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xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 47 34" class="h-5 flex-none me-3"><g clip-path="url(#service_svg__a)"><path d="M23.512 6.123C15.999-3.201-1.1.196.064 15.229c.593 7.724 6.582 14.282 12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.361 10.361 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42 1.573.928 2.832 2.253 3.63 3.823l2.117 4.78c5.777-4.583 11.766-11.141 12.358-18.865C48.123.177 31.045-3.2 23.512 6.123Zm0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.856 4.856 0 0 1-.315-2.99 5.08 5.08 0 0 1 1.517-2.65 5.677 5.677 0 0 1 2.839-1.417 5.912 5.912 0 0 1 3.203.295 5.48 5.48 0 0 1 2.488 1.906c.61.851.935 1.852.935 2.876 0 1.372-.584 2.688-1.624 3.66-1.04.97-2.45 1.515-3.92 1.515Z"></path></g><defs><clipPath id="service_svg__a"><path fill="#fff" d="M0 0h47v33.167H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Service</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/customer-service/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/customer-service/inbound-voice/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Inbound Voice</span></div></a><a href="/products/customer-service/outbound-voice/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 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tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Knowledge Base Software</span></div></a><a href="/products/customer-service/agent-console/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Unified Agent Desktop</span></div></a><a href="/products/customer-service/agent-assist/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Agent Assist</span></div></a><a href="/products/customer-service/omnichannel-routing/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Routing</span></div></a><a href="/products/customer-service/quality-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI-Powered Quality Management</span></div></a><a href="/products/customer-service/supervisor-console/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Supervisor Console</span></div></a><a href="/products/customer-service/conversational-analytics/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Analytics</span></div></a><a href="/products/customer-service/workforce-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Management</span></div></a><a href="/products/customer-service/analytics-and-reporting/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Reporting and Analytics</span></div></a><a href="/products/customer-service/omnichannel-survey/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Surveys</span></div></a><a href="/products/customer-service/guided-workflow/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Guided Workflows</span></div></a><a href="/products/customer-service/service-command-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Service Command Center</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 50 45" class="h-5 flex-none me-3"><g clip-path="url(#social_svg__a)"><path d="M18.83 2.901C8.436 2.901 0 11.354 0 21.788c0 10.435 8.435 18.869 18.83 18.869 10.397 0 18.832-8.452 18.832-18.869S29.227 2.901 18.83 2.901Zm0 7.263c2.609 0 4.713 2.127 4.713 4.722 0 2.595-2.122 4.721-4.712 4.721s-4.712-2.126-4.712-4.721 2.122-4.722 4.712-4.722Zm0 23.23a12.747 12.747 0 0 1-9.082-3.785l1.511-3.514c1.349-2.83 4.227-4.794 7.554-4.794a8.361 8.361 0 0 1 7.554 4.794l1.51 3.514c-2.32 2.325-5.52 3.785-9.064 3.785h.018ZM42.556 45c2.98 0 5.396-2.42 5.396-5.406a5.401 5.401 0 0 0-5.396-5.407 5.401 5.401 0 0 0-5.396 5.407 5.401 5.401 0 0 0 5.396 5.407Z"></path><path d="m41.036 38.498.021-.029c.42-.568.3-1.37-.268-1.79l-7.998-5.923a1.275 1.275 0 0 0-1.786.268l-.021.03c-.42.568-.3 1.369.268 1.789l7.998 5.924c.567.42 1.367.3 1.786-.269ZM44.607 10.813c2.98 0 5.395-2.42 5.395-5.407A5.401 5.401 0 0 0 44.607 0a5.401 5.401 0 0 0-5.396 5.406 5.401 5.401 0 0 0 5.396 5.407Z"></path><path d="m43.061 6.449-.02-.03a1.275 1.275 0 0 0-1.768-.367l-8.311 5.475a1.281 1.281 0 0 0-.366 1.772l.02.03c.387.59 1.18.755 1.768.366l8.312-5.474c.589-.388.753-1.182.365-1.772Z"></path></g><defs><clipPath id="social_svg__a"><path fill="#fff" d="M0 0h50v45H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Social</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/social-media-management/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/social-media-management/social-media-publishing-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Publishing and Engagement</span></div></a><a href="/products/social-media-management/employee-advocacy-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Employee Advocacy</span></div></a><a href="/products/social-media-management/distributed-marketing-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Marketing for Distributed Teams</span></div></a></div><div class="h-full border-t border-gainsboroGray pt-6 mt-6"><p class="text-mediumGrey text-desktop-large/overline-4-bold uppercase mb-[18px]">Works Best With</p><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/social-listening/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/marketing-and-advertising/social-advertising/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/teams/customer-service/conversational-commerce/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/products/customer-service/social-media-channels/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Customer Service</span></div></a></div></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 53 40" class="h-5 flex-none me-3"><path d="m36.974 25.509 13.613 8.296a3 3 0 0 1 .98 4.13l-.396.638c-.867 1.408-2.734 1.84-4.148.976l-13.5-8.24"></path><path d="M19.74 0C8.843 0 0 8.803 0 19.653c0 10.85 8.843 19.653 19.74 19.653 10.898 0 19.74-8.804 19.74-19.653C39.48 8.803 30.639 0 19.74 0Zm0 7.565c2.734 0 4.94 2.214 4.94 4.917S22.455 17.4 19.74 17.4c-2.715 0-4.94-2.215-4.94-4.918 0-2.703 2.225-4.917 4.94-4.917Zm0 24.195c-3.714 0-7.089-1.502-9.521-3.942l1.584-3.66c1.414-2.947 4.43-4.993 7.918-4.993a8.77 8.77 0 0 1 7.92 4.993l1.583 3.66c-2.432 2.421-5.788 3.942-9.503 3.942h.02Z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Insights</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/consumer-intelligence/social-listening/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/consumer-intelligence/competitive-benchmarking/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Competitive Insights and Benchmarking</span></div></a><a href="/products/consumer-intelligence/product-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Product Insights</span></div></a><a href="/products/consumer-intelligence/location-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Location Insights</span></div></a><a href="/products/consumer-intelligence/visual-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Visual Insights</span></div></a><a href="/products/consumer-intelligence/media-monitoring/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Media Monitoring and Analytics</span></div></a><a href="/products/consumer-intelligence/surveys/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Surveys</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 42 43" class="h-5 flex-none me-3"><path d="M20.514 0H4.975C2.232 0 0 2.222 0 4.953v33.772c0 1.832 1.022 3.41 2.505 4.275l1.976-4.563a9.16 9.16 0 0 1 16.528 0L22.985 43c1.482-.848 2.505-2.443 2.505-4.275V4.953C25.49 2.223 23.258 0 20.514 0Zm-7.77 31.398c-2.845 0-5.162-2.307-5.162-5.14 0-2.833 2.317-5.14 5.163-5.14 2.845 0 5.162 2.307 5.162 5.14 0 2.833-2.317 5.14-5.162 5.14ZM31.352 12.74h-.528c-1.27 0-2.3 1.024-2.3 2.29v12.23c0 1.264 1.03 2.29 2.3 2.29h.528c1.27 0 2.3-1.026 2.3-2.29V15.03c0-1.265-1.03-2.29-2.3-2.29ZM39.7 6.378h-.529c-1.27 0-2.3 1.025-2.3 2.29V33.62c0 1.264 1.03 2.29 2.3 2.29h.529c1.27 0 2.3-1.026 2.3-2.29V8.668c0-1.265-1.03-2.29-2.3-2.29Z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Marketing</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/marketing-and-advertising/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/marketing-and-advertising/content-marketing/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Marketing and Campaign Planning</span></div></a><a href="/products/marketing-and-advertising/social-advertising/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/products/marketing-and-advertising/marketing-analytics/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Marketing Analytics</span></div></a><a href="/products/marketing-and-advertising/ad-comment/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Ad Comment Moderation</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Platform</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/platform/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/platform/ai/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI</span></div></a><a href="/products/platform/ai-plus/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI+</span></div></a><a href="/products/platform/ai-studio/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI Studio</span></div></a><a href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security</span></div></a><a href="/products/platform/integrations/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Integrations</span></div></a><a href="/products/platform/sprinklr-sandbox/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sandbox</span></div></a><a href="/products/platform/display/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Display</span></div></a><a href="/products/platform/presentations/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Presentations</span></div></a><a href="/products/platform/active-data-retention/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Active Data Retention</span></div></a><a data-link-type="external" href="https://developer.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">API</span></div></a></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="MULTI_LEVEL_INFO_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Solutions">Solutions</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="bg-white grid auto-cols-auto grid-flow-col auto-rows-min"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Industry</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class=""><div class="grid auto-rows-auto auto-cols-full h-full"><div class="min-w-[274px] desktop-lg:min-w-[268px] max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto header-scrollbar p-8"><div class="grid auto-rows-max gap-y-4"><a href="/industries/cpg/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">CPG</span></div></a><a href="/industries/financial-services/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Financial Services</span></div></a><a href="/industries/government/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Government</span></div></a><a href="/industries/retail/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Retail</span></div></a><a href="/industries/technology/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Technology</span></div></a><a href="/industries/telecom/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Telecommunications</span></div></a><a href="/industries/travel-hospitality/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Travel & Hospitality</span></div></a></div></div></div></div><div class="hidden"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Marketing Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Customer Service Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Marketing Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/marketing/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/marketing/crisis-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Crisis Management</span></div></a><a href="/teams/marketing/campaign-content-lifecycle-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Lifecycle Management</span></div></a><a href="/teams/marketing/social-media-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Media Management</span></div></a><a href="/teams/marketing/compliant-digital-selling/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Compliant Digital Selling</span></div></a><a href="/teams/marketing/franchise-digital-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Franchise Digital Management</span></div></a><a href="/teams/marketing/executive-reputation-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Executive Reputation Management</span></div></a><a href="/teams/marketing/industry-insights-competitive-intelligence/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Industry Insights and Competitive Intelligence</span></div></a><a href="/teams/marketing/creative-insights-production-optimization/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Creative Insights and Production Optimization</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Customer Service Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/customer-service/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/customer-service/omnichannel-contact-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Contact Center</span></div></a><a href="/teams/customer-service/customer-self-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Self-Service</span></div></a><a href="/teams/customer-service/digital-customer-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Digital Customer Service</span></div></a><a href="/teams/customer-service/outbound-campaign-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Outbound Campaign Management</span></div></a><a href="/teams/customer-service/workforce-engagement-and-optimization/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Engagement Management</span></div></a><a href="/teams/customer-service/contact-center-intelligence/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Contact Center Intelligence</span></div></a><a href="/teams/customer-service/social-customer-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Customer Service</span></div></a><a href="/teams/customer-service/conversational-commerce/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/teams/customer-service/proactive-digital-engagement/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Proactive Digital Engagement</span></div></a></div></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINK"><a href="/unified-cxm/"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Unified-CXM">Unified-CXM</span></div></a></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Customers">Customers</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/stories/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Stories</span></div></a><a href="/sprinklr-champion/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Champions</span></div></a><a data-link-type="external" href="https://community.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Community</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Company">Company</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/our-story/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Our Story</span></div></a><a href="/leadership/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Leadership</span></div></a><a href="/newsroom/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Newsroom</span></div></a><a href="/partners/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Partners</span></div></a><a href="/careers/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Careers</span></div></a><a data-link-type="external" href="https://investors.