Digital customer service is expanding in many, many ways. It’s expanding to meet escalating customer expectations, and it’s expanding to cross more digital channels. Cloud-based call center solutions that seemed adequate just a few years ago now increasingly lack the reach for newer digital communications and content channels.
That said, unified customer experience management platform provider Sprinklr recently announced a partnership with contact center as a service (CCaaS) and customer experience specialists infinit.cx to help enterprises optimize Sprinklr Service and facilitate a seamless, transformational migration to cloud-based customer service across more than 30 digital channels.
The goal of the partnership? To allow enterprises to future-proof their customer service, marketing, engagement, and research strategies with Sprinklr’s Unified-CXM platform.
In the announcement of the partnership, Sprinklr and infinit.cx cited the example of early solution adopter Deutsche Telekom (News - Alert), Europe's largest telco provider. The company is currently leveraging Sprinklr and infinit.cx to support its European contact center operation, with 40,000 customer service agents across 11 countries migrating onto Sprinklr's AI-powered customer service platform – streamlining operations, improving productivity and enhancing customer experiences, said the companies.
“Our partnership with Sprinklr is a significant milestone in transforming how we support enterprises for the future,” said Stefan Grünzner, CEO of infinit.cx. “Together, Sprinklr and infinit.cx will bring the right strategy and technology enterprises need to execute a complete digital customer experience transformation focused on putting customers first. With Sprinklr, we can help companies un-silo their customer-facing functions and work together.”
The partnership will also empower customers with the latest artificial intelligence advances. infinit.cx will provide a team of experts to help implement Sprinklr Service and Sprinklr AI+, which incorporates generative AI into customer service workflows to enhance agent productivity and create a consistent user experience. For example, generative AI features such as “agent assist” optimize agent responses for tone, relevance, and accuracy.
“Today’s leading brands are accelerating digital transformation with AI, leveraging insights from external data, and unifying their customer-facing front office operations,” noted Sprinklr founder and CEO Ragy Thomas. “While businesses now grasp the value of AI, near-term productivity improvements will be a minimum of 20-40% for knowledge workers. We are excited by customers’ demand for AI, and together with infinit.cx, we will help the most innovative customers harness AI to its full extent, act on actionable insights, and eliminate silos to provide exceptional customer experiences.”
Edited by
Alex Passett
