Sprinklr Launches Modern Care Voice Solution

Businesses are quickly learning investing in digital infrastructure is a surefire way to instantly improve contact center capabilities. Keeping up with high volume contact centers is difficult, and customers are no longer willing to wait in a call queue to speak with an agent. Innovation in the contact center solution space is giving customers the quality service they crave, without waiting around for the next agent.

Unified-CXM platform provider Sprinklr is one company attempting to improve contact center operations, recently announcing the launch of Sprinklr Modern Care Voice: the company’s first-ever Contact Center as a Service (CCaaS) offering designed to improve productivity through automation, conversational IVR, and detailed analytics.

Sprinklr Modern Care Voice allows contact centers to manage customer requests without relying on human agents, allowing AI-enhanced, conversational bots to help with  common customer inquiries. The platform also included automated routing features, so customers are always routed to a human or virtual agent to prevent long wait times. Additionally, Modern Care Voice comes equipped with advanced speech analysis features, allowing contact centers to continuously improve by understanding how customers behave and respond throughout their journeys.

“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.”

Edited by Maurice Nagle