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Investor Relations</span></div></a><a href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security & Data Privacy</span></div></a><a href="/sustainability/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sustainability</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Resources">Resources</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="border-r border-menuBorder shrink-0 w-[252px]"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Learn</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Services</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Support</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0 rtl:-scale-y-100"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/sprinklr-social-roi-estimator/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Social ROI Estimator</span></div></a><a href="/ai-maturity-assessment/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI Maturity Assessment</span></div></a><a href="/cx-wise/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">CX-WISE</span></div></a><a href="/analyst-reports/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Analyst Reports</span></div></a><a href="/demo-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Demo Center</span></div></a><a href="/resources/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">eBooks & Reports</span></div></a><a href="/events/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Events & Webinars</span></div></a><a href="/blog/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Blog</span></div></a><a href="/cxm/"><div class="group"><span class="block text-mobile-sm/body-2 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Malik","url":"https://www.sprinklr.com/blog/author/priyanka-malik/"}],"publisher":{"@type":"Organization","name":"Sprinklr","logo":{"@type":"ImageObject","url":"https://www.sprinklr.com/icons/icon-512x512.png"}},"datePublished":"2023-07-11"}</script><section data-widget-name="widgetBlogPostHero" id="4RNNqWut4OsGGvKfQbjML6"><div class="relative overflow-clip"><div class="w-full max-w-[312px] tablet-sm:max-w-[688px] desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] mx-auto"><div class="flex max-tablet-sm:hidden mx-auto justify-between py-6 desktop-lg:py-8 items-center"><div class="desktop-lg:max-w-[720px]"><div class="flex flex-row gap-2 items-center desktop-sm:gap-3 mb-4"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 47 34" class="fill-ceruleanBlue h-6 desktop-sm:h-8 w-auto"><g clip-path="url(#service_svg__a)"><path d="M23.512 6.123C15.999-3.201-1.1.196.064 15.229c.593 7.724 6.582 14.282 12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.361 10.361 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42 1.573.928 2.832 2.253 3.63 3.823l2.117 4.78c5.777-4.583 11.766-11.141 12.358-18.865C48.123.177 31.045-3.2 23.512 6.123Zm0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.856 4.856 0 0 1-.315-2.99 5.08 5.08 0 0 1 1.517-2.65 5.677 5.677 0 0 1 2.839-1.417 5.912 5.912 0 0 1 3.203.295 5.48 5.48 0 0 1 2.488 1.906c.61.851.935 1.852.935 2.876 0 1.372-.584 2.688-1.624 3.66-1.04.97-2.45 1.515-3.92 1.515Z"></path></g><defs><clipPath id="service_svg__a"><path fill="#fff" d="M0 0h47v33.167H0z"></path></clipPath></defs></svg><div class="text-mobile/heading-5">Sprinklr Service</div></div><p class="whitespace-pre-line text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-3">The next generation of CCaaS is here</p><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-slateGray 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Redefine customer service with an AI-powered platform that unifies voice, digital and social channels. 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-z-10"></div></div><div data-el="ref"><div class="w-full max-w-[312px] tablet-sm:max-w-[688px] desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] mx-auto"><div class="w-full pt-8 tablet-sm:pt-16 desktop-sm:pt-14 desktop-lg:pt-16 pb-16 tablet-sm:pb-[108px] desktop-sm:pb-[140px] desktop-lg:pb-[180px]"><div class="w-full flex max-desktop-sm:flex-col gap-y-8 tablet-sm:gap-y-12 gap-x-[116px] desktop-lg:gap-x-[168px]"><div class="desktop-sm:pb-14 desktop-sm:max-w-[548px] desktop-lg:max-w-[724px] desktop-lg:pb-12 desktop-sm:border-lightGrey desktop-sm:border-b-2"><span class="inline-block py-2 px-5 rounded-full bg-strawYellow-300 uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 mb-4 tablet-sm:mb-6">Customer Service</span><h1 class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/heading-3 desktop-sm:text-tablet-sm/heading-2 desktop-lg:text-desktop-large/heading-2">Transform contact center agents into superheroes with AI-powered quality management</h1><div class="text-cometBlack uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-2 desktop-lg:text-desktop-large/overline-2 mt-3 tablet-sm:mt-6 desktop-sm:mt-8">July 11, 2023 • 8 MIN READ</div></div><div class="flex-none w-full desktop-sm:w-[268px] desktop-lg:w-[344px] text-cometBlack pb-10 tablet-sm:pb-12 desktop-sm:pb-8 desktop-lg:pt-14 desktop-lg:pb-7 border-lightGrey border-b-2"><div class="text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-2 uppercase">Authors</div><div class="flex flex-col tablet-sm:max-desktop-sm:flex-row gap-y-4 gap-x-4 mt-2.5 tablet-sm:mt-6"><a class="block flex-1" href="/blog/author/raghavendra-rao/"><div class="flex items-center gap-x-4 group"><img alt="Raghavendra Rao" loading="lazy" width="207" height="266" decoding="async" data-nimg="1" class="flex-none aspect-square rounded-full w-14 object-cover" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/NQE8iYaq6uDnvf5yqWjLq/a3c65fd03ddb1f71db396beb462efb8e/image5__2_.png?w=256&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/NQE8iYaq6uDnvf5yqWjLq/a3c65fd03ddb1f71db396beb462efb8e/image5__2_.png?w=640&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/NQE8iYaq6uDnvf5yqWjLq/a3c65fd03ddb1f71db396beb462efb8e/image5__2_.png?w=640&q=50&fm=webp"/><div><div class="text-primaryOceanBlue text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Raghavendra Rao</div><div class="mt-0.5 tablet-sm:mt-1 text-primarySpaceGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Senior Director, Product Management</div></div></div></a><a class="block flex-1" href="/blog/author/priyanka-malik/"><div class="flex items-center gap-x-4 group"><img alt="Priyanka Malik" loading="lazy" width="256" height="256" decoding="async" data-nimg="1" class="flex-none aspect-square rounded-full w-14 object-cover" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/5Dgi0ZB4hGmlHMfXxfqduF/afede8d63b8a41cb0f37594331c1198f/1583156129720__1_.jpg.png?w=256&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/5Dgi0ZB4hGmlHMfXxfqduF/afede8d63b8a41cb0f37594331c1198f/1583156129720__1_.jpg.png?w=640&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/5Dgi0ZB4hGmlHMfXxfqduF/afede8d63b8a41cb0f37594331c1198f/1583156129720__1_.jpg.png?w=640&q=50&fm=webp"/><div><div class="text-primaryOceanBlue text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Priyanka Malik</div><div class="mt-0.5 tablet-sm:mt-1 text-primarySpaceGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Content Marketer</div></div></div></a></div></div></div><div class="flex gap-[116px] desktop-lg:gap-[168px] mt-10 tablet-sm:mt-8 desktop-sm:mt-12"><div class="w-full desktop-sm:max-w-[548px] desktop-lg:max-w-[724px]"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-primarySpaceGrey space-y-4 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 prose-headings:mb-4 prose-headings:mt-8 tablet-sm:prose-headings:mt-10 prose-img:mt-8 tablet-sm:prose-img:mt-10 prose-a:underline prose-h2:text-mobile-sm/heading-5 tablet-sm:prose-h2:text-tablet-sm/heading-5 desktop-sm:prose-h2:text-tablet-sm/heading-3 desktop-lg:prose-h2:text-desktop-large/heading-4 prose-h3:text-mobile-sm/body-1-bold tablet-sm:prose-h3:text-tablet-sm/heading-6 desktop-sm:prose-h3:text-tablet-sm/heading-4 desktop-lg:prose-h3:text-desktop-large/heading-5 prose-h4:text-mobile-sm/body-2-bold tablet-sm:prose-h4:text-tablet-sm/heading-6 desktop-sm:prose-h4:text-tablet-sm/heading-5 desktop-lg:prose-h4:text-desktop-large/heading-5 prose-img:mx-auto"><p>Quality management (QM) is a mission-critical function and the secret to enhancing customer experiences and boosting productivity. Imagine reducing your average handle time by <strong class="font-bold">10% - 40%</strong>. But QM goes beyond efficiency gains. </p><p>It also fuels agent engagement, uncovers customer insights, and safeguards against fraud. As contact centers embrace automated or AI-enabled QM (AQM) solutions, one thing is clear: quality management is a must-have for those who prioritize customers, agents, and business outcomes.</p><p>Let's explore how implementing quality management solutions can go a long way in upgrading your overall customer experience.</p><div class="p-0.5 rounded-[8px] bg-refreshSkylineBottom mt-8 tablet-sm:mt-10"><div class="bg-white w-full h-full rounded-[6px] p-6"><div class="inline-flex items-center mb-6"><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 22 24" class="inline h-6 me-2.5"><path fill="#000" d="M20.778 24H1.222A1.211 1.211 0 0 1 0 22.8V1.2C0 .537.547 0 1.222 0h19.556C21.453 0 22 .537 22 1.2v21.6c0 .663-.547 1.2-1.222 1.2ZM6.11 6v2.4h9.778V6H6.11Zm0 4.8v2.4h9.778v-2.4H6.11Zm0 4.8V18h6.111v-2.4h-6.11Z"></path></svg><span class="text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Table of Contents</span></div><ul class="not-prose ms-6 [list-style:initial] [&>li:first-of-type]:mt-0 [&>li:last-of-type]:mb-0"><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-0">Customer expectations are changing - Is your contact center keeping up</a></li><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-1">From reactive to proactive: Powering quality management with AI</a></li><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-2">Role of AI in streamlining quality management</a></li><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-3">Sprinklr success story: Mini case-study</a></li></ul></div></div><h2><span id="toc-0" class="relative -top-[200px]"></span><strong class="font-bold">Customer expectations are changing - Is your contact center keeping up</strong></h2><p>In this era of automation and advanced technology, it's surprising that many contact centers are still stuck with outdated manual quality management processes. This reliance on manual methods causes several challenges and gaps in contact center quality management. </p><p>Let's dive into the key challenges.</p><h3>1. Manual quality check audits are inconsistent and inefficient</h3><p>Manual ways of quality management are not only time-consuming but also inconsistent due to the inherent risk of human error, bias, and inefficiency. The arduous task of manually auditing interactions can drain valuable resources and hinder productivity. </p><p>Without a streamlined quality management (QM) solution, contact centers face an uphill battle in ensuring consistent and objective evaluations of customer interactions.</p><h3>2. Maintaining a prominent level of quality checks for every contact is challenging</h3><p>Monitoring customer interactions across support channels for valuable insights presents another significant challenge. Considering the vast volume of customer interactions in contact centers, quality managers can realistically monitor only a small percentage, typically around <strong class="font-bold">10%</strong>. Additionally, consolidating, and gleaning insights from spreadsheets is highly inconvenient.</p><p>This limited oversight means that critical insights and trends may go unnoticed, leading to missed opportunities for improvement. Without comprehensive monitoring, contact centers fail to grasp customers' needs, pain points, and expectations.</p><h3>3. Limited avenues to improve agent performance</h3><p>The task of integrating numerous quality checks from various sources for building an agent coaching plan is humanely impossible. Therefore, contact centers need a comprehensive solution that provides actionable insights and feedback to help agents grow and excel in their roles. Without such a system, contact centers may struggle to identify areas for improvement, provide timely coaching, and foster ongoing development for their agents.</p><h3>4. Low-cost efficiency</h3><p>The financial aspect also comes into play when considering the cost associated with manual audits. Even with the ambition to audit a mere <strong class="font-bold">10%</strong> of interactions, it would require a significant workforce, potentially consisting of hundreds of individuals. The resource-intensive nature of manual audits can quickly add up in terms of both time and financial investment.</p><h3>5. A gap in agent-specific routing</h3><p>One of the key gaps in agent management is the inability to identify individual agent strengths and effectively route specific cases accordingly. Contact centers require a robust QM system that can accurately assess agent capabilities and assign tasks that align with their expertise. </p><p>By leveraging the power of AI-powered QM solutions, contact centers can optimize their operations by ensuring the right agents handle the right cases, resulting in enhanced customer experiences and improve overall efficiency.</p><div class="rounded-[8px] overflow-hidden not-prose tablet-sm:flex tablet-sm:max-desktop-sm:max-w-[688px] desktop-sm:max-desktop-lg:max-w-[550px] desktop-sm:w-full"><img loading="lazy" width="800" height="800" decoding="async" data-nimg="1" class="max-tablet-sm:h-[170px] tablet-sm:w-[220px] desktop-sm:w-[190px] desktop-lg:w-[316px] object-cover flex-none block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/6kmknPkBCk7a3XuB0ERN11/97774e9aec5b1154778c49a911f90d05/Frame_4.png?w=828&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/6kmknPkBCk7a3XuB0ERN11/97774e9aec5b1154778c49a911f90d05/Frame_4.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/6kmknPkBCk7a3XuB0ERN11/97774e9aec5b1154778c49a911f90d05/Frame_4.png?w=1920&q=50&fm=webp"/><div class="p-6 tablet-sm:py-16 tablet-sm:px-10 desktop-sm:py-12 desktop-sm:px-6 desktop-lg:py-11 desktop-lg:px-8 bg-secondaryBlanc flex-1"><div class="text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-4">Contact Center AI Maturity Assessment</div><a data-link-type="external" href="https://www.sprinklr.com/lp/ai-maturity-assessment/"><div class="spr-btn spr-btn-primary spr-btn-default mt-4"><span>Start Assessment</span></div></a></div></div><h2><span id="toc-1" class="relative -top-[200px]"></span><strong class="font-bold">From reactive to proactive: Powering quality management with AI</strong></h2><p>It's time for contact centers to shift from a reactive to a proactive customer service approach. And guess what? AI-powered quality management is the notable change that can make it happen. By embracing these key principles, contact centers can revolutionize the quality of customer interactions and take their service to the next level.</p><h3>1. Customer centricity</h3><p>AI-powered quality management puts the customer front and center. It enables you to truly understand and meet customers' needs by leveraging advanced analytics and AI algorithms. AI leverages the varied data breadcrumbs customers leave as feedback throughout the journey. With a deep understanding of customer preferences and behavior, your contact centers can delight customers with personalized experiences.</p><h3>2. Process-based approach</h3><p>AI-powered quality management optimizes resource allocation through streamlined workflows, bottleneck elimination, and enhanced efficiency and consistency. By automating tasks and intelligently allocating resources, AI optimizes processes and saves time and human effort. </p><p>The analytical capabilities empower you to make informed data-driven decisions. Standardized processes enforced by AI ensure precision and compliance, improving quality and customer satisfaction. Overall, AI integration in quality management drives operational performance and business success.</p><h3>3. Data-driven decision making</h3><p>Accessing and integrating data from diverse point solutions poses a significant challenge for contact centers, and hinders the ability of agents and managers to gather actionable insights effectively. </p><p>But, you can solve this issue by leveraging the <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/contact-center-kpi/">power of contact center KPIs</a>.</p><p>Real-time access to key performance indicators (KPIs), customer satisfaction (CSAT) scores, and performance insights is a game-changer for contact centers. These real-time insights will help understand which agent has what skills for case routing and helps plan agent coaching plan with required training time.</p><p>AI-powered quality management integrates with customer relationship management (CRM) systems, allowing contact centers to make informed data-driven decisions, identify trends and scope of improvement.</p><h3>4. Agent empowerment</h3><p>Empowering agents is crucial for delivering exceptional customer service. AI-powered quality management equips agents with the tools (like guided workflows and agent desktop) and insights they need to excel in their roles. By providing agents with real-time feedback, coaching, and access to relevant customer data, contact centers can empower their frontline team to deliver personalized solutions.</p><h3>5. Operational efficiency</h3><p>Quality management solution provides granular data based on service level agreements (SLAs), regions, products, and time frames. Moreover, it leverages sentiment analysis capabilities to improve the experience with chatbots and support agents. </p><p>Soon the quality management output will become an input for workforce management. It will help in planning the right skilled agents available at the right time with allocated upskilling/training time.</p><h3>How can Sprinklr help</h3><p>Sprinklr's AI-powered <a class="font-semibold text-primaryOceanBlue hover:underline" href="/products/customer-service/quality-management/">quality management solution</a> evaluates <strong class="font-bold">100% </strong>of your customer conversations using AI-based scoring, real-time voice call transcripts, and key moments’ timelines. It enables you to uncover real-time agent performance and compliance-related insights to deliver contextual, constructive feedback, transforming your support agents to service superheroes.</p><h2><span id="toc-2" class="relative -top-[200px]"></span>Role of AI in streamlining quality management</h2><p>Here's how AI transforms quality management and can impact your contact centers.