CXM with a Sprinkling of Simplicity: The 2022 CRM Conversation Starters
Though based in New York, Sprinklr is showing up in all the right places thanks to several significant moves in the past 12 months. It started last summer when the company went public on the New York Stock Exchange under the symbol CXM, showing just how much importance it places on customer experience management.
Its cloud-based unified CXM platform, with more than 30 unique products covering a wide range of fields—from social media marketing and advertising to content management, collaboration, customer care, and analytics—became available via a public cloud option through a partnership with Google Cloud and a listing on the Google Cloud Marketplace.
Following Sprinklr’s integration of its Sprinklr Modern Care solution with Amazon Connect, Amazon Web Services’ cloud contact center suite, its products also became available in the AWS Marketplace.
The Amazon Connect integration, as well as the usage of Twilio's programmable APIs, added voice and SMS to an already impressive lineup of channels supported.
Sprinklr also found itself among an elite group of companies named as partners in the TikTok Content Marketing Specialty that is a part of the TikTok Marketing Partner Program. In 2020 Sprinklr became TikTok’s first advertising partner, and the addition of the Content Marketing Specialty helps marketers use Sprinklr to manage, execute, and optimize both organic and paid content campaigns in real time on TikTok.
But Sprinklr didn’t stop there. This year also saw a significant upgrade to Sprinklr Modern Care, which gained artificial intelligence and automation to help companies unify case management and agent engagement in a single contact center solution. New features included live chat video calling and the ability to collect valuable data to inform better agent-led resolutions, predict customer issues, and proactively reach out with personalized one-on-one support.
Another new feature within Modern Care was Self-Service Community, an online community portal that lets customers help themselves to the information they need while supporting other customers in the process.
Sprinklr also added AI Studio to Sprinklr Modern Research to help companies create and customize artificial intelligence models without writing code.
And to make its technology available to even more users, Sprinklr launched Lite versions of its Modern Care and Modern Research solutions. Modern Care Lite is an enterprise-grade customer support solution that can be deployed in just minutes. It includes support for 16 channels on a simplified central dashboard, advanced AI insights and analytics, automation to build bots once and deploy on multiple channels, and agent empowerment features like guided workflows, message routing, and the ability to identify priority tickets from large volumes of social media mentions. Modern Research Lite includes a seamless login with zero configuration, dashboards for dozens of use cases, brand and customer experience insights, competitive intelligence, and the ability to share insights and dashboards with internal team members.
In a nutshell, all these moves reflect a central theme at Sprinklr: “We are committed to helping organizations tackle digital customer experience management challenges with a unified platform that is easy to procure and deploy and quickly creates value,” says Doug Balut, its senior vice president of global alliances.