A unified customer experience management platform (Unified-CXM) named Sprinklr Modern Care Voice is to be launched by Sprinklr. The announcement marks the step in of Sprinklr into the Contact Center as a Service (CCaaS) market with a significant departure from traditional call center technologies.

“The contact center market is dominated by legacy voice-based vendors that are incentivised to ignore a fundamental truth: your customers do not want to call you,” said Sprinklr Chief Technology Officer Pavitar Singh. “Sprinklr Modern Care Voice is built on this understanding. We help eliminate the need to call using AI to solve problems digitally before they impact your contact center. When customers must contact a live agent, Sprinklr Voice helps deliver the best possible experience for faster, less expensive results.”

The new platform has various facilities like automatic call distribution, conversational IVR, speech analytics, automated quality management, and workforce management that will enhance customer service.

The artificial intelligence access provided by Sprinklr will help the customer care centers helps in analysing the perfect balance between the digital and voice which satisfies customer needs. It also helps in reducing cost-to-serve, and increasing customer satisfaction (CSAT).

“Our goal is to connect authentically with this new generation of car buyers. This means we listen to the voices of people in the world and proactively engage in relevant conversations. Having a single workflow across channels — from social media to live chat, chat bot, and voice — enables a true omnichannel contact center.” – Yoshiaki Inoue, Chief of Honda ON.

The new innovation provides a unified platform for all that is integrated through AI analysis and digital conversations. These features help in providing an instant insight regarding CSAT, quality, and performance.

“We have the opportunity to shake up the traditional customer care market and partner with leading brands to develop the right support and care strategies for modern business. Sprinklr helps brands unlock contact center conversation data and use it to deliver meaningful use cases for marketing, sales, and service. This is a huge opportunity for Sprinklr and our customers,” continued Singh.