</p><h3>1. Automated quality management</h3><p>Quality management solutions use AI-based scoring to assess the hard and soft skills of agents. By leveraging AI algorithms, you can accurately evaluate agent performance and provide targeted coaching and development to empower them. In addition to providing real-time insights, the QM solution also provides timeline views for both voice and non-voice cases. </p><p>For example, <a class="font-semibold text-primaryOceanBlue hover:underline" href="/stories/cdiscount/">Cdiscount</a> leverages Sprinklr's voice analytics capabilities to analyse <strong class="font-bold">100%</strong> of its call and digital contact volume, understand customer sentiments and call quality management. The quality management solution enabled Cdiscount to analyse over <strong class="font-bold">800k </strong>calls and increase operational efficiency by over <strong class="font-bold">30%</strong>. </p><h3>2. Automated sampling and calibration of manual audit</h3><p>AI algorithms can be employed by contact centers to select and review interactions, resulting in a notable reduction in the time and effort spent on manual audits. This automation ensures consistency and accuracy in auditing process, leading to more reliable and actionable insights.</p><h3>3. Robust analytics capabilities</h3><p>Quality managers, supervisors and executives can access case analytics views to analyse trends, gaps and make informed decisions. Furthermore, AI-powered aggregate-level agent insights provide a comprehensive overview of agent performance, helping contact centers optimize resource allocation and drive continuous improvement.</p><h3>4. Performance management</h3><p>AI-powered quality management also supports performance management by offering agent insights and smart alerts. Contact centers can track service level agreements (SLAs) and escalations in real-time, allowing for proactive intervention and resolution. Custom coaching and guidance based on AI-driven insights enables agents to enhance their skills and deliver outstanding customer service.</p><h2><span id="toc-3" class="relative -top-[200px]"></span>Sprinklr success story: Mini case-study</h2><p>A multinational online retailer leverages Sprinklr’s AI-powered quality management tool to get visibility into agent performance and automate their manual audit process.</p><h3>Challenges</h3><ul><li class="m-0 p-0">The customer leverages an audit checklist of <strong class="font-bold">15</strong> parameters to evaluate agent performance</li><li class="m-0 p-0">The quality managers had to invest several man hours reading the entire case conversation</li><li class="m-0 p-0">Due to the above constraints, quality managers could evaluate only <strong class="font-bold">2%</strong> of the total closed cases and agent insights were not available</li></ul><h3>Solution</h3><ul><li class="m-0 p-0">Al-model was deployed to analyse <strong class="font-bold">100%</strong> cases across Facebook and X, formerly Twitter on 8 parameters such as grammar, empathy, customer experience, troubleshooting and more </li><li class="m-0 p-0">There are clear agent insights available to uncover the scope of improvement and individual strengths </li></ul><h3>Result</h3><p>The customer was able to automate <strong class="font-bold">53.3%</strong> of their manual quality audit process</p><p>In conclusion, AI plays a pivotal role in streamlining quality management in contact centers. Through automated processes, AI-based scoring, comprehensive analytics, and performance management capabilities, contact centers can achieve new levels of efficiency, effectiveness, and customer satisfaction.</p><div class="rounded-[8px] overflow-hidden not-prose tablet-sm:flex tablet-sm:max-desktop-sm:max-w-[688px] desktop-sm:max-desktop-lg:max-w-[550px] desktop-sm:w-full"><img loading="lazy" width="820" height="486" decoding="async" data-nimg="1" class="max-tablet-sm:h-[170px] tablet-sm:w-[220px] desktop-sm:w-[190px] desktop-lg:w-[316px] object-cover flex-none block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1tDq8FSFCXcXXqfSEScrdO/40f29c3e3681b78a36cccc02396c4d43/modern-care__1_.jpg?w=828&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/1tDq8FSFCXcXXqfSEScrdO/40f29c3e3681b78a36cccc02396c4d43/modern-care__1_.jpg?w=1920&q=50&fm=webp 2x" 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after:h-10"><div class="text-cometBlack text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-2 uppercase mb-6">Table of contents</div><div class="relative [--scrollbar-width:4px] before:absolute before:top-0 before:w-[calc(100%-var(--scrollbar-width))] before:h-5 before:z-30 before:block before:pointer-events-none before:bg-gradient-to-b before:from-white before:to-transparent before:transition-opacity before:duration-200 after:absolute after:bottom-0 before:left-0 after:w-[calc(100%-var(--scrollbar-width))] after:h-5 after:z-30 after:block after:pointer-events-none after:bg-gradient-to-t after:from-white after:to-transparent after:transition-opacity after:duration-200 before:opacity-0 after:opacity-0"><div class="relative not-prose [list-style:initial] toc-scrollbar pe-4 max-h-[268px] desktop-lg:max-h-[278px] overflow-y-auto"><ul class="space-y-4 desktop-lg:space-y-6"></ul></div></div></div></div><div class="transition-opacity duration-500 opacity-0"><div class="rounded w-full bg-angledSkyGradient p-4 desktop-lg:p-6"><p class="whitespace-pre-line text-tablet-sm/heading-5 desktop-lg:text-tablet/heading-4 mb-3 desktop-lg:mb-4">Let Sprinklr reduce your contact center costs</p><p class="whitespace-pre-line text-tablet-sm/body-4 desktop-lg:text-tablet-sm/body-3 mb-6 desktop-lg:mb-8">Make life easier for your customers, your agents and yourself with Sprinklr’s all-in-one contact center platform.</p><a href="/demo-care/"><div class="spr-btn spr-btn-primary spr-btn-default"><span>REQUEST DEMO</span></div></a></div></div><div class="transition-opacity duration-500 opacity-0"><div class="flex-none w-full desktop-sm:w-[268px] desktop-lg:w-[340px] text-cometBlack my-10 border-lightGrey border-b-2"></div><div class="text-cometBlack text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-2 uppercase mb-6">Related Articles</div><div class="space-y-4"><div class=" text-primaryOceanBlue text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 hover:underline"><a href="/blog/customer-service-technology/">Customer Service Technology: Examples and Trends to Consider</a></div><div class=" text-primaryOceanBlue text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 hover:underline"><a href="/blog/call-center-machine-learning/">Machine Learning in Call Centers: A Guide to Get Started</a></div><div class=" text-primaryOceanBlue text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 hover:underline"><a href="/blog/talkdesk-alternatives/">Talkdesk Alternatives: Top 8 Competitors in 2024-25</a></div></div></div></div></div></div><div class="w-full desktop-sm:max-w-[548px] desktop-lg:max-w-[724px]"><div class="flex max-tablet-sm:flex-col items-center tablet-sm:justify-between gap-y-4 py-6 tablet-sm:py-4 desktop-lg:py-6 border-lightGrey border-t-2 border-b-2 mt-10 tablet-sm:mt-14 desktop-sm:mt-10 desktop-lg:mt-14"><div class="uppercase text-mobile-sm/overline-2 tablet-sm:text-tablet-sm/overline-2 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data-link-type="external" href="https://www.instagram.com/sprinklr/"><div class="bg-white h-10 shrink-0 aspect-square rounded-full flex items-center justify-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 21 20" class="fill-black h-3.5"><path d="M10.14 2.455c2.633 0 2.942.011 3.982.057.963.042 1.483.198 1.83.33.462.176.791.381 1.135.716.344.335.56.654.736 1.103.133.339.297.844.34 1.78.047 1.012.058 1.312.058 3.872 0 2.56-.011 2.86-.058 3.872-.043.936-.204 1.442-.34 1.78-.18.45-.392.769-.736 1.104a3.018 3.018 0 0 1-1.134.715c-.348.13-.868.289-1.83.33-1.041.046-1.35.058-3.983.058-2.632 0-2.941-.012-3.982-.057-.962-.042-1.482-.198-1.83-.331a3.066 3.066 0 0 1-1.135-.715 2.92 2.92 0 0 1-.735-1.103c-.133-.339-.297-.845-.34-1.78-.047-1.012-.059-1.313-.059-3.873 0-2.56.012-2.86.059-3.872.043-.936.203-1.441.34-1.78.18-.449.391-.768.735-1.103a3.02 3.02 0 0 1 1.135-.715c.348-.13.868-.29 1.83-.331 1.04-.05 1.354-.057 3.982-.057Zm0-1.727c-2.675 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stroke-linejoin="round" class="h-4 w-4 shrink-0 transition-transform duration-200"><path d="m6 9 6 6 6-6"></path></svg></button></div><div data-state="closed" id="radix-:Riplqfnnkva:" hidden="" role="region" aria-labelledby="radix-:R2plqfnnkva:" data-orientation="vertical" class="overflow-hidden text-sm transition-all data-[state=closed]:animate-accordion-up data-[state=open]:animate-accordion-down pb-2 pt-0" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div><div data-state="closed" data-orientation="vertical" class="border-b border-b-cometBlack"><div class="flex"><button type="button" aria-controls="radix-:Rkplqfnnkva:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R4plqfnnkva:" class="flex flex-1 items-center justify-between py-4 font-medium transition-all [&[data-state=open]>svg]:rotate-180 hover:no-underline" data-radix-collection-item=""><p class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/body-1-bold">Solutions</p><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="h-4 w-4 shrink-0 transition-transform duration-200"><path d="m6 9 6 6 6-6"></path></svg></button></div><div data-state="closed" id="radix-:Rkplqfnnkva:" hidden="" role="region" aria-labelledby="radix-:R4plqfnnkva:" data-orientation="vertical" class="overflow-hidden text-sm transition-all data-[state=closed]:animate-accordion-up data-[state=open]:animate-accordion-down pb-2 pt-0" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div><div data-state="closed" data-orientation="vertical" class="border-b border-b-cometBlack"><div class="flex"><button type="button" aria-controls="radix-:Rmplqfnnkva:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R6plqfnnkva:" class="flex flex-1 items-center justify-between py-4 font-medium transition-all [&[data-state=open]>svg]:rotate-180 hover:no-underline" data-radix-collection-item=""><p class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/body-1-bold">Company</p><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="h-4 w-4 shrink-0 transition-transform duration-200"><path d="m6 9 6 6 6-6"></path></svg></button></div><div data-state="closed" id="radix-:Rmplqfnnkva:" hidden="" role="region" aria-labelledby="radix-:R6plqfnnkva:" data-orientation="vertical" class="overflow-hidden text-sm transition-all data-[state=closed]:animate-accordion-up data-[state=open]:animate-accordion-down pb-2 pt-0" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div><div data-state="closed" data-orientation="vertical" class="border-b border-b-cometBlack"><div class="flex"><button type="button" aria-controls="radix-:Roplqfnnkva:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R8plqfnnkva:" class="flex flex-1 items-center justify-between py-4 font-medium transition-all [&[data-state=open]>svg]:rotate-180 hover:no-underline" data-radix-collection-item=""><p class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/body-1-bold">Resources</p><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="h-4 w-4 shrink-0 transition-transform duration-200"><path d="m6 9 6 6 6-6"></path></svg></button></div><div data-state="closed" id="radix-:Roplqfnnkva:" hidden="" role="region" aria-labelledby="radix-:R8plqfnnkva:" data-orientation="vertical" class="overflow-hidden text-sm transition-all data-[state=closed]:animate-accordion-up data-[state=open]:animate-accordion-down pb-2 pt-0" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div></div></div><div class="hidden desktop-sm:flex desktop-sm:justify-between gap-x-10"><div class="w-[140px] desktop-lg:w-[200px] flex-none"><p class="text-tablet-sm/heading-6 desktop-lg:text-desktop-large/heading-5">Products</p><div class="grid gap-5 text-silverGray grid-cols-2 desktop-sm:grid-cols-1 desktop-sm:gap-y-2 border-t border-cometBlack desktop-sm:border-0 pt-6"><ul class="flex flex-col gap-y-4 tablet-sm:gap-y-6 desktop-sm:gap-2.5"><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/customer-service/">Sprinklr Service</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/consumer-intelligence/">Sprinklr Insights</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/marketing-and-advertising/">Sprinklr Marketing</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/social-media-management/">Sprinklr Social</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/platform/">Unified CXM Platform</a></li></ul></div></div><div class="w-[140px] desktop-lg:w-[200px] flex-none"><p class="text-tablet-sm/heading-6 desktop-lg:text-desktop-large/heading-5">Solutions</p><div class="grid gap-5 text-silverGray desktop-sm:grid-cols-1 desktop-sm:gap-y-2 desktop-sm:border-0 pt-6 grid-cols-1 border-t border-cometBlack"><div class="grid grid-flow-row gap-10 desktop-sm:gap-y-10 auto-cols-fr max-desktop-sm:grid-flow-col"><div><p class="max-tablet-sm:text-mobile-sm/overline-3 text-white uppercase mb-4 tablet-sm:mb-6 desktop-sm:mb-2 desktop-lg:mb-3.5 text-mobile-sm/overline-3 tablet-sm:text-tablet-sm/overline-3">Industries</p><ul class="flex flex-col gap-4 tablet-sm:gap-5 desktop-sm:gap-2 text-silverGray"><li class="block hover:underline"><a href="/industries/cpg/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">CPG</span></a></li><li class="block hover:underline"><a href="/industries/financial-services/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Financial Services</span></a></li><li class="block hover:underline"><a href="/industries/government/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Government</span></a></li><li class="block hover:underline"><a href="/industries/retail/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Retail</span></a></li><li class="block hover:underline"><a href="/industries/technology/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Technology</span></a></li><li class="block hover:underline"><a href="/industries/telecom/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Telecommunication</span></a></li><li class="block hover:underline"><a href="/industries/travel-hospitality/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Travel & Hospitality</span></a></li></ul></div><div><p class="max-tablet-sm:text-mobile-sm/overline-3 text-white uppercase mb-4 tablet-sm:mb-6 desktop-sm:mb-2 desktop-lg:mb-3.5 text-mobile-sm/overline-3 tablet-sm:text-tablet-sm/overline-3">Teams</p><ul class="flex flex-col gap-4 tablet-sm:gap-5 desktop-sm:gap-2 text-silverGray"><li class="block hover:underline"><a href="/teams/marketing/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Marketing</span></a></li><li class="block hover:underline"><a href="/teams/customer-service/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Customer Service</span></a></li></ul></div></div></div></div><div class="w-[140px] desktop-lg:w-[200px] flex-none"><p class="text-tablet-sm/heading-6 desktop-lg:text-desktop-large/heading-5">Company</p><div class="grid gap-5 text-silverGray grid-cols-2 desktop-sm:grid-cols-1 desktop-sm:gap-y-2 border-t border-cometBlack desktop-sm:border-0 pt-6"><ul class="flex flex-col gap-y-4 tablet-sm:gap-y-6 desktop-sm:gap-2.5"><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/our-story/">Our Story</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/newsroom/">Newsroom</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/partners/">Partners</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/careers/">Careers</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a data-link-type="external" href="https://investors.sprinklr.com/">Investor Relations</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/trust/">Security & Privacy</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/stories/">Customer Stories</a></li></ul><div class="grid grid-flow-row gap-10 desktop-sm:gap-y-10 desktop-sm:mt-8"><div><p class="max-tablet-sm:text-mobile-sm/overline-3 text-white uppercase mb-4 tablet-sm:mb-6 desktop-sm:mb-2 desktop-lg:mb-3.5 text-mobile-sm/overline-3 tablet-sm:text-tablet-sm/overline-3">Support</p><ul class="flex flex-col gap-4 tablet-sm:gap-5 desktop-sm:gap-2 text-silverGray"><li class="block hover:underline"><a data-link-type="external" href="https://developer.sprinklr.com/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Developer Portal</span></a></li><li class="block hover:underline"><a href="/products/platform/integrations/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Integrations</span></a></li><li class="block hover:underline"><a href="/help/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Help Center</span></a></li><li class="block hover:underline"><a href="/contact-us/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Contact Us</span></a></li></ul></div></div></div></div><div class="flex flex-col w-[140px] desktop-lg:w-[200px]"><p class="text-tablet-sm/heading-6 desktop-lg:text-desktop-large/heading-5">Resources</p><div class="grid gap-5 text-silverGray grid-cols-2 desktop-sm:grid-cols-1 desktop-sm:gap-y-2 border-t border-cometBlack desktop-sm:border-0 pt-6"><ul class="flex flex-col gap-y-4 tablet-sm:gap-y-6 desktop-sm:gap-2.5"><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/analyst-reports/">Analyst Reports</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/demo-center/">Sprinklr Demo