UNIFIED OMNICHANNEL ROUTING
Improve resolution time by up to 30% using AI-powered omnichannel routing
Assign interactions across the board to the best-suited agents and ensure better, quicker resolutions with AI-powered omnichannel routing.Understand customers better to deliver highly relevant responses
Leverage no-code interface for quick API integrations
Use easy-to-build API integrations to access real-time customer data from multiple sources — such as CRM, CDP and e-commerce platforms. Use this enriched data to improve agent assignment based on customer needs.
Infer underlying intent and sentiment using AI
Detect customer’s intent and sentiment across voice and digital conversations using Sprinklr AI — and understand their issues and needs better.
Deploy prioritization logic using drag-and-drop builder
Set up complex if-then-else logic flows using a simple drag-and-drop builder, and create customized prioritization and escalation workflows. Also, use CSAT predictions as a variable to proactively escalate conversations and avoid potential crises.
Assign cases to the best agent and enable better resolutions
Route queries to the most proficient agents
Identify the required skills for an incoming query, and route it to the most qualified agent. Put assignment strategies like round robin and quota-based assignment, to identify the last engaged or least utilized agents.
Ensure optimal capacity allocation for every agent
Assign capacity based on real workload instead of conversation count. Capacity utilization automatically changes based on channel type, customer idle time, response frequency and other performance-critical factors.
Identify the right agent for every conversation with AI
Move away from manual assignment and agent skill management. Instead, use Sprinklr AI to identify the best-suited agent for an incoming query based on their case handling history and performance on different issue types.
Simplify contact center operations and case management
Build and deploy a powerful routing logic across channels
Create an omnichannel routing logic to enable cross-channel case handling — and utilize your workforce efficiently without the need for channel-specific configurations.
Easily create and manage routing configuration with a user-friendly interface
Monitor logs, debug issues and make continuous improvements with a universal routing logic for distributed teams all from one platform — all without writing even a single line of code.
Get automated alerts related to specific queues and metrics
Monitor your support operations with a centralized dashboard. Use AI-generated alerts for critical metrics like CSAT, response time, backlog trend and more.
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