Call Center Management Featured Article
Sprinklr Reveals Latest Edition of Modern Care Platform
Unified CXM platform provider Spinklr has announced the arrival of the next generation of the Modern Care platform, offering customers upgraded features to enhance customer engagement and reduce inquiry time.
The post-pandemic economy has ushered in a new dependence on digital technology for customer interactions, putting additional pressure on businesses to maintain exceptional service efficiently and without delay. In fact, McKinsey research has shown that 75% of customers expect customer service agents to respond to their inquiries within minutes or less, a task that is becoming increasingly harder to do as business activity continues to shift online.
“Companies in every industry around the world are struggling with costly outdated customer care technology that leaves agents ineffective and customers disappointed. With customer expectations increasing, it’s time for companies to embrace a unified, digital care strategy,” said Pavitar Singh, Chief Technology Officer, Sprinklr. “With our latest Sprinklr Modern Care innovations, we’re further accelerating time to value for companies who want to unify their customer care into the digital age.”
To help business and enterprises address the new challenges in customer service, Sprinklr’s Modern Care platform now hosts a number of advanced solutions that include:
- Conversational AI and Bots: Customers now have the ability to deploy AI-support chat services to automatically address common inquiries with human-like conversations
- Contact Center Automation & Intelligence: Agents can now use automatically generated analysis to gain new insights into customer messages, such as the context and intent of the initial request. Business leaders can also generate reports to understand agent performance with more detail.
- Live Chat Video Calling: Business customers can now collect valuable data through AI-supported video calling services, so agents can improve future interactions after analyzing past performance.
- Self-Service Community: Empowers customers with the ability to handle routine requests by themselves for quicker service.
Edited by Maurice Nagle