Center</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/cx-wise/">Podcasts</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/blog/">Blog</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/cxm/">Guides</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/resources/">eBooks</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/events/">Events & Webinars</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/lp/socialverse2023/">Masterclass</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/services/">Services</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/sprinklr-training/">Training</a></li></ul></div></div><div class="flex flex-col gap-8 w-[140px] desktop-lg:w-[200px]"><div><p class="max-tablet-sm:text-mobile-sm/overline-3 text-white mb-4 tablet-sm:mb-6 desktop-sm:mb-2 desktop-lg:mb-3.5 tablet-sm:text-tablet-sm/heading-6 desktop-lg:text-desktop-large/heading-5 normal-case">Social Media Topics</p><ul class="flex flex-col gap-4 tablet-sm:gap-5 desktop-sm:gap-2 text-silverGray"><li class="block hover:underline"><a href="/cxm/social-listening/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Social Listening Guide</span></a></li><li class="block hover:underline"><a href="/cxm/social-media-monitoring/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Social Media Monitoring</span></a></li><li class="block hover:underline"><a href="/cxm/social-media-management/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Social Media Management</span></a></li><li class="block hover:underline"><a href="/social-media-glossary/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Social Media Glossary</span></a></li></ul></div><div><p class="max-tablet-sm:text-mobile-sm/overline-3 text-white mb-4 tablet-sm:mb-6 desktop-sm:mb-2 desktop-lg:mb-3.5 tablet-sm:text-tablet-sm/heading-6 desktop-lg:text-desktop-large/heading-5 normal-case">Customer Service Topics</p><ul class="flex flex-col gap-4 tablet-sm:gap-5 desktop-sm:gap-2 text-silverGray"><li class="block hover:underline"><a href="/cxm/ccaas/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">CCaaS Guide</span></a></li><li class="block hover:underline"><a href="/cxm/what-is-customer-service/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Customer Service</span></a></li><li class="block hover:underline"><a href="/cxm/contact-center-ai/"><span class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Contact Center AI (CCAI)</span></a></li><li class="block hover:underline"><a href="/customer-service-glossary/"><span class="block text-mobile-sm/body-3 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By leveraging historical data, AI and machine learning, predictive service tools enable you to foresee potential issues, customer behaviors and even preferences.\",\"nodeType\":\"text\"}\n48c:[\"$48d\",\"$490\",\"$496\"]\n48a:{\"data\":\"$48b\",\"content\":\"$48c\",\"nodeType\":\"paragraph\"}\n49a:{}\n49d:{}\n49e:[]\n49c:{\"data\":\"$49d\",\"marks\":\"$49e\",\"value\":\"With data now at their fingertips, you can analyze past interactions and identify patterns that suggest what a customer might need next — whether resolving an issue, offering product recommendations or providing personalized follow-ups. \",\"nodeType\":\"text\"}\n49b:[\"$49c\"]\n499:{\"data\":\"$49a\",\"content\":\"$49b\",\"nodeType\":\"paragraph\"}\n4a0:{}\n4a3:{}\n4a4:[]\n4a2:{\"data\":\"$4a3\",\"marks\":\"$4a4\",\"value\":\"For instance, \",\"nodeType\":\"text\"}\n4a6:{}\n4a8:{\"type\":\"bold\"}\n4a7:[\"$4a8\"]\n4a5:{\"data\":\"$4a6\",\"marks\":\"$4a7\",\"value\":\"Amazon\",\"nodeType\":\"text\"}\n4aa:{}\n4ab:[]\n4a9:{\"data\":\"$4aa\",\"marks\":\"$4ab\",\"value\":\" uses predictive customer service to enhance its user experience by forecasting delivery times based on data from past orders and user preferences. By proactively informing customers abou"])</script><script>self.__next_f.push([1,"t potential delays or offering faster shipping options, Amazon prevents frustration and ensures customers feel supported, not reactive to their needs. \",\"nodeType\":\"text\"}\n4a1:[\"$4a2\",\"$4a5\",\"$4a9\"]\n49f:{\"data\":\"$4a0\",\"content\":\"$4a1\",\"nodeType\":\"paragraph\"}\n4ad:{}\n4b0:{}\n4b2:{\"type\":\"bold\"}\n4b1:[\"$4b2\"]\n4af:{\"data\":\"$4b0\",\"marks\":\"$4b1\",\"value\":\"5 customer service technology trends to watch in 2025 and beyond\",\"nodeType\":\"text\"}\n4ae:[\"$4af\"]\n4ac:{\"data\":\"$4ad\",\"content\":\"$4ae\",\"nodeType\":\"heading-2\"}\n4b4:{}\n4b7:{}\n4b8:[]\n4b6:{\"data\":\"$4b7\",\"marks\":\"$4b8\",\"value\":\" As businesses strive to stay ahead of rising customer expectations, the landscape of customer service technology is evolving rapidly. With the help of emerging trends, enterprises are transforming their operations to offer hyper-personalized experiences, streamline processes and create innovative solutions. Here’s a look at the customer service technology trends set to define the next few years and how they align with the future of enterprise operations. \",\"nodeType\":\"text\"}\n4b5:[\"$4b6\"]\n4b3:{\"data\":\"$4b4\",\"content\":\"$4b5\",\"nodeType\":\"paragraph\"}\n4ba:{}\n4bd:{}\n4bf:{\"type\":\"bold\"}\n4be:[\"$4bf\"]\n4bc:{\"data\":\"$4bd\",\"marks\":\"$4be\",\"value\":\"1. Hyper-personalization through AI\",\"nodeType\":\"text\"}\n4bb:[\"$4bc\"]\n4b9:{\"data\":\"$4ba\",\"content\":\"$4bb\",\"nodeType\":\"heading-3\"}\n4c1:{}\n4c4:{}\n4c5:[]\n4c3:{\"data\":\"$4c4\",\"marks\":\"$4c5\",\"value\":\"For enterprises, hyper-personalization will extend well beyond simple product recommendations. AI will enable brands to customize every touchpoint — from content and communications to support offerings — ensuring that each interaction feels deeply personal and relevant to the individual. By predicting customer needs and pain points, you will be empowered to proactively resolve issues before they escalate, enhancing overall satisfaction and strengthening loyalty. \",\"nodeType\":\"text\"}\n4c2:[\"$4c3\"]\n4c0:{\"data\":\"$4c1\",\"content\":\"$4c2\",\"nodeType\":\"paragraph\"}\n4c7:{}\n4ca:{}\n4cb:[]\n4c9:{\"data\":\"$4ca\",\"marks\":\"$4cb\",\"value\":\"As this t"])</script><script>self.__next_f.push([1,"rend unfolds, large-scale organizations will leverage AI to improve customer service, drive efficiency, \",\"nodeType\":\"text\"}\n4cd:{\"uri\":\"https://www.sprinklr.com/blog/how-to-reduce-customer-churn/\"}\n4d0:{}\n4d1:[]\n4cf:{\"data\":\"$4d0\",\"marks\":\"$4d1\",\"value\":\"reduce churn\",\"nodeType\":\"text\"}\n4ce:[\"$4cf\"]\n4cc:{\"data\":\"$4cd\",\"content\":\"$4ce\",\"nodeType\":\"hyperlink\"}\n4d3:{}\n4d4:[]\n4d2:{\"data\":\"$4d3\",\"marks\":\"$4d4\",\"value\":\" and increase revenue by tailoring each customer journey based on data-driven insights. This anticipatory approach to customer service will become a key differentiator in a marketplace flooded with alternatives, giving forward-thinking enterprises a competitive edge. \",\"nodeType\":\"text\"}\n4c8:[\"$4c9\",\"$4cc\",\"$4d2\"]\n4c6:{\"data\":\"$4c7\",\"content\":\"$4c8\",\"nodeType\":\"paragraph\"}\n4d6:{}\n4d9:{}\n4db:{\"type\":\"bold\"}\n4da:[\"$4db\"]\n4d8:{\"data\":\"$4d9\",\"marks\":\"$4da\",\"value\":\"2. Voice technology integration in customer service \",\"nodeType\":\"text\"}\n4d7:[\"$4d8\"]\n4d5:{\"data\":\"$4d6\",\"content\":\"$4d7\",\"nodeType\":\"heading-3\"}\n4dd:{}\n4e0:{}\n4e1:[]\n4df:{\"data\":\"$4e0\",\"marks\":\"$4e1\",\"value\":\" Voice technology is poised to be a key player in customer service. From self-service kiosks to in-app voice assistants, businesses will rely on voice technology to offer hands-free, seamless support across multiple touchpoints. The use of voice bots will continue to grow, handling everything from troubleshooting issues to guiding customers through complex processes and even making personalized product recommendations, all without requiring human intervention. \",\"nodeType\":\"text\"}\n4de:[\"$4df\"]\n4dc:{\"data\":\"$4dd\",\"content\":\"$4de\",\"nodeType\":\"paragraph\"}\n4e3:{}\n4e6:{}\n4e7:[]\n4e5:{\"data\":\"$4e6\",\"marks\":\"$4e7\",\"value\":\"For enterprise-grade organizations, integrating voice technology means more than easing customer interactions — it also means enhancing accessibility and driving efficiency at scale. As voice bots manage more tasks, you will be able to reduce wait times, increase \",\"nodeType\":\"text\"}\n4e9:{\"uri\":\"https://www.sprinklr.com/cxm/fi"])</script><script>self.__next_f.push([1,"rst-contact-resolution/\"}\n4ec:{}\n4ed:[]\n4eb:{\"data\":\"$4ec\",\"marks\":\"$4ed\",\"value\":\"first-contact resolution\",\"nodeType\":\"text\"}\n4ea:[\"$4eb\"]\n4e8:{\"data\":\"$4e9\",\"content\":\"$4ea\",\"nodeType\":\"hyperlink\"}\n4ef:{}\n4f0:[]\n4ee:{\"data\":\"$4ef\",\"marks\":\"$4f0\",\"value\":\" and allow agents to focus on higher-value tasks. \",\"nodeType\":\"text\"}\n4e4:[\"$4e5\",\"$4e8\",\"$4ee\"]\n4e2:{\"data\":\"$4e3\",\"content\":\"$4e4\",\"nodeType\":\"paragraph\"}\n4f2:{}\n4f5:{}\n4f7:{\"type\":\"bold\"}\n4f6:[\"$4f7\"]\n4f4:{\"data\":\"$4f5\",\"marks\":\"$4f6\",\"value\":\"Don’t miss this:\",\"nodeType\":\"text\"}\n4f9:{}\n4fa:[]\n4f8:{\"data\":\"$4f9\",\"marks\":\"$4fa\",\"value\":\" \",\"nodeType\":\"text\"}\n4fc:{\"uri\":\"https://www.sprinklr.com/blog/chatbot-vs-voice-bot/\"}\n4ff:{}\n500:[]\n4fe:{\"data\":\"$4ff\",\"marks\":\"$500\",\"value\":\"Chatbot vs. voice bot: Key differences\",\"nodeType\":\"text\"}\n4fd:[\"$4fe\"]\n4fb:{\"data\":\"$4fc\",\"content\":\"$4fd\",\"nodeType\":\"hyperlink\"}\n502:{}\n503:[]\n501:{\"data\":\"$502\",\"marks\":\"$503\",\"value\":\"\",\"nodeType\":\"text\"}\n4f3:[\"$4f4\",\"$4f8\",\"$4fb\",\"$501\"]\n4f1:{\"data\":\"$4f2\",\"content\":\"$4f3\",\"nodeType\":\"paragraph\"}\n505:{}\n508:{}\n50a:{\"type\":\"bold\"}\n509:[\"$50a\"]\n507:{\"data\":\"$508\",\"marks\":\"$509\",\"value\":\"3. Autonomous self-service solutions\",\"nodeType\":\"text\"}\n506:[\"$507\"]\n504:{\"data\":\"$505\",\"content\":\"$506\",\"nodeType\":\"heading-3\"}\n50c:{}\n50f:{}\n510:[]\n50e:{\"data\":\"$50f\",\"marks\":\"$510\",\"value\":\"In the next five years, expect self-service solutions to become far more sophisticated, capable of handling intricate tasks like troubleshooting technical issues, guiding customers through complex product configurations and even offering real-time personalization. These systems will become context-aware — understanding the customer’s situation better — and anticipate needs, proactively solving problems before they escalate. \",\"nodeType\":\"text\"}\n50d:[\"$50e\"]\n50b:{\"data\":\"$50c\",\"content\":\"$50d\",\"nodeType\":\"paragraph\"}\n512:{}\n515:{}\n516:[]\n514:{\"data\":\"$515\",\"marks\":\"$516\",\"value\":\" \",\"nodeType\":\"text\"}\n518:{}\n51a:{\"type\":\"bold\"}\n519:[\"$51a\"]\n517:{\"data\":\"$518\",\"marks\":\"$519\",\"value\":\"4. The rise of e"])</script><script>self.__next_f.push([1,"thical AI \",\"nodeType\":\"text\"}\n513:[\"$514\",\"$517\"]\n511:{\"data\":\"$512\",\"content\":\"$513\",\"nodeType\":\"heading-3\"}\n51c:{}\n51f:{}\n520:[]\n51e:{\"data\":\"$51f\",\"marks\":\"$520\",\"value\":\"Ethical AI goes beyond compliance; it focuses on ensuring that AI use is aligned with the broader goals of privacy, security and non-bias. With AI systems handling sensitive customer data, businesses must ensure that these technologies do not inadvertently discriminate, mislead, or make decisions that undermine customer trust. \",\"nodeType\":\"text\"}\n51d:[\"$51e\"]\n51b:{\"data\":\"$51c\",\"content\":\"$51d\",\"nodeType\":\"paragraph\"}\n522:{}\n525:{}\n526:[]\n524:{\"data\":\"$525\",\"marks\":\"$526\",\"value\":\"Soon, businesses will invest in AI systems that are transparent and auditable, ensuring customers can see how their data is being used. AI models will also be increasingly designed to prioritize fairness, reducing bias in decision-making processes. For example, instead of treating all customer interactions the same, these AI systems will be capable of understanding and respecting cultural and demographic differences, ensuring that all customers receive the same level of quality care and service. \",\"nodeType\":\"text\"}\n523:[\"$524\"]\n521:{\"data\":\"$522\",\"content\":\"$523\",\"nodeType\":\"paragraph\"}\n528:{}\n52b:{}\n52d:{\"type\":\"bold\"}\n52c:[\"$52d\"]\n52a:{\"data\":\"$52b\",\"marks\":\"$52c\",\"value\":\"5. Agentic AI\",\"nodeType\":\"text\"}\n529:[\"$52a\"]\n527:{\"data\":\"$528\",\"content\":\"$529\",\"nodeType\":\"heading-3\"}\n52f:{}\n532:{}\n533:[]\n531:{\"data\":\"$532\",\"marks\":\"$533\",\"value\":\"For enterprises, agentic AI is set to redefine customer service workflows. This autonomous decision-making capability streamlines operations, improves response times and reduces operational bottlenecks. \",\"nodeType\":\"text\"}\n530:[\"$531\"]\n52e:{\"data\":\"$52f\",\"content\":\"$530\",\"nodeType\":\"paragraph\"}\n535:{}\n538:{}\n539:[]\n537:{\"data\":\"$538\",\"marks\":\"$539\",\"value\":\"Also, as these systems become more sophisticated, they'll learn from every interaction, improving over time and offering increasingly intelligent recommendations. Whethe"])</script><script>self.__next_f.push([1,"r it's suggesting the best solution based on customer behavior, offering predictive troubleshooting for technical issues, or adjusting responses based on \",\"nodeType\":\"text\"}\n53b:{\"uri\":\"https://www.sprinklr.com/cxm/customer-sentiment/\"}\n53e:{}\n53f:[]\n53d:{\"data\":\"$53e\",\"marks\":\"$53f\",\"value\":\"customer sentiment\",\"nodeType\":\"text\"}\n53c:[\"$53d\"]\n53a:{\"data\":\"$53b\",\"content\":\"$53c\",\"nodeType\":\"hyperlink\"}\n541:{}\n542:[]\n540:{\"data\":\"$541\",\"marks\":\"$542\",\"value\":\", agentic AI will evolve to meet the ever-growing demands of customers and businesses alike. \",\"nodeType\":\"text\"}\n536:[\"$537\",\"$53a\",\"$540\"]\n534:{\"data\":\"$535\",\"content\":\"$536\",\"nodeType\":\"paragraph\"}\n544:{}\n547:{}\n548:[]\n546:{\"data\":\"$547\",\"marks\":\"$548\",\"value\":\"For large enterprises, adopting agentic AI will result in greater automation of decision-making processes, driving down costs while enhancing service quality. As companies scale their operations, this level of AI autonomy will be essential to efficiently manage high volumes of interactions while ensuring a consistent and \",\"nodeType\":\"text\"}\n54a:{\"uri\":\"https://www.sprinklr.com/blog/personalized-customer-experience/\"}\n54d:{}\n54e:[]\n54c:{\"data\":\"$54d\",\"marks\":\"$54e\",\"value\":\"personalized customer experience\",\"nodeType\":\"text\"}\n54b:[\"$54c\"]\n549:{\"data\":\"$54a\",\"content\":\"$54b\",\"nodeType\":\"hyperlink\"}\n550:{}\n551:[]\n54f:{\"data\":\"$550\",\"marks\":\"$551\",\"value\":\".\",\"nodeType\":\"text\"}\n545:[\"$546\",\"$549\",\"$54f\"]\n543:{\"data\":\"$544\",\"content\":\"$545\",\"nodeType\":\"paragraph\"}\n553:{}\n556:{}\n558:{\"type\":\"bold\"}\n557:[\"$558\"]\n555:{\"data\":\"$556\",\"marks\":\"$557\",\"value\":\"Also Read:\",\"nodeType\":\"text\"}\n55a:{}\n55b:[]\n559:{\"data\":\"$55a\",\"marks\":\"$55b\",\"value\":\" \",\"nodeType\":\"text\"}\n55d:{\"uri\":\"https://www.sprinklr.com/blog/ai-in-customer-service/\"}\n560:{}\n561:[]\n55f:{\"data\":\"$560\",\"marks\":\"$561\",\"value\":\"Role of AI in Customer Service for Large Corporations [2025]\",\"nodeType\":\"text\"}\n55e:[\"$55f\"]\n55c:{\"data\":\"$55d\",\"content\":\"$55e\",\"nodeType\":\"hyperlink\"}\n563:{}\n564:[]\n562:{\"data\":\"$563\",\"marks\":\"$564\",\"value\":\"\",\"nodeType\""])</script><script>self.__next_f.push([1,":\"text\"}\n554:[\"$555\",\"$559\",\"$55c\",\"$562\"]\n552:{\"data\":\"$553\",\"content\":\"$554\",\"nodeType\":\"paragraph\"}\n566:{}\n569:{}\n56b:{\"type\":\"bold\"}\n56a:[\"$56b\"]\n568:{\"data\":\"$569\",\"marks\":\"$56a\",\"value\":\"Actionable tips for implementing customer service technology\",\"nodeType\":\"text\"}\n567:[\"$568\"]\n565:{\"data\":\"$566\",\"content\":\"$567\",\"nodeType\":\"heading-2\"}\n56d:{}\n570:{}\n571:[]\n56f:{\"data\":\"$570\",\"marks\":\"$571\",\"value\":\"When implementing customer service technology in an enterprise environment, the goal should always be to enhance operational efficiency and the customer experience. However, achieving this requires a clear, strategic approach. Here’s how to implement customer service technology practically and effectively.\",\"nodeType\":\"text\"}\n56e:[\"$56f\"]\n56c:{\"data\":\"$56d\",\"content\":\"$56e\",\"nodeType\":\"paragraph\"}\n573:{}\n576:{}\n578:{\"type\":\"bold\"}\n577:[\"$578\"]\n575:{\"data\":\"$576\",\"marks\":\"$577\",\"value\":\"Step 1: 🔬 Start with a thorough assessment of your current systems\",\"nodeType\":\"text\"}\n574:[\"$575\"]\n572:{\"data\":\"$573\",\"content\":\"$574\",\"nodeType\":\"paragraph\"}\n57a:{}\n57d:{}\n57e:[]\n57c:{\"data\":\"$57d\",\"marks\":\"$57e\",\"value\":\"Before diving into new tools, take the time to understand where your existing processes are falling short. Are your customer service agents struggling with manual tasks? Are there bottlenecks in your communication channels? Once you have a clear picture of your pain points, you can make informed decisions about the necessary technologies. Identifying gaps will guide your technology adoption, Whether AI-driven tools, CRM platforms or omnichannel support systems.