UNIFIED AGENT CONSOLE
Reduce agent workload by over 50% with a unified agent desktop
Eliminate the mundane routine of switching 6-7 screens to resolve a case. Surface all relevant information and capabilities on a single tab.
Single-screen view of all customer interactions
Ensure consistent conversations across digital and voice
Unify multiple channels on a single screen and reduce average handle time (AHT) by up to 30%. Use Sprinklr’s omnichannel desktop to have concurrent conversations across channels seamlessly.
Gain complete context with the entire customer conversation history
Eliminate the need for customers to repeat themselves across channels using frictionless channel switching. Truly understand and retain case context via easy access to historical conversations.
Add new channels quickly and future-proof your channel strategy
Actively help customers on channels they use by adding new ones almost instantly. Use existing omnichannel automations and AI and avoid rebuilding workflows every time you add a new channel.
Personalize agent desktop with specialized workflows
Create custom layouts using configurable widgets
Use the drag-and-drop UI of Sprinklr’s Unified Agent Desktop builder to create tailored desktop layouts for agents that match their workflows.
Consolidate multiple capabilities into a unified desktop view
Integrate external systems with APIs and embed them into your agent desktop using customizable widgets from the library — no coding required.
Access the agent desktop from any device
Access Sprinklr's Unified Agent Desktop using a responsive web app that adapts to various screen sizes — and a mobile app that’s available for both Android and iOS devices.
Increase first contact resolution with AI-powered Agent Assist
Simplify complex tasks with process automation
Automate agent workflows and let AI manage all routine tasks. Provide agents with end-to-end guidance to ensure faster issue resolution.
Provide real-time assistance to agents
Monitor active conversations and use AI to provide real-time assistance to agents — including course correction prompts, knowledge recommendations, next-best actions and sentiment/CSAT shift alerts.
Provide real-time response suggestions to agents
Enable agents to respond to customers faster using AI-recommended responses. Use Sprinklr AI to review every response — and flag the non-compliant ones in real time to maintain quality of conversations.
Sprinklr resources
