Overview
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Overall experience with Sprinklr Service
“Single Platform Enables Holistic Channel Analysis but Poses Workflow Challenges”
“Extensive Features Aid Customer Service but Initial Platform Complexity Noted”
About Company
Company Description
Sprinklr is an enterprise that aims to unify different teams to improve customer satisfaction. Established in 2009, the company initially observed that fragmented software solutions were disrupting the customer experience and stifling growth. To address this, Sprinklr developed a single-code architecture platform to eliminate internal organizational silos. The company has now evolved into a prominent organization delivering a Unified Customer Experience Management platform. This system utilizes Sprinklr AI+ to assist teams across customer service and marketing departments in engaging with and enhancing customer experiences across all modern channels. Sprinklr, while based in New York City, operates in 25 countries, across 24 time zones, and serves numerous notable enterprises.
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Single Platform Enables Holistic Channel Analysis but Poses Workflow Challenges
My organization has a large part of the workforce devoted to outreach which includes inbound and outbound calls. We have an entire department and division that handles donar and charitable donations with a dedicated contact center. We really wanted a platform that would help alleviate some of the pressure on our department and found that with Sprinklr the AI infusion has not only reduced pressure but helped to accelerate touch points with prospects. Its also really strong with the variety of digital channels that it can manage from one single platform allowing not only our workforce but senior leadership the ability to derive insights faster allowing for quicker decision making and agility when working on campaigns and pivoting.
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