\",\"nodeType\":\"text\"}\n57b:[\"$57c\"]\n579:{\"data\":\"$57a\",\"content\":\"$57b\",\"nodeType\":\"paragraph\"}\n580:{}\n583:{}\n585:{\"type\":\"bold\"}\n584:[\"$585\"]\n582:{\"data\":\"$583\",\"marks\":\"$584\",\"value\":\"Step 2: 🔁 Prioritize integration. \",\"nodeType\":\"text\"}\n581:[\"$582\"]\n57f:{\"data\":\"$580\",\"content\":\"$581\",\"nodeType\":\"paragraph\"}\n587:{}\n58a:{}\n58b:[]\n589:{\"data\":\"$58a\",\"marks\":\"$58b\",\"value\":\"Your technology stack should work together seamlessly. Implementing new t"])</script><script>self.__next_f.push([1,"ools without considering how they integrate with your existing systems can lead to fragmented workflows and data silos. Look for solutions that offer robust integration with your current CRM, ticketing system and knowledge base. This will ensure smooth data flow across platforms, enhancing overall efficiency.\",\"nodeType\":\"text\"}\n588:[\"$589\"]\n586:{\"data\":\"$587\",\"content\":\"$588\",\"nodeType\":\"paragraph\"}\n58d:{}\n590:{}\n592:{\"type\":\"bold\"}\n591:[\"$592\"]\n58f:{\"data\":\"$590\",\"marks\":\"$591\",\"value\":\"Step 3: 📚 Train your team \",\"nodeType\":\"text\"}\n58e:[\"$58f\"]\n58c:{\"data\":\"$58d\",\"content\":\"$58e\",\"nodeType\":\"paragraph\"}\n594:{}\n597:{}\n598:[]\n596:{\"data\":\"$597\",\"marks\":\"$598\",\"value\":\"No matter how advanced your customer service technology is, its effectiveness depends on how well your team can use it. Invest in comprehensive customer service training programs for your customer service representatives, agents and support staff. They need to understand how to use the technology and how it can help them perform their jobs better. Training should be ongoing, with regular updates to ensure your team is well-versed in any system upgrades or new features.\",\"nodeType\":\"text\"}\n595:[\"$596\"]\n593:{\"data\":\"$594\",\"content\":\"$595\",\"nodeType\":\"paragraph\"}\n59a:{}\n59d:{}\n59f:{\"type\":\"bold\"}\n59e:[\"$59f\"]\n59c:{\"data\":\"$59d\",\"marks\":\"$59e\",\"value\":\"Step 4: 🤝 Don't overlook the human touch\",\"nodeType\":\"text\"}\n59b:[\"$59c\"]\n599:{\"data\":\"$59a\",\"content\":\"$59b\",\"nodeType\":\"paragraph\"}\n5a1:{}\n5a4:{}\n5a5:[]\n5a3:{\"data\":\"$5a4\",\"marks\":\"$5a5\",\"value\":\"While \",\"nodeType\":\"text\"}\n5a7:{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-automation/\"}\n5aa:{}\n5ab:[]\n5a9:{\"data\":\"$5aa\",\"marks\":\"$5ab\",\"value\":\"customer service automation\",\"nodeType\":\"text\"}\n5a8:[\"$5a9\"]\n5a6:{\"data\":\"$5a7\",\"content\":\"$5a8\",\"nodeType\":\"hyperlink\"}\n5ad:{}\n5ae:[]\n5ac:{\"data\":\"$5ad\",\"marks\":\"$5ae\",\"value\":\" is a key component of modern customer service, human agents still play an essential role, especially in handling complex issues. Strive for a balanced approach where technolo"])</script><script>self.__next_f.push([1,"gy supports human agents rather than replacing them. AI tools like chatbots or agent-assist software should help agents become more efficient by providing real-time suggestions and streamlining routine tasks. This will allow agents to focus on more complex or personalized customer interactions, enhancing the overall service quality. \",\"nodeType\":\"text\"}\n5a2:[\"$5a3\",\"$5a6\",\"$5ac\"]\n5a0:{\"data\":\"$5a1\",\"content\":\"$5a2\",\"nodeType\":\"paragraph\"}\n5b0:{}\n5b3:{}\n5b5:{\"type\":\"bold\"}\n5b4:[\"$5b5\"]\n5b2:{\"data\":\"$5b3\",\"marks\":\"$5b4\",\"value\":\"Read\",\"nodeType\":\"text\"}\n5b7:{}\n5b8:[]\n5b6:{\"data\":\"$5b7\",\"marks\":\"$5b8\",\"value\":\" \",\"nodeType\":\"text\"}\n5ba:{\"uri\":\"https://www.sprinklr.com/blog/frictionless-customer-experience/\"}\n5bd:{}\n5be:[]\n5bc:{\"data\":\"$5bd\",\"marks\":\"$5be\",\"value\":\"AI and the human touch: How to fly high in the customer experience sky\",\"nodeType\":\"text\"}\n5bb:[\"$5bc\"]\n5b9:{\"data\":\"$5ba\",\"content\":\"$5bb\",\"nodeType\":\"hyperlink\"}\n5c0:{}\n5c1:[]\n5bf:{\"data\":\"$5c0\",\"marks\":\"$5c1\",\"value\":\"\",\"nodeType\":\"text\"}\n5b1:[\"$5b2\",\"$5b6\",\"$5b9\",\"$5bf\"]\n5af:{\"data\":\"$5b0\",\"content\":\"$5b1\",\"nodeType\":\"paragraph\"}\n5c3:{}\n5c6:{}\n5c8:{\"type\":\"bold\"}\n5c7:[\"$5c8\"]\n5c5:{\"data\":\"$5c6\",\"marks\":\"$5c7\",\"value\":\"Step 5: 📊 Measure success\",\"nodeType\":\"text\"}\n5c4:[\"$5c5\"]\n5c2:{\"data\":\"$5c3\",\"content\":\"$5c4\",\"nodeType\":\"paragraph\"}\n5ca:{}\n5cd:{}\n5ce:[]\n5cc:{\"data\":\"$5cd\",\"marks\":\"$5ce\",\"value\":\"Setting clear KPIs is crucial for determining how well your technology is performing. These metrics include average response time, \",\"nodeType\":\"text\"}\n5d0:{\"uri\":\"https://www.sprinklr.com/help/articles/customer-satisfaction-analysis/what-is-csat-and-how-is-it-scored/65a8f025d39ae90f84200c38/\"}\n5d3:{}\n5d4:[]\n5d2:{\"data\":\"$5d3\",\"marks\":\"$5d4\",\"value\":\"customer satisfaction scores\",\"nodeType\":\"text\"}\n5d1:[\"$5d2\"]\n5cf:{\"data\":\"$5d0\",\"content\":\"$5d1\",\"nodeType\":\"hyperlink\"}\n5d6:{}\n5d7:[]\n5d5:{\"data\":\"$5d6\",\"marks\":\"$5d7\",\"value\":\", agent performance and case resolution rates. Use these insights to fine-tune your strategy and revisit the technology or workflows"])</script><script>self.__next_f.push([1,". Consistently evaluate the performance of your systems and adapt to new challenges or customer expectations.\",\"nodeType\":\"text\"}\n5cb:[\"$5cc\",\"$5cf\",\"$5d5\"]\n5c9:{\"data\":\"$5ca\",\"content\":\"$5cb\",\"nodeType\":\"paragraph\"}\n5dc:{}\n5df:{}\n5e3:{\"type\":\"bold\"}\n5e2:[\"$5e3\"]\n5e4:{}\n5e1:{\"nodeType\":\"text\",\"value\":\"💰 Two cents from Sprinklr\",\"marks\":\"$5e2\",\"data\":\"$5e4\"}\n5e6:[]\n5e7:{}\n5e5:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$5e6\",\"data\":\"$5e7\"}\n5e0:[\"$5e1\",\"$5e5\"]\n5de:{\"nodeType\":\"paragraph\",\"data\":\"$5df\",\"content\":\"$5e0\"}\n5e9:{}\n5ec:[]\n5ed:{}\n5eb:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$5ec\",\"data\":\"$5ed\"}\n5ea:[\"$5eb\"]\n5e8:{\"nodeType\":\"paragraph\",\"data\":\"$5e9\",\"content\":\"$5ea\"}\n5ef:{}\n5f2:[]\n5f3:{}\n5f1:{\"nodeType\":\"text\",\"value\":\"Customer service technology evolves rapidly. What works today might not be the best solution a few years later. Keep an eye on emerging trends and AI technologies and be prepared to iterate on your current systems. This could mean adopting new tools, upgrading your current solutions, or integrating new functionalities to meet growing customer demands. 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Unlike point solutions perpetuating disconnected systems and siloed data, \",\"nodeType\":\"text\"}\n62c:{\"uri\":\"htt"])</script><script>self.__next_f.push([1,"ps://www.sprinklr.com\"}\n62f:{}\n630:[]\n62e:{\"data\":\"$62f\",\"marks\":\"$630\",\"value\":\"Sprinklr\",\"nodeType\":\"text\"}\n62d:[\"$62e\"]\n62b:{\"data\":\"$62c\",\"content\":\"$62d\",\"nodeType\":\"hyperlink\"}\n632:{}\n633:[]\n631:{\"data\":\"$632\",\"marks\":\"$633\",\"value\":\" provides an end-to-end approach that unifies all customer-facing teams, tools, and channels on one AI-powered platform. 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Additionally, monitor operational efficiency, agent productivity and overall impact on customer retention and loyalty.\",\"marks\":\"$673\",\"data\":\"$674\"}\n667:[\"$668\",\"$66b\",\"$672\"]\n665:{\"nodeType\":\"paragraph\",\"data\":\"$666\",\"content\":\"$667\"}\n664:[\"$665\"]\n662:{\"nodeType\":\"document\",\"data\":\"$663\",\"content\":\"$664\"}\n661:{\"contentType\":\"accordionRow\",\"id\":\"5hWfPFlpocc4amTGbso0H7\",\"name\":\"How to measure the effectiveness of a customer service technology solution in an enterprise?\",\"title\":\"How to measure the effectiveness of a customer service technology solution in an enterprise?\",\"content\":\"$662\",\"isIndexable\":true}\n677:{}\n67a:{}\n67d:{}\n67f:{\"type\":\"bold\"}\n67e:[\"$67f\"]\n67c:{\"data\":\"$67d\",\"marks\":\"$67e\",\"value\":\"Advantages:\",\"nodeType\":\"text\"}\n681:{}\n682:[]\n680:{\"data\":\"$681\",\"marks\":\"$682\",\"value\":\" Technology enhances efficiency, enables 24/7 suppo"])</script><script>self.__next_f.push([1,"rt, personalizes customer experiences, and reduces operational costs. It streamlines workflows and empowers agents with tools like AI and analytics for better decision-making. \",\"nodeType\":\"text\"}\n67b:[\"$67c\",\"$680\"]\n679:{\"data\":\"$67a\",\"content\":\"$67b\",\"nodeType\":\"paragraph\"}\n684:{}\n687:{}\n689:{\"type\":\"bold\"}\n688:[\"$689\"]\n686:{\"data\":\"$687\",\"marks\":\"$688\",\"value\":\"Disadvantages:\",\"nodeType\":\"text\"}\n68b:{}\n68c:[]\n68a:{\"data\":\"$68b\",\"marks\":\"$68c\",\"value\":\" Over-reliance on technology can reduce the human touch, lead to system outages, and require significant investment in implementation and maintenance. \",\"nodeType\":\"text\"}\n685:[\"$686\",\"$68a\"]\n683:{\"data\":\"$684\",\"content\":\"$685\",\"nodeType\":\"paragraph\"}\n678:[\"$679\",\"$683\"]\n676:{\"data\":\"$677\",\"content\":\"$678\",\"nodeType\":\"document\"}\n675:{\"contentType\":\"accordionRow\",\"id\":\"5tOjL2Qpvv12uZwxXXhDz8\",\"name\":\"What are the advantages and disadvantages of technology in customer service?\",\"title\":\"What are the advantages and disadvantages of technology in customer service?\",\"content\":\"$676\",\"isIndexable\":true}\n68f:{}\n692:{}\n695:[]\n696:{}\n694:{\"nodeType\":\"text\",\"value\":\"Absolutely. 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Customers expect instant solutions, minimal friction, and seamless interactions across channels — and they’re quick to move on if those expectations aren’t met. Call center machine learning is making its mark here, helping enterprises turn these challenges into opportunities. \",\"nodeType\":\"text\"}\n6b3:[\"$6b4\"]\n6b1:{\"data\":\"$6b2\",\"content\":\"$6b3\",\"nodeType\":\"paragraph\"}\n6b8:{}\n6bb:{}\n6bc:[]\n6ba:{\"data\":\"$6bb\",\"marks\":\"$6bc\",\"value\":\"With rising customer expectations and increasingly complex operations, businesses are leaning on machine learning to deliver what matters most — speed, accuracy and insights that drive exceptional customer experiences. After all, satisfied customers are not only loyal but also more profitable. They spend up to \",\"nodeType\":\"text\"}\n6be:{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"}\n6c1:{}\n6c2:[]\n6c0:{\"data\":\"$6c1\",\"marks\":\"$6c2\",\"value\":\"140%\",\"nodeType\":\"text\"}\n6bf:[\"$6c0\"]\n6bd:{\"data\":\"$6be\",\"content\":\"$6bf\",\"nodeType\":\"hyperlink\"}\n6c4:{}\n6c5:[]\n6c3:{\"data\":\"$6c4\",\"marks\":\"$6c5\",\"value\":\" more than their less satisfied counterparts. \",\"nodeType\":\"text\"}\n6b9:[\"$6ba\",\"$6bd\",\"$6c3\"]\n6b7:{\"data\":\"$6b8\",\"content\":\"$6b9\",\"nodeType\":\"paragraph\"}\n6c7:{}\n6ca:{}\n6cb:[]\n6c9:{\"data\":\"$6ca\",\"marks\":\"$6cb\",\"value\":\"For call centers, this means embracing ML to predict customer needs, streamline workflows and enhance real-time decision-making. In this blog, we’ll discuss real-life examples of machine learning in action, showcasing how it’s transforming call center operations. Also, learn the challenges and some quick tips on how to get started.\",\"nodeType\":\"t"])</script><script>self.__next_f.push([1,"ext\"}\n6c8:[\"$6c9\"]\n6c6:{\"data\":\"$6c7\",\"content\":\"$6c8\",\"nodeType\":\"paragraph\"}\n6cd:{}\n6d0:{}\n6d2:{\"type\":\"bold\"}\n6d1:[\"$6d2\"]\n6cf:{\"data\":\"$6d0\",\"marks\":\"$6d1\",\"value\":\"What is the need for machine learning in call centers?\",\"nodeType\":\"text\"}\n6ce:[\"$6cf\"]\n6cc:{\"data\":\"$6cd\",\"content\":\"$6ce\",\"nodeType\":\"heading-2\"}\n6d4:{}\n6d7:{}\n6d8:[]\n6d6:{\"data\":\"$6d7\",\"marks\":\"$6d8\",\"value\":\"Enterprise-level call centers face growing challenges that make delivering exceptional \",\"nodeType\":\"text\"}\n6da:{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"}\n6dd:{}\n6de:[]\n6dc:{\"data\":\"$6dd\",\"marks\":\"$6de\",\"value\":\"customer service\",\"nodeType\":\"text\"}\n6db:[\"$6dc\"]\n6d9:{\"data\":\"$6da\",\"content\":\"$6db\",\"nodeType\":\"hyperlink\"}\n6e0:{}\n6e1:[]\n6df:{\"data\":\"$6e0\",\"marks\":\"$6e1\",\"value\":\" increasingly complex. High call volumes often result in extended wait times, while limited personalization can leave customers feeling undervalued. \",\"nodeType\":\"text\"}\n6d5:[\"$6d6\",\"$6d9\",\"$6df\"]\n6d3:{\"data\":\"$6d4\",\"content\":\"$6d5\",\"nodeType\":\"paragraph\"}\n6e3:{}\n6e6:{}\n6e7:[]\n6e5:{\"data\":\"$6e6\",\"marks\":\"$6e7\",\"value\":\"Another critical hurdle is \",\"nodeType\":\"text\"}\n6e9:{\"uri\":\"https://www.sprinklr.com/cxm/workforce-management/\"}\n6ec:{}\n6ed:[]\n6eb:{\"data\":\"$6ec\",\"marks\":\"$6ed\",\"value\":\"workforce management\",\"nodeType\":\"text\"}\n6ea:[\"$6eb\"]\n6e8:{\"data\":\"$6e9\",\"content\":\"$6ea\",\"nodeType\":\"hyperlink\"}\n6ef:{}\n6f0:[]\n6ee:{\"data\":\"$6ef\",\"marks\":\"$6f0\",\"value\":\"—balancing staffing levels with fluctuating demand is no small feat. Operational inefficiencies caused by manual processes and outdated systems further hinder performance, negatively impacting agent productivity and \",\"nodeType\":\"text\"}\n6f2:{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"}\n6f5:{}\n6f6:[]\n6f4:{\"data\":\"$6f5\",\"marks\":\"$6f6\",\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}\n6f3:[\"$6f4\"]\n6f1:{\"data\":\"$6f2\",\"content\":\"$6f3\",\"nodeType\":\"hyperlink\"}\n6f8:{}\n6f9:[]\n6f7:{\"data\":\"$6f8\",\"marks\":\"$6f9\",\"value\":\". \",\"nodeType\":\"text\"}\n6e4:[\"$6e5\",\"$6e8\",\"$6ee\",\"$6f1\",\"$6f7\"]\n6e2:{\""])</script><script>self.__next_f.push([1,"data\":\"$6e3\",\"content\":\"$6e4\",\"nodeType\":\"paragraph\"}\n6fb:{}\n6fe:{}\n6ff:[]\n6fd:{\"data\":\"$6fe\",\"marks\":\"$6ff\",\"value\":\" This is where \",\"nodeType\":\"text\"}\n701:{}\n703:{\"type\":\"bold\"}\n702:[\"$703\"]\n700:{\"data\":\"$701\",\"marks\":\"$702\",\"value\":\"call center machine learning\",\"nodeType\":\"text\"}\n705:{}\n706:[]\n704:{\"data\":\"$705\",\"marks\":\"$706\",\"value\":\" steps in, directly addressing these challenges by: \",\"nodeType\":\"text\"}\n6fc:[\"$6fd\",\"$700\",\"$704\"]\n6fa:{\"data\":\"$6fb\",\"content\":\"$6fc\",\"nodeType\":\"paragraph\"}\n708:{}\n70b:{}\n70c:[]\n70a:{\"data\":\"$70b\",\"marks\":\"$70c\",\"value\":\"· \",\"nodeType\":\"text\"}\n70e:{}\n710:{\"type\":\"bold\"}\n70f:[\"$710\"]\n70d:{\"data\":\"$70e\",\"marks\":\"$70f\",\"value\":\"🤖 Automating routine tasks:\",\"nodeType\":\"text\"}\n712:{}\n713:[]\n711:{\"data\":\"$712\",\"marks\":\"$713\",\"value\":\" Machine learning streamlines repetitive functions such as \",\"nodeType\":\"text\"}\n715:{\"uri\":\"https://www.sprinklr.com/cxm/call-routing/\"}\n718:{}\n719:[]\n717:{\"data\":\"$718\",\"marks\":\"$719\",\"value\":\"call routing\",\"nodeType\":\"text\"}\n716:[\"$717\"]\n714:{\"data\":\"$715\",\"content\":\"$716\",\"nodeType\":\"hyperlink\"}\n71b:{}\n71c:[]\n71a:{\"data\":\"$71b\",\"marks\":\"$71c\",\"value\":\", ticket categorization and response suggestions. This allows agents to focus on resolving complex customer issues, enhancing both productivity and outcomes. \",\"nodeType\":\"text\"}\n709:[\"$70a\",\"$70d\",\"$711\",\"$714\",\"$71a\"]\n707:{\"data\":\"$708\",\"content\":\"$709\",\"nodeType\":\"paragraph\"}\n71e:{}\n721:{}\n722:[]\n720:{\"data\":\"$721\",\"marks\":\"$722\",\"value\":\"· \",\"nodeType\":\"text\"}\n724:{}\n726:{\"type\":\"bold\"}\n725:[\"$726\"]\n723:{\"data\":\"$724\",\"marks\":\"$725\",\"value\":\"🎯 Enhancing personalization:\",\"nodeType\":\"text\"}\n728:{}\n729:[]\n727:{\"data\":\"$728\",\"marks\":\"$729\",\"value\":\" ML enables hyper-personalized interactions — tailored product recommendations, sentiment-based responses, and more by analyzing vast amounts of customer data. These interactions drive higher satisfaction and loyalty. \",\"nodeType\":\"text\"}\n71f:[\"$720\",\"$723\",\"$727\"]\n71d:{\"data\":\"$71e\",\"content\":\"$71f\",\"nodeType\":\"paragraph\"}\n72b:{}\n72e:{}\n72f"])</script><script>self.__next_f.push([1,":[]\n72d:{\"data\":\"$72e\",\"marks\":\"$72f\",\"value\":\"· \",\"nodeType\":\"text\"}\n731:{}\n733:{\"type\":\"bold\"}\n732:[\"$733\"]\n730:{\"data\":\"$731\",\"marks\":\"$732\",\"value\":\"📈 Optimizing workforce management:\",\"nodeType\":\"text\"}\n735:{}\n736:[]\n734:{\"data\":\"$735\",\"marks\":\"$736\",\"value\":\" ML-powered predictive analytics help managers create smarter schedules, matching staffing levels with demand peaks and reducing the risks of overstaffing or \",\"nodeType\":\"text\"}\n738:{\"uri\":\"https://www.sprinklr.com/blog/call-center-burnout/\"}\n73b:{}\n73c:[]\n73a:{\"data\":\"$73b\",\"marks\":\"$73c\",\"value\":\"agent burnout\",\"nodeType\":\"text\"}\n739:[\"$73a\"]\n737:{\"data\":\"$738\",\"content\":\"$739\",\"nodeType\":\"hyperlink\"}\n73e:{}\n73f:[]\n73d:{\"data\":\"$73e\",\"marks\":\"$73f\",\"value\":\". \",\"nodeType\":\"text\"}\n72c:[\"$72d\",\"$730\",\"$734\",\"$737\",\"$73d\"]\n72a:{\"data\":\"$72b\",\"content\":\"$72c\",\"nodeType\":\"paragraph\"}\n741:{}\n744:{}\n745:[]\n743:{\"data\":\"$744\",\"marks\":\"$745\",\"value\":\"· \",\"nodeType\":\"text\"}\n747:{}\n749:{\"type\":\"bold\"}\n748:[\"$749\"]\n746:{\"data\":\"$747\",\"marks\":\"$748\",\"value\":\"⚙️ Improving operational efficiency:\",\"nodeType\":\"text\"}\n74b:{}\n74c:[]\n74a:{\"data\":\"$74b\",\"marks\":\"$74c\",\"value\":\" Machine learning eliminates bottlenecks by automating processes, detecting anomalies, reducing manual errors, and ensuring smoother call center operations. \",\"nodeType\":\"text\"}\n742:[\"$743\",\"$746\",\"$74a\"]\n740:{\"data\":\"$741\",\"content\":\"$742\",\"nodeType\":\"paragraph\"}\n74e:{}\n751:{}\n752:[]\n750:{\"data\":\"$751\",\"marks\":\"$752\",\"value\":\" The impact is undeniable. According to Statista, \",\"nodeType\":\"text\"}\n754:{\"uri\":\"https://www.statista.com/statistics/1111204/machine-learning-use-case-frequency/\"}\n757:{}\n758:[]\n756:{\"data\":\"$757\",\"marks\":\"$758\",\"value\":\"57%\",\"nodeType\":\"text\"}\n755:[\"$756\"]\n753:{\"data\":\"$754\",\"content\":\"$755\",\"nodeType\":\"hyperlink\"}\n75a:{}\n75c:{\"type\":\"bold\"}\n75b:[\"$75c\"]\n759:{\"data\":\"$75a\",\"marks\":\"$75b\",\"value\":\" \",\"nodeType\":\"text\"}\n75e:{}\n75f:[]\n75d:{\"data\":\"$75e\",\"marks\":\"$75f\",\"value\":\"of businesses already use\",\"nodeType\":\"text\"}\n761:{}\n763:{\"type\":\"bold\"}\n762:[\"$763\"]\n76"])</script><script>self.