Sprinklr Service is an AI-native contact center platform built to deliver exceptional customer experiences across 30+ voice, social, and digital channels from one unified platform. Unlike modular or plugin-based tools, Sprinklr builds AI right into the foundation, so it can understand, analyze, and respond to conversations in real time across everything from X (formerly Twitter) and Instagram to email, chat, and voice. The result is a seamless, consistent brand experience for customers and a single, context-rich view of every interaction for agents, helping enterprises resolve issues faster and scale support without stitching together siloed point solutions.
Key Features
Omnichannel Contact Center: Maintain a single, context-rich conversation across 30+ voice, social, and digital channels, with channel-less service as customers move between touchpoints.
AI-Powered Routing: Sprinklr AI automatically classifies incoming queries by intent, urgency, and sentiment, auto-prioritizes critical issues, and routes them to the best-suited agent.
Sprinklr's Conversational AI Agents and Chatbots: Deploy Sprinklr AI Agents to automate routine tasks, handle FAQs, and power AI-driven IVR and bot automation in your brand voice.
Agent Copilot: Empower agents with AI-driven guidance that surfaces potential resolutions, summarizes cases, suggests replies, and automates post-call tasks to cut average handle time.
Live Chat and Messaging: Deliver real-time support with co-browsing and video commerce on your website and mobile apps.
Channel-less Service: Enable seamless conversations even as customers move from one channel to another, keeping full context intact throughout the journey.
Knowledge Management and Self-service: Power self-service and knowledge bases to reduce service costs and deflect routine queries.
Workforce Management: Support agent scheduling, adherence, and forecasting for efficient contact center operations.
Comprehensive Channel Suite: Includes Inbound and Outbound Contact Center, Social Customer Service across 25+ social channels, Live Chat with co-browsing and video commerce, and Sprinklr VoiceConnect for carrier-grade voice.
Real-time Supervisor and Admin Tools: Monitor agent performance in real time, deliver targeted coaching, and easily manage workflows, channels, and operations with minimal overhead.
AI-powered Quality and Coaching: Sprinklr AI scores 100% of interactions, ensures compliance, and enables real-time coaching for continuous improvement.
Enterprise Integrations: Connects with CRM and ticketing systems (Salesforce, Dynamics 365, Jira, etc.), voice and messaging platforms (Twilio, Ozonetel, CloudTalk), and more, with a robust API layer and Marketplace connectors.
Recognized leader: Named a Strong Performer in The Forrester Wave: Contact-Center-As-A-Service Platforms, Q2 2025, a Leader in The Forrester Wave: Conversational AI For Customer Service, Q2 2024, Digital Customer Interaction Solutions, Q2 2024, and recognized as a Contact Center Leader by G2.
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