrate this platform into their global strategies.
We are excited to empower enterprise brands with the ability to engage meaningfully and gain valuable insights from this growing community.
As Nairn suggests, Bluesky’s development has been nothing short of remarkable.
The social media platform grew from a community of three million invite-only users at its February 2024 launch to a public app with more than 30 million users.
Its vision is to create a “lobby to the open web, where everyone can reach their audience,” according to Rose Wang, COO of Bluesky.
Commenting on the Sprinklr link-up, Wang said: “We are excited to partner with Sprinklr to help enable some of the world’s largest brands to create quality content that adds value to the community.
The community on Bluesky is organic and highly engaged, and if brands can create content that engages users in an authentic way, they will get a massive return.
Alongside that “massive return”, brands may also collect more voice of the customer (VoC) data through Bluesky.
Sprinklr customers leveraging its CCaaS solution – alongside social – may then funnel that insight to support a “360-degree view of the customer”.
Gartner recently highlighted how brands might do this while championing the “quality intelligence” concept.
Quality intelligence combines three core streams of contact center data: traditional quality management, conversation intelligence, and VoC data.
In combining these three data streams, contact centers can better support agents – live and virtual – with more customer context.
Additionally, they can improve quality assurance (QA) workflows, coaching programs, and even scheduling plans.
For more on how to pull these data streams together, check out CX Today’s recent article: Gartner Coins the Term “Quality Intelligence”, Its Latest Phrase for Contact Center Leaders