__next_f.push([1,"0:{\"data\":\"$761\",\"marks\":\"$762\",\"value\":\" \",\"nodeType\":\"text\"}\n765:{\"uri\":\"https://www.sprinklr.com/blog/machine-learning-in-customer-service/\"}\n768:{}\n769:[]\n767:{\"data\":\"$768\",\"marks\":\"$769\",\"value\":\"machine learning in customer service\",\"nodeType\":\"text\"}\n766:[\"$767\"]\n764:{\"data\":\"$765\",\"content\":\"$766\",\"nodeType\":\"hyperlink\"}\n76b:{}\n76d:{\"type\":\"bold\"}\n76c:[\"$76d\"]\n76a:{\"data\":\"$76b\",\"marks\":\"$76c\",\"value\":\" \",\"nodeType\":\"text\"}\n76f:{}\n770:[]\n76e:{\"data\":\"$76f\",\"marks\":\"$770\",\"value\":\"to enhance customer experiences. Call centers embracing ML report improved \",\"nodeType\":\"text\"}\n772:{\"uri\":\"https://www.sprinklr.com/help/articles/customer-satisfaction-analysis/what-is-csat-and-how-is-it-scored/65a8f025d39ae90f84200c38/\"}\n775:{}\n776:[]\n774:{\"data\":\"$775\",\"marks\":\"$776\",\"value\":\"customer satisfaction (CSAT) scores\",\"nodeType\":\"text\"}\n773:[\"$774\"]\n771:{\"data\":\"$772\",\"content\":\"$773\",\"nodeType\":\"hyperlink\"}\n778:{}\n779:[]\n777:{\"data\":\"$778\",\"marks\":\"$779\",\"value\":\", increased agent productivity, and shifted from reactive problem-solving to \",\"nodeType\":\"text\"}\n77b:{\"uri\":\"https://www.sprinklr.com/blog/proactive-customer-engagement/\"}\n77e:{}\n77f:[]\n77d:{\"data\":\"$77e\",\"marks\":\"$77f\",\"value\":\"proactive customer engagement.\",\"nodeType\":\"text\"}\n77c:[\"$77d\"]\n77a:{\"data\":\"$77b\",\"content\":\"$77c\",\"nodeType\":\"hyperlink\"}\n781:{}\n782:[]\n780:{\"data\":\"$781\",\"marks\":\"$782\",\"value\":\"\",\"nodeType\":\"text\"}\n74f:[\"$750\",\"$753\",\"$759\",\"$75d\",\"$760\",\"$764\",\"$76a\",\"$76e\",\"$771\",\"$777\",\"$77a\",\"$780\"]\n74d:{\"data\":\"$74e\",\"content\":\"$74f\",\"nodeType\":\"paragraph\"}\n784:{}\n787:{}\n789:{\"type\":\"bold\"}\n788:[\"$789\"]\n786:{\"data\":\"$787\",\"marks\":\"$788\",\"value\":\"Key applications of machine learning in call centers\",\"nodeType\":\"text\"}\n785:[\"$786\"]\n783:{\"data\":\"$784\",\"content\":\"$785\",\"nodeType\":\"heading-2\"}\n78b:{}\n78e:{}\n78f:[]\n78d:{\"data\":\"$78e\",\"marks\":\"$78f\",\"value\":\"Machine learning is revolutionizing call center operations, especially for enterprise-scale organizations managing vast volumes of customer interactions daily. By integrating intelligent te"])</script><script>self.__next_f.push([1,"chnologies, businesses can deliver faster, more personalized and highly efficient customer service. Below, we explore one of the most impactful applications of call center machine learning:\",\"nodeType\":\"text\"}\n78c:[\"$78d\"]\n78a:{\"data\":\"$78b\",\"content\":\"$78c\",\"nodeType\":\"paragraph\"}\n791:{}\n794:{}\n796:{\"type\":\"bold\"}\n795:[\"$796\"]\n793:{\"data\":\"$794\",\"marks\":\"$795\",\"value\":\"1. Automated call routing \",\"nodeType\":\"text\"}\n792:[\"$793\"]\n790:{\"data\":\"$791\",\"content\":\"$792\",\"nodeType\":\"paragraph\"}\n798:{}\n79b:{}\n79c:[]\n79a:{\"data\":\"$79b\",\"marks\":\"$79c\",\"value\":\" ML algorithms analyze customer interactions (voice, text, chat, etc.) to understand their intent, sentiment, and urgency. They enable intelligent routing of calls to the most suitable agents (e.g., based on skills, language, and availability). Directing calls to the right agent from the start significantly reduces call resolution times. Faster resolutions and reduced transfers lead to \",\"nodeType\":\"text\"}\n79e:{\"uri\":\"https://www.sprinklr.com/cxm/customer-happiness/\"}\n7a1:{}\n7a2:[]\n7a0:{\"data\":\"$7a1\",\"marks\":\"$7a2\",\"value\":\"happier customers\",\"nodeType\":\"text\"}\n79f:[\"$7a0\"]\n79d:{\"data\":\"$79e\",\"content\":\"$79f\",\"nodeType\":\"hyperlink\"}\n7a4:{}\n7a5:[]\n7a3:{\"data\":\"$7a4\",\"marks\":\"$7a5\",\"value\":\". \",\"nodeType\":\"text\"}\n799:[\"$79a\",\"$79d\",\"$7a3\"]\n797:{\"data\":\"$798\",\"content\":\"$799\",\"nodeType\":\"paragraph\"}\n7a7:{}\n7aa:{}\n7ac:{\"type\":\"bold\"}\n7ab:[\"$7ac\"]\n7a9:{\"data\":\"$7aa\",\"marks\":\"$7ab\",\"value\":\"2. Sentiment analysis \",\"nodeType\":\"text\"}\n7a8:[\"$7a9\"]\n7a6:{\"data\":\"$7a7\",\"content\":\"$7a8\",\"nodeType\":\"paragraph\"}\n7ae:{}\n7b1:{}\n7b2:[]\n7b0:{\"data\":\"$7b1\",\"marks\":\"$7b2\",\"value\":\"Through call center machine learning, you can analyze tone, language, and context to identify customer sentiment during interactions. Identifying frustrated or \",\"nodeType\":\"text\"}\n7b4:{\"uri\":\"https://www.sprinklr.com/blog/how-to-handle-angry-customer/\"}\n7b7:{}\n7b8:[]\n7b6:{\"data\":\"$7b7\",\"marks\":\"$7b8\",\"value\":\"angry customers\",\"nodeType\":\"text\"}\n7b5:[\"$7b6\"]\n7b3:{\"data\":\"$7b4\",\"content\":\"$7b5\",\"nodeType\":\"hype"])</script><script>self.__next_f.push([1,"rlink\"}\n7ba:{}\n7bb:[]\n7b9:{\"data\":\"$7ba\",\"marks\":\"$7bb\",\"value\":\" allows agents to address concerns and prevent escalation proactively. Sentiment analysis data can also be used to identify areas for improvement in \",\"nodeType\":\"text\"}\n7bd:{\"uri\":\"https://www.sprinklr.com/cxm/call-center-agent-training/\"}\n7c0:{}\n7c1:[]\n7bf:{\"data\":\"$7c0\",\"marks\":\"$7c1\",\"value\":\"call center agent training\",\"nodeType\":\"text\"}\n7be:[\"$7bf\"]\n7bc:{\"data\":\"$7bd\",\"content\":\"$7be\",\"nodeType\":\"hyperlink\"}\n7c3:{}\n7c4:[]\n7c2:{\"data\":\"$7c3\",\"marks\":\"$7c4\",\"value\":\" and coaching.\",\"nodeType\":\"text\"}\n7af:[\"$7b0\",\"$7b3\",\"$7b9\",\"$7bc\",\"$7c2\"]\n7ad:{\"data\":\"$7ae\",\"content\":\"$7af\",\"nodeType\":\"paragraph\"}\n7c6:{}\n7c9:{}\n7cb:{\"type\":\"bold\"}\n7ca:[\"$7cb\"]\n7c8:{\"data\":\"$7c9\",\"marks\":\"$7ca\",\"value\":\"3. Predictive analytics \",\"nodeType\":\"text\"}\n7c7:[\"$7c8\"]\n7c5:{\"data\":\"$7c6\",\"content\":\"$7c7\",\"nodeType\":\"paragraph\"}\n7cd:{}\n7d0:{}\n7d1:[]\n7cf:{\"data\":\"$7d0\",\"marks\":\"$7d1\",\"value\":\"ML algorithms analyze historical data (call volumes, contact center agent performance, and customer behavior) to forecast future trends. Predicting call volumes accurately helps optimize staffing levels, minimize wait times, and maximize \",\"nodeType\":\"text\"}\n7d3:{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/agent-utilization/\"}\n7d6:{}\n7d7:[]\n7d5:{\"data\":\"$7d6\",\"marks\":\"$7d7\",\"value\":\"agent utilization\",\"nodeType\":\"text\"}\n7d4:[\"$7d5\"]\n7d2:{\"data\":\"$7d3\",\"content\":\"$7d4\",\"nodeType\":\"hyperlink\"}\n7d9:{}\n7da:[]\n7d8:{\"data\":\"$7d9\",\"marks\":\"$7da\",\"value\":\". Plus, it helps identify potential service disruptions and proactively allocate resources to prevent issues. \",\"nodeType\":\"text\"}\n7ce:[\"$7cf\",\"$7d2\",\"$7d8\"]\n7cc:{\"data\":\"$7cd\",\"content\":\"$7ce\",\"nodeType\":\"paragraph\"}\n7dc:{}\n7df:{}\n7e0:[]\n7de:{\"data\":\"$7df\",\"marks\":\"$7e0\",\"value\":\"\",\"nodeType\":\"text\"}\n7e2:{\"uri\":\"https://fernfortuniversity.com/essay/entrepreneurship_case/jennie-maze-limited-enhancing-call-center-performance-using-predictive-analytics-2107\"}\n7e5:{}\n7e6:[]\n7e4:{\"data\":\"$7e5\",\"marks\":\"$7e6\",\"value\":\"Jennie Maze L"])</script><script>self.__next_f.push([1,"imited\",\"nodeType\":\"text\"}\n7e3:[\"$7e4\"]\n7e1:{\"data\":\"$7e2\",\"content\":\"$7e3\",\"nodeType\":\"hyperlink\"}\n7e8:{}\n7e9:[]\n7e7:{\"data\":\"$7e8\",\"marks\":\"$7e9\",\"value\":\", a rapidly growing insurance company, faced challenges in managing its call center operations, including high call volumes, uneven agent workload distribution and difficulty predicting \",\"nodeType\":\"text\"}\n7eb:{\"uri\":\"https://www.sprinklr.com/blog/customer-needs/\"}\n7ee:{}\n7ef:[]\n7ed:{\"data\":\"$7ee\",\"marks\":\"$7ef\",\"value\":\"customer needs\",\"nodeType\":\"text\"}\n7ec:[\"$7ed\"]\n7ea:{\"data\":\"$7eb\",\"content\":\"$7ec\",\"nodeType\":\"hyperlink\"}\n7f1:{}\n7f2:[]\n7f0:{\"data\":\"$7f1\",\"marks\":\"$7f2\",\"value\":\". The company implemented a comprehensive predictive analytics strategy focusing on time series forecasting to address these issues. This data-driven approach enabled Jennie Maze Limited to proactively anticipate customer needs, optimize agent scheduling and improve overall customer satisfaction. \",\"nodeType\":\"text\"}\n7dd:[\"$7de\",\"$7e1\",\"$7e7\",\"$7ea\",\"$7f0\"]\n7db:{\"data\":\"$7dc\",\"content\":\"$7dd\",\"nodeType\":\"paragraph\"}\n7f4:{}\n7f7:{}\n7f9:{\"type\":\"bold\"}\n7f8:[\"$7f9\"]\n7f6:{\"data\":\"$7f7\",\"marks\":\"$7f8\",\"value\":\"4. Conversational AI and chatbots\",\"nodeType\":\"text\"}\n7fb:{}\n7fc:[]\n7fa:{\"data\":\"$7fb\",\"marks\":\"$7fc\",\"value\":\" \",\"nodeType\":\"text\"}\n7f5:[\"$7f6\",\"$7fa\"]\n7f3:{\"data\":\"$7f4\",\"content\":\"$7f5\",\"nodeType\":\"paragraph\"}\n7fe:{}\n801:{}\n802:[]\n800:{\"data\":\"$801\",\"marks\":\"$802\",\"value\":\"AI-powered chatbots can handle a wide range of customer inquiries (e.g., answering FAQs, providing product information, and processing orders) 24/7. By effectively handling routine inquiries, chatbots significantly reduce the volume of calls to the call center. They also empower customers to find answers and resolve issues by suggesting relevant \",\"nodeType\":\"text\"}\n804:{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"}\n807:{}\n808:[]\n806:{\"data\":\"$807\",\"marks\":\"$808\",\"value\":\"knowledge bases\",\"nodeType\":\"text\"}\n805:[\"$806\"]\n803:{\"data\":\"$804\",\"content\":\"$805\",\"nodeType\":\"hyperlink\"}\n80a:{}\n80b:[]\n809:{\"d"])</script><script>self.__next_f.push([1,"ata\":\"$80a\",\"marks\":\"$80b\",\"value\":\", enhancing their self-service experience. \",\"nodeType\":\"text\"}\n7ff:[\"$800\",\"$803\",\"$809\"]\n7fd:{\"data\":\"$7fe\",\"content\":\"$7ff\",\"nodeType\":\"paragraph\"}\n80d:{}\n810:{}\n811:[]\n80f:{\"data\":\"$810\",\"marks\":\"$811\",\"value\":\"Vodafone introduced an AI chatbot named TOBi to manage routine customer queries. This resulted in a \",\"nodeType\":\"text\"}\n813:{\"uri\":\"https://www.irjet.net/archives/V11/i5/IRJET-V11I5128.pdf\"}\n816:{}\n817:[]\n815:{\"data\":\"$816\",\"marks\":\"$817\",\"value\":\"68%\",\"nodeType\":\"text\"}\n814:[\"$815\"]\n812:{\"data\":\"$813\",\"content\":\"$814\",\"nodeType\":\"hyperlink\"}\n819:{}\n81a:[]\n818:{\"data\":\"$819\",\"marks\":\"$81a\",\"value\":\" reduction in call volumes and a 43% increase in customer satisfaction ratings.\",\"nodeType\":\"text\"}\n80e:[\"$80f\",\"$812\",\"$818\"]\n80c:{\"data\":\"$80d\",\"content\":\"$80e\",\"nodeType\":\"paragraph\"}\n81c:{}\n81f:{}\n821:{\"type\":\"bold\"}\n820:[\"$821\"]\n81e:{\"data\":\"$81f\",\"marks\":\"$820\",\"value\":\"5. Real-time agent assistance\",\"nodeType\":\"text\"}\n81d:[\"$81e\"]\n81b:{\"data\":\"$81c\",\"content\":\"$81d\",\"nodeType\":\"paragraph\"}\n823:{}\n826:{}\n827:[]\n825:{\"data\":\"$826\",\"marks\":\"$827\",\"value\":\"ML-driven tools provide agents with real-time guidance during calls, such as suggested responses or next-best actions based on customer input. This boosts efficiency and ensures consistent service quality. \",\"nodeType\":\"text\"}\n824:[\"$825\"]\n822:{\"data\":\"$823\",\"content\":\"$824\",\"nodeType\":\"paragraph\"}\n829:{}\n82c:{}\n82d:[]\n82b:{\"data\":\"$82c\",\"marks\":\"$82d\",\"value\":\"\",\"nodeType\":\"text\"}\n82f:{\"uri\":\"https://www.thetimes.com/uk/technology-uk/article/travel-agents-chatty-ai-call-handlers-take-off-vsjn0sx8q\"}\n832:{}\n833:[]\n831:{\"data\":\"$832\",\"marks\":\"$833\",\"value\":\"HotelPlanner\",\"nodeType\":\"text\"}\n830:[\"$831\"]\n82e:{\"data\":\"$82f\",\"content\":\"$830\",\"nodeType\":\"hyperlink\"}\n835:{}\n836:[]\n834:{\"data\":\"$835\",\"marks\":\"$836\",\"value\":\", a leading hotel booking platform, introduced AI-powered travel agents to handle customer inquiries. These AI agents managed over 40,000 holiday inquiries and generated £150,000 room reservations within"])</script><script>self.__next_f.push([1," their first month. By operating 24/7, the AI agents doubled call volumes and significantly increased bookings, demonstrating the effectiveness of AI in enhancing customer service and operational efficiency.\",\"nodeType\":\"text\"}\n82a:[\"$82b\",\"$82e\",\"$834\"]\n828:{\"data\":\"$829\",\"content\":\"$82a\",\"nodeType\":\"paragraph\"}\n83b:{}\n83e:{}\n842:{\"type\":\"bold\"}\n841:[\"$842\"]\n843:{}\n840:{\"nodeType\":\"text\",\"value\":\"😊 Good to know\",\"marks\":\"$841\",\"data\":\"$843\"}\n83f:[\"$840\"]\n83d:{\"nodeType\":\"paragraph\",\"data\":\"$83e\",\"content\":\"$83f\"}\n845:{}\n848:[]\n849:{}\n847:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$848\",\"data\":\"$849\"}\n84b:{\"uri\":\"https://www.sprinklr.com/products/customer-service/agent-assist/\"}\n84e:[]\n84f:{}\n84d:{\"nodeType\":\"text\",\"value\":\"Sprinklr’s AI-powered Agent Assist software\",\"marks\":\"$84e\",\"data\":\"$84f\"}\n84c:[\"$84d\"]\n84a:{\"nodeType\":\"hyperlink\",\"data\":\"$84b\",\"content\":\"$84c\"}\n851:[]\n852:{}\n850:{\"nodeType\":\"text\",\"value\":\" takes real-time guidance to the next level. 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Integrating new AI-driven tools with these outdated systems can be time-consuming and expensive.\",\"nodeType\":\"text\"}\n981:[\"$982\"]\n97f:{\"data\":\"$980\",\"content\":\"$981\",\"nodeType\":\"paragraph\"}\n986:{}\n989:{}\n98a:[]\n988:{\"data\":\"$989\",\"marks\":\"$98a\",\"value\":\"\",\"nodeType\":\"text\"}\n987:[\"$988\"]\n985:{\"data\":\"$986\",\"content\":\"$987\",\"nodeType\":\"paragraph\"}\n98f:{}\n992:{}\n996:{\"type\":\"bold\"}\n995:[\"$996\"]\n997:{}\n994:{\"nodeType\":\"text\",\"value\":\"✅ Solution\",\"marks\":\"$995\",\"data\":\"$997\"}\n993:[\"$994\"]\n991:{\"nodeType\":\"paragraph\",\"data\":\"$992\",\"content\":\"$993\"}\n999:{}\n99c:[]\n99d:{}\n99b:{\"nodeType\":\"text\",\"value\":\"A successful integration strategy involves a gradual, phased approach. Start by introducing ML solutions that can work alongside your current systems without requiring a complete overhaul. 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Opt for scalable ML solutions that support incremental modernization, enabling you to upgrade your systems step by step without a major financial burden.\",\"marks\":\"$9a8\",\"data\":\"$9a9\"}\n9a6:[\"$9a7\"]\n9a4:{\"nodeType\":\"paragraph\",\"data\":\"$9a5\",\"content\":\"$9a6\"}\n9ab:{}\n9ae:[]\n9af:{}\n9ad:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$9ae\",\"data\":\"$9af\"}\n9ac:[\"$9ad\"]\n9aa:{\"nodeType\":\"paragraph\",\"data\":\"$9ab\",\"content\":\"$9ac\"}\n990:[\"$991\",\"$998\",\"$99e\",\"$9a4\",\"$9aa\"]\n98e:{\"nodeType\":\"document\",\"data\":\"$98f\",\"content\":\"$990\"}\n98d:{\"contentType\":\"boxContainer\",\"id\":\"1HT1SDueGuy3zt5Zdr6CFi\",\"title\":\" Integration with legacy systems \",\"content\":\"$98e\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n98c:{\"target\":\"$98d\"}\n9b0:[]\n98b:{\"data\":\"$98c\",\"content\":\"$9b0\",\"nodeType\":\"e"])</script><script>self.__next_f.push([1,"mbedded-entry-block\"}\n9b2:{}\n9b5:{}\n9b6:[]\n9b4:{\"data\":\"$9b5\",\"marks\":\"$9b6\",\"value\":\"\",\"nodeType\":\"text\"}\n9b3:[\"$9b4\"]\n9b1:{\"data\":\"$9b2\",\"content\":\"$9b3\",\"nodeType\":\"paragraph\"}\n9b8:{}\n9bb:{}\n9bc:[]\n9ba:{\"data\":\"$9bb\",\"marks\":\"$9bc\",\"value\":\" 💰 High initial investment \",\"nodeType\":\"text\"}\n9b9:[\"$9ba\"]\n9b7:{\"data\":\"$9b8\",\"content\":\"$9b9\",\"nodeType\":\"heading-3\"}\n9be:{}\n9c1:{}\n9c2:[]\n9c0:{\"data\":\"$9c1\",\"marks\":\"$9c2\",\"value\":\"Implementing machine learning at scale requires substantial upfront investment in technology, infrastructure and training. The cost can be prohibitive for large organizations, especially when results may take time to materialize.\",\"nodeType\":\"text\"}\n9bf:[\"$9c0\"]\n9bd:{\"data\":\"$9be\",\"content\":\"$9bf\",\"nodeType\":\"paragraph\"}\n9c4:{}\n9c7:{}\n9c8:[]\n9c6:{\"data\":\"$9c7\",\"marks\":\"$9c8\",\"value\":\"\",\"nodeType\":\"text\"}\n9c5:[\"$9c6\"]\n9c3:{\"data\":\"$9c4\",\"content\":\"$9c5\",\"nodeType\":\"paragraph\"}\n9cd:{}\n9d0:{}\n9d4:{\"type\":\"bold\"}\n9d3:[\"$9d4\"]\n9d5:{}\n9d2:{\"nodeType\":\"text\",\"value\":\"✅ Solution\",\"marks\":\"$9d3\",\"data\":\"$9d5\"}\n9d1:[\"$9d2\"]\n9cf:{\"nodeType\":\"paragraph\",\"data\":\"$9d0\",\"content\":\"$9d1\"}\n9d7:{}\n9da:[]\n9db:{}\n9d9:{\"nodeType\":\"text\",\"value\":\"To mitigate this challenge, look for flexible pricing models that allow you to start small and scale as needed. 