Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, announced that it has been named a Major Player in the IDC MarketScape: Worldwide Contact Center-as-a-Service Software Applications 2024 Vendor Assessment. The IDC MarketScape study evaluated 12 Contact Center-as-a-Service Software vendors and recognized Sprinklr’s advanced data analytics and comprehensive AI approach.
“IDC found that Sprinklr’s early days as a leader in social media management and extensive background in customer data analysis is clearly seen in the product’s analytics capabilities including cross-channel data,” said Mary Wardley, program vice president, Customer Service and Contact Center at IDC. “Consider Sprinklr when your organization wishes to strike a bold move into a contact center offering that shifts away from ticking boxes on functionality and focuses on the data story.”
According to the report, “Sprinklr, being later to the market, has the luxury of starting with where the market has evolved to as its starting point with AI across all touch points; omni-channel support, escalation, and insights; workflow automation with headless architecture; and a unified-CXM platform for front-office functions — marketing, sales, and customer service.”
“As the IDC MarketScape points out, customer service is now a critical component for every organization. AI offers a transformative opportunity to significantly elevate experiences for both agents and customers,” said Sprinklr Founder and Co-CEO, Ragy Thomas. “We believe our recognition as a Major Player in the 2024 IDC MarketScape for CCaaS underscores our distinct advantage in social media management. With unmatched data analytics and AI capabilities, we empower companies to create an exceptional and unified customer service strategy.”
SOURCE: BusinessWire