Sprinklr
Sprinklr, Inc.
"The unified customer experience management (CXM) platform for the world's most loved brands"
Sprinklr Service is an AI-native contact center platform that unifies customer interactions across 30+ digital, social, and voice channels into a single console. It enables enterprises to deliver seamless, context-rich customer support with real-time AI assistance, intelligent routing, and comprehensive analytics while reducing operational costs and improving first-contact resolution rates.
Overview
Pricing Plans
Pricing Model: Per-user/per-agent, seat-based
What's Included
- Omnichannel Inbox (email, chat, social, SMS)
- AI-Powered Chatbots
- Knowledge Base
- Skill-Based Routing
- CSAT Surveys
- Canned Responses
- Basic Analytics
- APIs
What's Included
- All Self-Serve features
- Advanced AI-Powered Routing
- Real-Time Agent Assistance
- Unified Customer View (360° Profile)
- Advanced Reporting & Analytics
- Workflow Automation
- Predictive Routing
- Sentiment Analysis
- Quality Management
- Supervisor Tools
What's Included
- All Advanced features
- Voice/IVR Integration (Sprinklr Modern Care Voice)
- Workforce Management
- Dedicated Account Manager
- Custom SLAs
- Priority Support
- Advanced AI Models
- Managed Services
- Custom Integrations
- On-Premises Options (if required)
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Key Features
Unify customer conversations across 30+ voice, social, digital, and messaging channels (email, chat, SMS, WhatsApp, Facebook, Instagram, X, LinkedIn, etc.) with complete context preservation when customers switch channels.
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Intelligent routing engine uses real-time intent/sentiment detection and AI to automatically assign cases to the most suitable agents based on skills, availability, past performance, and customer history—reducing wait times and improving first-contact resolution.
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Deploy AI agents to automatically handle routine inquiries, answer FAQs, fetch data from knowledge bases, and escalate complex issues to human agents, deflecting 33% of call center costs through self-service automation.
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Access complete customer interaction history across all channels and touchpoints in a single dashboard—giving agents instant context about previous purchases, issues, preferences, and sentiment to deliver personalized support.
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Create and manage searchable, AI-optimized knowledge bases and self-service portals that help customers find answers independently, reducing support ticket volume and improving customer satisfaction.
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Empower agents with AI-driven guidance that surfaces relevant solutions, summarizes cases, suggests replies, and automates routine tasks—speeding up response times and improving resolution accuracy.
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Monitor contact center performance with real-time dashboards showing SLAs, CSAT trends, agent utilization, sentiment analysis, case routing patterns, and actionable insights to identify improvement opportunities and optimize operations.
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Sprinklr AI automatically analyzes customer emotions and intent in real time across all channels, flagging urgent or at-risk interactions, enabling proactive escalation and personalized responses.
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Monitor agent interactions, track compliance with scripts and regulations, automate quality scoring, and identify coaching opportunities—ensuring consistent service quality and regulatory adherence.
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Forecast demand, schedule agents efficiently, monitor real-time utilization, and manage capacity dynamically based on channel type and customer idle time—optimizing staffing levels and reducing operational costs.
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What Makes It Stand Out
- 1
AI-native architecture with conversational AI built into the foundation rather than bolted-on—enabling deep understanding and response across all 30+ channels
- 2
Unified omnichannel platform: single agent desktop for voice, social, chat, email, and messaging with complete context preservation across channel switches
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Advanced AI-powered routing that considers intent, sentiment, agent skills, availability, capacity, and past interaction history for optimal case assignment
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Industry-leading 360° customer view combining social, CRM, feedback, and historical interaction data for truly personalized support
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Gartner Magic Quadrant Leader (6 years consecutive) for content marketing and recognized as Contact Center Leader across multiple G2 categories
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New York City, New York, USA
3,869
25+ offices across 15+ countries
- Gartner Magic Quadrant Leader for Content Marketing Platforms (6 consecutive years, 2025)
- G2 Leader in Contact Center (4 consecutive years)
- G2 Leader in Contact Center Knowledge Base
- G2 Leader in Social Customer Service
- G2 Leader in Contact Center Workforce Management