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Employees may resist new technology, fearing job displacement or the learning curve involved.\",\"nodeType\":\"text\"}\n9f7:[\"$9f8\"]\n9f5:{\"data\":\"$9f6\",\"content\":\"$9f7\",\"nodeType\":\"paragraph\"}\n9fc:{}\n9ff:{}\na00:[]\n9fe:{\"data\":\"$9ff\",\"marks\":\"$a00\",\"value\":\"\",\"nodeType\":\"text\"}\n9fd:[\"$9fe\"]\n9fb:{\"data\":\"$9fc\",\"content\":\"$9fd\",\"nodeType\":\"paragraph\"}\na05:{}\na08:{}\na0c:{\"type\":\"bold\"}\na0b:[\"$a0c\"]\na0d:{}\na0a:{\"nodeType\":\"text\",\"value\":\"✅ Solution\",\"marks\":\"$a0b\",\"data\":\"$a0d\"}\na09:[\"$a0a\"]\na07:{\"nodeType\":\"paragraph\",\"data\":\"$a08\",\"content\":\"$a09\"}\na0f:{}\na12:[]\na13:{}\na11:{\"nodeType\":\"text\",\"value\":\"To overcome this resistance, robust change management strategies that communicate the role of ML as a tool to augment rather than replace human agents are essential. \",\"marks\":\"$a12\",\"data\":\"$a13\"}\na10:[\"$a11\"]\na0e:{\"nodeType\":\"paragraph\",\"data\":\"$a0f\",\"content\":\"$a10\"}\na15:{}\na18:[]\na19:{}\na17:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$a18\",\"data\":\"$a19\"}\na16:[\"$a17\"]\na14:{\"nodeType\":\"paragraph\",\"data\":\"$a15\",\"content\":\"$a16\"}\na1b:{}\na1e:[]\na1f:{}\na1d:{\"nodeType\":\"text\",\"value\":\"Frame the conversation"])</script><script>self.__next_f.push([1," around how AI enhances agents’ capabilities, helping them work smarter and more efficiently rather than making their jobs obsolete. Offer comprehensive training programs that teach employees how to use AI tools and emphasize the value these technologies bring to their daily work. \",\"marks\":\"$a1e\",\"data\":\"$a1f\"}\na1c:[\"$a1d\"]\na1a:{\"nodeType\":\"paragraph\",\"data\":\"$a1b\",\"content\":\"$a1c\"}\na21:{}\na24:[]\na25:{}\na23:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$a24\",\"data\":\"$a25\"}\na22:[\"$a23\"]\na20:{\"nodeType\":\"paragraph\",\"data\":\"$a21\",\"content\":\"$a22\"}\na27:{}\na2b:{\"type\":\"bold\"}\na2a:[\"$a2b\"]\na2c:{}\na29:{\"nodeType\":\"text\",\"value\":\"Editor’s Pick:\",\"marks\":\"$a2a\",\"data\":\"$a2c\"}\na2e:[]\na2f:{}\na2d:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$a2e\",\"data\":\"$a2f\"}\na31:{\"uri\":\"https://www.sprinklr.com/blog/change-management-checklist/\"}\na34:[]\na35:{}\na33:{\"nodeType\":\"text\",\"value\":\"Change Management in Call Centers: Key Checklists\",\"marks\":\"$a34\",\"data\":\"$a35\"}\na32:[\"$a33\"]\na30:{\"nodeType\":\"hyperlink\",\"data\":\"$a31\",\"content\":\"$a32\"}\na37:[]\na38:{}\na36:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$a37\",\"data\":\"$a38\"}\na28:[\"$a29\",\"$a2d\",\"$a30\",\"$a36\"]\na26:{\"nodeType\":\"paragraph\",\"data\":\"$a27\",\"content\":\"$a28\"}\na3a:{}\na3d:[]\na3e:{}\na3c:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$a3d\",\"data\":\"$a3e\"}\na3b:[\"$a3c\"]\na39:{\"nodeType\":\"paragraph\",\"data\":\"$a3a\",\"content\":\"$a3b\"}\na06:[\"$a07\",\"$a0e\",\"$a14\",\"$a1a\",\"$a20\",\"$a26\",\"$a39\"]\na04:{\"nodeType\":\"document\",\"data\":\"$a05\",\"content\":\"$a06\"}\na03:{\"contentType\":\"boxContainer\",\"id\":\"7bbAM2L704uIFwA7RdKaoP\",\"title\":\"Change management and employee training \",\"content\":\"$a04\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\na02:{\"target\":\"$a03\"}\na3f:[]\na01:{\"data\":\"$a02\",\"content\":\"$a3f\",\"nodeType\":\"embedded-entry-block\"}\na41:{}\na44:{}\na45:[]\na43:{\"data\":\"$a44\",\"marks\":\"$a45\",\"value\":\"\",\"nodeType\":\"text\"}\na42:[\"$a43\"]\na40:{\"data\":\"$a41\",\"content\":\"$a42\",\"nodeType\":\"paragraph\"}\na47:{}\na4a:{}\na4c:{\"type\":\"bold\"}\na4b:[\"$a4c\"]\na49:{\"data\":\"$a4a\",\"marks\":\"$a4b\",\"value\":\"How to get started with machine learning in your call cent"])</script><script>self.__next_f.push([1,"er \",\"nodeType\":\"text\"}\na48:[\"$a49\"]\na46:{\"data\":\"$a47\",\"content\":\"$a48\",\"nodeType\":\"heading-2\"}\na4e:{}\na51:{}\na52:[]\na50:{\"data\":\"$a51\",\"marks\":\"$a52\",\"value\":\"Implementing machine learning in your call center doesn’t have to be overwhelming. By taking a strategic, step-by-step approach, you can harness the power of ML to optimize your operations and deliver exceptional \",\"nodeType\":\"text\"}\na54:{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-experience/\"}\na57:{}\na58:[]\na56:{\"data\":\"$a57\",\"marks\":\"$a58\",\"value\":\"customer experiences\",\"nodeType\":\"text\"}\na55:[\"$a56\"]\na53:{\"data\":\"$a54\",\"content\":\"$a55\",\"nodeType\":\"hyperlink\"}\na5a:{}\na5b:[]\na59:{\"data\":\"$a5a\",\"marks\":\"$a5b\",\"value\":\". Here’s how to get started. \",\"nodeType\":\"text\"}\na4f:[\"$a50\",\"$a53\",\"$a59\"]\na4d:{\"data\":\"$a4e\",\"content\":\"$a4f\",\"nodeType\":\"paragraph\"}\na5d:{}\na60:{}\na61:[]\na5f:{\"data\":\"$a60\",\"marks\":\"$a61\",\"value\":\"1. Assess your current operations \",\"nodeType\":\"text\"}\na5e:[\"$a5f\"]\na5c:{\"data\":\"$a5d\",\"content\":\"$a5e\",\"nodeType\":\"heading-4\"}\na63:{}\na66:{}\na67:[]\na65:{\"data\":\"$a66\",\"marks\":\"$a67\",\"value\":\"Before diving into machine learning, it's crucial first to understand your call center's current state. Implementing machine learning in call centers can be a shot in the dark without a clear grasp of your existing technology, processes and workflows. Start with a comprehensive audit of your operations. Map out your key systems, identify existing pain points and review the currently available data. \",\"nodeType\":\"text\"}\na64:[\"$a65\"]\na62:{\"data\":\"$a63\",\"content\":\"$a64\",\"nodeType\":\"paragraph\"}\na69:{}\na6c:{}\na6d:[]\na6b:{\"data\":\"$a6c\",\"marks\":\"$a6d\",\"value\":\"Focus on key \",\"nodeType\":\"text\"}\na6f:{\"uri\":\"https://www.sprinklr.com/blog/call-center-kpis/\"}\na72:{}\na73:[]\na71:{\"data\":\"$a72\",\"marks\":\"$a73\",\"value\":\"call center KPIs\",\"nodeType\":\"text\"}\na70:[\"$a71\"]\na6e:{\"data\":\"$a6f\",\"content\":\"$a70\",\"nodeType\":\"hyperlink\"}\na75:{}\na76:[]\na74:{\"data\":\"$a75\",\"marks\":\"$a76\",\"value\":\" such as average handle time (AHT), first-call resolution (FC"])</script><script>self.__next_f.push([1,"R), customer satisfaction (CSAT) and \",\"nodeType\":\"text\"}\na78:{\"uri\":\"https://www.sprinklr.com/blog/call-center-agent-performance-metrics/\"}\na7b:{}\na7c:[]\na7a:{\"data\":\"$a7b\",\"marks\":\"$a7c\",\"value\":\"agent performance metrics\",\"nodeType\":\"text\"}\na79:[\"$a7a\"]\na77:{\"data\":\"$a78\",\"content\":\"$a79\",\"nodeType\":\"hyperlink\"}\na7e:{}\na7f:[]\na7d:{\"data\":\"$a7e\",\"marks\":\"$a7f\",\"value\":\". These will serve as benchmarks for measuring the impact of ML down the road. Look for bottlenecks or areas of inefficiency — whether it's long wait times, ineffective call routing or even high agent turnover. \",\"nodeType\":\"text\"}\na6a:[\"$a6b\",\"$a6e\",\"$a74\",\"$a77\",\"$a7d\"]\na68:{\"data\":\"$a69\",\"content\":\"$a6a\",\"nodeType\":\"paragraph\"}\na81:{}\na84:{}\na85:[]\na83:{\"data\":\"$a84\",\"marks\":\"$a85\",\"value\":\"But don't stop there—also consider strategic business goals. Where do you most need improvements? Do you want to increase agent productivity, enhance customer experience, or optimize resource allocation? By identifying specific pain points and aligning ML goals with business objectives, you ensure the technology delivers tangible benefits. This initial assessment sets the stage for a targeted, focused approach to integrating machine learning into your call center's operations.\",\"nodeType\":\"text\"}\na82:[\"$a83\"]\na80:{\"data\":\"$a81\",\"content\":\"$a82\",\"nodeType\":\"paragraph\"}\na87:{}\na8a:{}\na8b:[]\na89:{\"data\":\"$a8a\",\"marks\":\"$a8b\",\"value\":\"2. Choose the right tools \",\"nodeType\":\"text\"}\na88:[\"$a89\"]\na86:{\"data\":\"$a87\",\"content\":\"$a88\",\"nodeType\":\"heading-4\"}\na8d:{}\na90:{}\na91:[]\na8f:{\"data\":\"$a90\",\"marks\":\"$a91\",\"value\":\"Selecting the right machine learning tools is critical to ensuring your success. The right tool can unlock your call center’s potential, while the wrong one can lead to inefficiencies and \",\"nodeType\":\"text\"}\na93:{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-frustration/\"}\na96:{}\na97:[]\na95:{\"data\":\"$a96\",\"marks\":\"$a97\",\"value\":\"customer frustration\",\"nodeType\":\"text\"}\na94:[\"$a95\"]\na92:{\"data\":\"$a93\",\"content\":\"$a94\",\"nod"])</script><script>self.__next_f.push([1,"eType\":\"hyperlink\"}\na99:{}\na9a:[]\na98:{\"data\":\"$a99\",\"marks\":\"$a9a\",\"value\":\". Start by defining your objectives — improving call routing, automating tasks, or enhancing customer interactions. Once your goals are clear, look for solutions that align with those needs. \",\"nodeType\":\"text\"}\na8e:[\"$a8f\",\"$a92\",\"$a98\"]\na8c:{\"data\":\"$a8d\",\"content\":\"$a8e\",\"nodeType\":\"paragraph\"}\na9c:{}\na9f:{}\naa0:[]\na9e:{\"data\":\"$a9f\",\"marks\":\"$aa0\",\"value\":\"Evaluate tools based on their ability to scale with your operations. As your call center grows, your ML solution should seamlessly expand without requiring a complete overhaul. Prioritize tools that integrate smoothly with your existing platforms — this will help streamline implementation and reduce disruption. 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With 90%+ accuracy, Sprinklr’s specialized AI models drive productivity and better decision-making, ensuring seamless service at every touchpoint. \",\"marks\":\"$ac8\",\"data\":\"$ac9\"}\nabd:[\"$abe\",\"$ac1\",\"$ac7\"]\nabb:{\"nodeType\":\"paragraph\",\"data\":\"$abc\",\"content\":\"$abd\"}\nacb:{}\nace:[]\nacf:{}\nacd:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$ace\",\"data\":\"$acf\"}\nacc:[\"$acd\"]\naca:{\"nodeType\":\"paragraph\",\"data\":\"$acb\",\"content\":\"$acc\"}\nad1:{}\nad4:{}\nad7:{}\nadb:{\"type\":\"bold\"}\nada:[\"$adb\"]\nadc:{}\nad9:{\"nodeType\":\"text\",\"value\":\"Empower your agents: \",\"marks\":\"$ada\",\"data\":\"$adc\"}\nade:[]\nadf:{}\nadd:{\"nodeType\":\"text\",\"value\":\"Sprinklr AI boosts agent productivity and first-call resolution rates by optimizing responses for tone, relevance and accuracy. Agents can quickly extract answers from the knowledge base and automated case summarization and disposition ensure faster resolutions. \",\"marks\":\"$ade\",\"data\":\"$adf\"}\nad8:[\"$ad9\",\"$add\"]\nad6:{\"nodeType\":\"paragraph\",\"data\":\"$ad7\",\"content\":\"$ad8\"}\nad5:[\"$ad6\"]\nad3:{\"nodeType\":\"list-item\",\"data\":\"$ad4\",\"content\":\"$ad5\"}\nae1:{}\nae4:{}\nae8:{\"type\":\"bold\"}\nae7:[\"$ae8\"]\nae9:{}\nae6:{\"nodeType\":\"text\",\"value\":\"Enhance self-service:\",\"marks\":\"$ae7\",\"data\":\"$ae9\"}\naeb:[]\naec:{}\naea:{\"nodeType\":\"text\",\"value\":\" With Conversational AI+, quickly deploy and scale generative AI-powered conversational bots. 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In his free time, he loves being a movie buff and a book nerd.\",\"marks\":\"$c45\",\"data\":\"$c46\"}\nc43:[\"$c44\"]\nc41:{\"nodeType\":\"paragraph\",\"data\":\"$c42\",\"content\":\"$c43\"}\nc40:[\"$c41\"]\nc3e:{\"nodeType\":\"docu"])</script><script>self.__next_f.push([1,"ment\",\"data\":\"$c3f\",\"content\":\"$c40\"}\nc39:{\"contentType\":\"person\",\"id\":\"6fgeAQjbYOivQtCZuIHeBn\",\"entryTitle\":\"Issac Thomas\",\"name\":\"Issac Thomas\",\"title\":\"Content Marketer\",\"image\":\"$c3a\",\"type\":\"BLOG_AUTHOR\",\"bio\":\"$c3e\",\"slug\":\"issac-thomas\"}\nc37:{\"contentType\":\"blogAuthorPage\",\"id\":\"b7wrAGiUA3tY0Lar8jxeT\",\"authorName\":\"Issac Thomas\",\"metadata\":\"$c38\",\"person\":\"$c39\",\"personalization\":\"Lazy\"}\nc36:[\"$c37\"]\nc48:{}\nc4b:{}\nc4e:{}\nc4f:[]\nc4d:{\"data\":\"$c4e\",\"marks\":\"$c4f\",\"value\":\"Talkdesk alternatives are becoming increasingly important as businesses grow and customer expectations evolve. The need for a versatile and efficient cloud-based contact center is paramount. While Talkdesk has long been a reliable choice, it may not always meet the diverse needs of every organization. Factors such as integration capabilities, unified architecture, social listening, and customer support often prompt the search for more suitable options.\",\"nodeType\":\"text\"}\nc4c:[\"$c4d\"]\nc4a:{\"data\":\"$c4b\",\"content\":\"$c4c\",\"nodeType\":\"paragraph\"}\nc51:{}\nc54:{}\nc55:[]\nc53:{\"data\":\"$c54\",\"marks\":\"$c55\",\"value\":\"In this blog, we simplify your decision-making process by exploring the top Talkdesk competitors for 2025 and beyond. We delve into the features, pricing, and user reviews of each platform to highlight the best options available. From cutting-edge AI capabilities to seamless integrations, these alternatives are designed to enhance your customer communication strategy and maximize your \",\"nodeType\":\"text\"}\nc57:{\"uri\":\"https://www.sprinklr.com/blog/contact-center-roi/\"}\nc5a:{}\nc5b:[]\nc59:{\"data\":\"$c5a\",\"marks\":\"$c5b\",\"value\":\"ROI from the contact center\",\"nodeType\":\"text\"}\nc58:[\"$c59\"]\nc56:{\"data\":\"$c57\",\"content\":\"$c58\",\"nodeType\":\"hyperlink\"}\nc5d:{}\nc5e:[]\nc5c:{\"data\":\"$c5d\",\"marks\":\"$c5e\",\"value\":\".\",\"nodeType\":\"text\"}\nc52:[\"$c53\",\"$c56\",\"$c5c\"]\nc50:{\"data\":\"$c51\",\"content\":\"$c52\",\"nodeType\":\"paragraph\"}\nc60:{}\nc63:{}\nc64:[]\nc62:{\"data\":\"$c63\",\"marks\":\"$c64\",\"value\":\"Why consider alternatives to Talkdesk\",\"nodeType\":\"text\"}\nc61:[\"$c62\"]\n"])</script><script>self.__next_f.push([1,"c5f:{\"data\":\"$c60\",\"content\":\"$c61\",\"nodeType\":\"heading-2\"}\nc66:{}\nc69:{}\nc6a:[]\nc68:{\"data\":\"$c69\",\"marks\":\"$c6a\",\"value\":\"Talkdesk, founded in 2011 and based in San Francisco, is a leading cloud-based contact center platform. It offers a comprehensive suite of features, including voice and digital channel support, workforce engagement management, a customizable user interface, built-in AI automation, and seamless integration with numerous CRM and helpdesk applications.\",\"nodeType\":\"text\"}\nc67:[\"$c68\"]\nc65:{\"data\":\"$c66\",\"content\":\"$c67\",\"nodeType\":\"paragraph\"}\nc6c:{}\nc6f:{}\nc70:[]\nc6e:{\"data\":\"$c6f\",\"marks\":\"$c70\",\"value\":\"However, as businesses grow and customer expectations evolve, the need for a more versatile and efficient tool becomes paramount. While Talkdesk has long been a reliable choice, it may not always meet the diverse needs of every organization as organizations face these five common pain points working with Talkdesk. \",\"nodeType\":\"text\"}\nc6d:[\"$c6e\"]\nc6b:{\"data\":\"$c6c\",\"content\":\"$c6d\",\"nodeType\":\"paragraph\"}\nc72:{}\nc75:{}\nc77:{\"type\":\"bold\"}\nc76:[\"$c77\"]\nc74:{\"data\":\"$c75\",\"marks\":\"$c76\",\"value\":\"1. Integration challenges\",\"nodeType\":\"text\"}\nc73:[\"$c74\"]\nc71:{\"data\":\"$c72\",\"content\":\"$c73\",\"nodeType\":\"paragraph\"}\nc79:{}\nc7c:{}\nc7d:[]\nc7b:{\"data\":\"$c7c\",\"marks\":\"$c7d\",\"value\":\"Many users report difficulties integrating Talkdesk with other essential business tools. This can lead to inefficiencies and a fragmented workflow. One \",\"nodeType\":\"text\"}\nc7f:{\"uri\":\"https://www.g2.com/products/talkdesk/reviews/talkdesk-review-8885234\"}\nc82:{}\nc83:[]\nc81:{\"data\":\"$c82\",\"marks\":\"$c83\",\"value\":\"user\",\"nodeType\":\"text\"}\nc80:[\"$c81\"]\nc7e:{\"data\":\"$c7f\",\"content\":\"$c80\",\"nodeType\":\"hyperlink\"}\nc85:{}\nc86:[]\nc84:{\"data\":\"$c85\",\"marks\":\"$c86\",\"value\":\" mentioned, “When Talkdesk changed to Workspace, it still was never fully complete with the transition from Legacy to Workspace. It still does not have the functionality of seeing who is assigned to what number. I have to open every number record and then see wh"])</script><script>self.__next_f.push([1,"o is assigned to it. There are always outages, issues with the Workspace app, and poor sound quality.”\",\"nodeType\":\"text\"}\nc7a:[\"$c7b\",\"$c7e\",\"$c84\"]\nc78:{\"data\":\"$c79\",\"content\":\"$c7a\",\"nodeType\":\"paragraph\"}\nc88:{}\nc8b:{}\nc8d:{\"type\":\"bold\"}\nc8c:[\"$c8d\"]\nc8a:{\"data\":\"$c8b\",\"marks\":\"$c8c\",\"value\":\"2. Heavy reliance on voice\",\"nodeType\":\"text\"}\nc89:[\"$c8a\"]\nc87:{\"data\":\"$c88\",\"content\":\"$c89\",\"nodeType\":\"paragraph\"}\nc8f:{}\nc92:{}\nc93:[]\nc91:{\"data\":\"$c92\",\"marks\":\"$c93\",\"value\":\"Talkdesk is heavily focused on voice communication, which might not suit businesses looking for a more balanced omnichannel approach. A \",\"nodeType\":\"text\"}\nc95:{\"uri\":\"https://www.g2.com/products/talkdesk/reviews/talkdesk-review-7647114\"}\nc98:{}\nc99:[]\nc97:{\"data\":\"$c98\",\"marks\":\"$c99\",\"value\":\"user\",\"nodeType\":\"text\"}\nc96:[\"$c97\"]\nc94:{\"data\":\"$c95\",\"content\":\"$c96\",\"nodeType\":\"hyperlink\"}\nc9b:{}\nc9c:[]\nc9a:{\"data\":\"$c9b\",\"marks\":\"$c9c\",\"value\":\" review highlighted, “I find Talkdesk's frequent connectivity issues to be very frustrating, as I need to delete cookies often. Moreover, it consistently fails at recording calls which can lead to communication failures when multiple customer relationship management systems are used. This reduces our productivity because we must contact support for assistance whenever a problem arises with the system.”\",\"nodeType\":\"text\"}\nc90:[\"$c91\",\"$c94\",\"$c9a\"]\nc8e:{\"data\":\"$c8f\",\"content\":\"$c90\",\"nodeType\":\"paragraph\"}\nc9e:{}\nca1:{}\nca3:{\"type\":\"bold\"}\nca2:[\"$ca3\"]\nca0:{\"data\":\"$ca1\",\"marks\":\"$ca2\",\"value\":\"3. Lack of deep analytics\",\"nodeType\":\"text\"}\nc9f:[\"$ca0\"]\nc9d:{\"data\":\"$c9e\",\"content\":\"$c9f\",\"nodeType\":\"paragraph\"}\nca5:{}\nca8:{}\nca9:[]\nca7:{\"data\":\"$ca8\",\"marks\":\"$ca9\",\"value\":\"For businesses that rely on data-driven decision-making, Talkdesk’s analytics capabilities may fall short. Users have expressed frustration with the limited ability to customize and filter reports, which hampers their ability to gain actionable insights. One \",\"nodeType\":\"text\"}\ncab:{\"uri\":\"https://www.g2.com/product"])</script><script>self.__next_f.push([1,"s/talkdesk/reviews/talkdesk-review-8875412\"}\ncae:{}\ncaf:[]\ncad:{\"data\":\"$cae\",\"marks\":\"$caf\",\"value\":\"review\",\"nodeType\":\"text\"}\ncac:[\"$cad\"]\ncaa:{\"data\":\"$cab\",\"content\":\"$cac\",\"nodeType\":\"hyperlink\"}\ncb1:{}\ncb2:[]\ncb0:{\"data\":\"$cb1\",\"marks\":\"$cb2\",\"value\":\" stated, “Reporting is very basic in terms of line-by-line data, need to be able to work with that data to get any insights. Some of the tools introduced are over-complicated with little to no impact on businesses. Dialling system has limited visibility on customer journey.”\",\"nodeType\":\"text\"}\nca6:[\"$ca7\",\"$caa\",\"$cb0\"]\nca4:{\"data\":\"$ca5\",\"content\":\"$ca6\",\"nodeType\":\"paragraph\"}\ncb4:{}\ncb7:{}\ncb9:{\"type\":\"bold\"}\ncb8:[\"$cb9\"]\ncb6:{\"data\":\"$cb7\",\"marks\":\"$cb8\",\"value\":\"4. Siloed telephony \u0026 digital solutions\",\"nodeType\":\"text\"}\ncb5:[\"$cb6\"]\ncb3:{\"data\":\"$cb4\",\"content\":\"$cb5\",\"nodeType\":\"paragraph\"}\ncbb:{}\ncbe:{}\ncbf:[]\ncbd:{\"data\":\"$cbe\",\"marks\":\"$cbf\",\"value\":\"Talkdesk’s separation of telephony and digital solutions can create silos within your customer service operations. This fragmentation can lead to inconsistent customer experiences and operational inefficiencies. One \",\"nodeType\":\"text\"}\ncc1:{\"uri\":\"https://www.g2.com/products/talkdesk/reviews/talkdesk-review-8871717\"}\ncc4:{}\ncc5:[]\ncc3:{\"data\":\"$cc4\",\"marks\":\"$cc5\",\"value\":\"user\",\"nodeType\":\"text\"}\ncc2:[\"$cc3\"]\ncc0:{\"data\":\"$cc1\",\"content\":\"$cc2\",\"nodeType\":\"hyperlink\"}\ncc7:{}\ncc8:[]\ncc6:{\"data\":\"$cc7\",\"marks\":\"$cc8\",\"value\":\" noted, “Their support is disappointing and frustrating since they dropped their dedicated account managers. There's always another feature or something being pushed, and it always seems to be for an additional fee. Their mobile app has quality issues and doesn't provide push notifications for simple things like new incoming SMS messages.”\",\"nodeType\":\"text\"}\ncbc:[\"$cbd\",\"$cc0\",\"$cc6\"]\ncba:{\"data\":\"$cbb\",\"content\":\"$cbc\",\"nodeType\":\"paragraph\"}\ncca:{}\nccd:{}\nccf:{\"type\":\"bold\"}\ncce:[\"$ccf\"]\nccc:{\"data\":\"$ccd\",\"marks\":\"$cce\",\"value\":\"5. Limited social listening capabiliti"])</script><script>self.__next_f.push([1,"es\",\"nodeType\":\"text\"}\nccb:[\"$ccc\"]\ncc9:{\"data\":\"$cca\",\"content\":\"$ccb\",\"nodeType\":\"paragraph\"}\ncd1:{}\ncd4:{}\ncd5:[]\ncd3:{\"data\":\"$cd4\",\"marks\":\"$cd5\",\"value\":\"In today’s social media-driven landscape, the ability to monitor and respond to social conversations is vital. 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By considering factors such as integration capabilities, unified architecture, social listening, and customer support, businesses can find a solution that better aligns with their unique requirements and goals.\",\"nodeType\":\"text\"}\nce1:[\"$ce2\"]\ncdf:{\"data\":\"$ce0\",\"content\":\"$ce1\",\"nodeType\":\"paragraph\"}\nce6:{}\nce9:{}\nceb:{\"type\":\"bold\"}\ncea:[\"$ceb\"]\nce8:{\"data\":\"$ce9\",\"marks\":\"$cea\",\"value\":\"Top 8 alternatives to Talkdesk\",\"nodeType\":\"text\"}\nce7:[\"$ce8\"]\nce5:{\"data\":\"$ce6\",\"content\":\"$ce7\",\"nodeType\":\"heading-2\"}\nced:{}\ncf0:{}\ncf1:[]\ncef:{\"data\":\"$cf0\",\"marks\":\"$cf1\",\"value\":\"While this list isn’t exhaustive, we’ve sifted through countless aggregator sites and user reviews to bring you the best Talkdesk alternatives in 2025. By analyzing customer feedback and expert opinions, we’ve curated a selection of platforms that excel in unique features, pricing, and overall performance. 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It offers a comprehensive suite of tools, including AI-powered routing, live chat, and a unified agent desktop, ensuring a seamless customer experience across over 30 channels. Unlike Talkdesk, which may face challenges in broader channel integration and unification, Sprinklr’s solutions are designed to scale with businesses of all sizes, providing a holistic and cost-effective approach to customer service. \",\"nodeType\":\"text\"}\nd3e:[\"$d3f\",\"$d42\",\"$d48\",\"$d4b\",\"$d51\"]\nd3c:{\"data\":\"$d3d\",\"content\":\"$d3e\",\"nodeType\":\"paragraph\"}\nd55:{}\nd58:{}\nd59:[]\nd57:{\"data\":\"$d58\",\"marks\":\"$d59\",\"value\":\" Sprinklr Service is tailor-made for enterprises by offering unparalleled scalability to handle large volumes of customer interactions across multiple channels. 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As contact centers embrace automated or AI-enabled QM (AQM) solutions, one thing is clear: quality management is a must-have for those who prioritize customers, agents, and business outcomes.\"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"Let's explore how implementing quality management solutions can go a long way in upgrading your overall customer experience.\"]]}],[\"$\",\"$L160\",null,{\"contentType\":\"embedTableOfContents\",\"content\":{\"nodeType\":\"document\",\"content\":[{\"nodeType\":\"heading-2\",\"data\":{\"anchorId\":\"toc-0\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer expectations are changing - Is your contact center keeping up\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{\"anchorId\":\"toc-1\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"From reactive to proactive: Powering quality management with AI\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{\"anchorId\":\"toc-2\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Role of AI in streamlining quality management\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{\"anchorId\":\"toc-3\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr success story: Mini case-study\",\"marks\":[],\"data\":{}}]}]}}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-0\",\"className\":\"relative -top-[200px]\"}],[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Customer expectations are changing - Is your contact center keeping up\"]}]]]}],[\"$\",\"p\",\"5\",{\"children\":[[false,\"In this era of automation and advanced technology, it's surprising that many contact centers are still stuck with outdated manual quality management processes. This reliance on manual methods causes several challenges and gaps in contact center quality management. \"]]}],[\"$\",\"p\",\"6\",{\"children\":[[false,\"Let's dive into the key challenges.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"1. Manual quality check audits are inconsistent and inefficient\"]]]}],[\"$\",\"p\",\"8\",{\"children\":[[false,\"Manual ways of quality management are not only time-consuming but also inconsistent due to the inherent risk of human error, bias, and inefficiency. The arduous task of manually auditing interactions can drain valuable resources and hinder productivity. \"]]}],[\"$\",\"p\",\"9\",{\"children\":[[false,\"Without a streamlined quality management (QM) solution, contact centers face an uphill battle in ensuring consistent and objective evaluations of customer interactions.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"2. Maintaining a prominent level of quality checks for every contact is challenging\"]]]}],[\"$\",\"p\",\"11\",{\"children\":[[false,\"Monitoring customer interactions across support channels for valuable insights presents another significant challenge. Considering the vast volume of customer interactions in contact centers, quality managers can realistically monitor only a small percentage, typically around \"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"10%\"]}],[false,\". Additionally, consolidating, and gleaning insights from spreadsheets is highly inconvenient.\"]]}],[\"$\",\"p\",\"12\",{\"children\":[[false,\"This limited oversight means that critical insights and trends may go unnoticed, leading to missed opportunities for improvement. Without comprehensive monitoring, contact centers fail to grasp customers' needs, pain points, and expectations.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"3. Limited avenues to improve agent performance\"]]]}],[\"$\",\"p\",\"14\",{\"children\":[[false,\"The task of integrating numerous quality checks from various sources for building an agent coaching plan is humanely impossible. Therefore, contact centers need a comprehensive solution that provides actionable insights and feedback to help agents grow and excel in their roles. Without such a system, contact centers may struggle to identify areas for improvement, provide timely coaching, and foster ongoing development for their agents.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"4. Low-cost efficiency\"]]]}],[\"$\",\"p\",\"16\",{\"children\":[[false,\"The financial aspect also comes into play when considering the cost associated with manual audits. Even with the ambition to audit a mere \"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"10%\"]}],[false,\" of interactions, it would require a significant workforce, potentially consisting of hundreds of individuals. The resource-intensive nature of manual audits can quickly add up in terms of both time and financial investment.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"5. A gap in agent-specific routing\"]]]}],[\"$\",\"p\",\"18\",{\"children\":[[false,\"One of the key gaps in agent management is the inability to identify individual agent strengths and effectively route specific cases accordingly. Contact centers require a robust QM system that can accurately assess agent capabilities and assign tasks that align with their expertise. \"]]}],[\"$\",\"p\",\"19\",{\"children\":[[false,\"By leveraging the power of AI-powered QM solutions, contact centers can optimize their operations by ensuring the right agents handle the right cases, resulting in enhanced customer experiences and improve overall efficiency.\"]]}],[\"$\",\"$19\",null,{\"fallback\":null,\"children\":[[\"$\",\"$L1a\",null,{\"moduleIds\":[\"components/widgets/inlineShowcaseCta/index.ts -\u003e ./InlineShowcaseCta\"]}],[\"$\",\"div\",null,{\"className\":\"rounded-[8px] overflow-hidden not-prose tablet-sm:flex tablet-sm:max-desktop-sm:max-w-[688px] desktop-sm:max-desktop-lg:max-w-[550px] desktop-sm:w-full\",\"children\":[[[\"$\",\"$L1e\",null,{\"src\":\"//images.ctfassets.net/ukazlt65o6hl/6kmknPkBCk7a3XuB0ERN11/97774e9aec5b1154778c49a911f90d05/Frame_4.png\",\"alt\":\"$undefined\",\"fill\":false,\"width\":800,\"height\":800,\"className\":\"max-tablet-sm:h-[170px] tablet-sm:w-[220px] desktop-sm:w-[190px] desktop-lg:w-[316px] object-cover flex-none block\"}],\"$undefined\",\"$undefined\"],[\"$\",\"div\",null,{\"className\":\"p-6 tablet-sm:py-16 tablet-sm:px-10 desktop-sm:py-12 desktop-sm:px-6 desktop-lg:py-11 desktop-lg:px-8 bg-secondaryBlanc flex-1\",\"children\":[[\"$\",\"div\",null,{\"className\":\"text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-4\",\"children\":\"Contact Center AI Maturity Assessment\"}],[\"$\",\"$L161\",null,{\"contentType\":\"cta\",\"id\":\"6GgQ1UfF4rwQHTYStury45\",\"name\":\"Start Assessment\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Start Assessment\",\"action\":\"NAVIGATE\",\"url\":\"https://www.sprinklr.com/lp/ai-maturity-assessment/\",\"alignment\":\"LEFT\",\"topMargin\":\"NONE\",\"bottomMargin\":\"NONE\",\"label\":\"Start Assessment\",\"className\":\"mt-4\",\"children\":[\"$\",\"div\",null,{\"children\":[null,[\"$\",\"span\",null,{\"children\":\"Start Assessment\"}]],\"className\":\"spr-btn spr-btn-primary spr-btn-default mt-4\"}]}]]}]]}]]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-1\",\"className\":\"relative -top-[200px]\"}],[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"From reactive to proactive: Powering quality management with AI\"]}]]]}],[\"$\",\"p\",\"22\",{\"children\":[[false,\"It's time for contact centers to shift from a reactive to a proactive customer service approach. And guess what? AI-powered quality management is the notable change that can make it happen. By embracing these key principles, contact centers can revolutionize the quality of customer interactions and take their service to the next level.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"1. Customer centricity\"]]]}],[\"$\",\"p\",\"24\",{\"children\":[[false,\"AI-powered quality management puts the customer front and center. It enables you to truly understand and meet customers' needs by leveraging advanced analytics and AI algorithms. AI leverages the varied data breadcrumbs customers leave as feedback throughout the journey. With a deep understanding of customer preferences and behavior, your contact centers can delight customers with personalized experiences.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"2. Process-based approach\"]]]}],[\"$\",\"p\",\"26\",{\"children\":[[false,\"AI-powered quality management optimizes resource allocation through streamlined workflows, bottleneck elimination, and enhanced efficiency and consistency. By automating tasks and intelligently allocating resources, AI optimizes processes and saves time and human effort. \"]]}],[\"$\",\"p\",\"27\",{\"children\":[[false,\"The analytical capabilities empower you to make informed data-driven decisions. Standardized processes enforced by AI ensure precision and compliance, improving quality and customer satisfaction. Overall, AI integration in quality management drives operational performance and business success.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"3. Data-driven decision making\"]]]}],[\"$\",\"p\",\"29\",{\"children\":[[false,\"Accessing and integrating data from diverse point solutions poses a significant challenge for contact centers, and hinders the ability of agents and managers to gather actionable insights effectively. \"]]}],[\"$\",\"p\",\"30\",{\"children\":[[false,\"But, you can solve this issue by leveraging the \"],[\"$\",\"$L15f\",null,{\"href\":\"/blog/contact-center-kpi/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"power of contact center KPIs\"]],\"prefetch\":false}],[false,\".\"]]}],[\"$\",\"p\",\"31\",{\"children\":[[false,\"Real-time access to key performance indicators (KPIs), customer satisfaction (CSAT) scores, and performance insights is a game-changer for contact centers. These real-time insights will help understand which agent has what skills for case routing and helps plan agent coaching plan with required training time.\"]]}],[\"$\",\"p\",\"32\",{\"children\":[[false,\"AI-powered quality management integrates with customer relationship management (CRM) systems, allowing contact centers to make informed data-driven decisions, identify trends and scope of improvement.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"4. Agent empowerment\"]]]}],[\"$\",\"p\",\"34\",{\"children\":[[false,\"Empowering agents is crucial for delivering exceptional customer service. AI-powered quality management equips agents with the tools (like guided workflows and agent desktop) and insights they need to excel in their roles. By providing agents with real-time feedback, coaching, and access to relevant customer data, contact centers can empower their frontline team to deliver personalized solutions.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"5. Operational efficiency\"]]]}],[\"$\",\"p\",\"36\",{\"children\":[[false,\"Quality management solution provides granular data based on service level agreements (SLAs), regions, products, and time frames. Moreover, it leverages sentiment analysis capabilities to improve the experience with chatbots and support agents. \"]]}],[\"$\",\"p\",\"37\",{\"children\":[[false,\"Soon the quality management output will become an input for workforce management. It will help in planning the right skilled agents available at the right time with allocated upskilling/training time.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"How can Sprinklr help\"]]]}],[\"$\",\"p\",\"39\",{\"children\":[[false,\"Sprinklr's AI-powered \"],[\"$\",\"$L15f\",null,{\"href\":\"/products/customer-service/quality-management/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"quality management solution\"]],\"prefetch\":false}],[false,\" evaluates \"],[\"$\",\"strong\",\"3\",{\"className\":\"font-bold\",\"children\":[false,\"100% \"]}],[false,\"of your customer conversations using AI-based scoring, real-time voice call transcripts, and key moments’ timelines. It enables you to uncover real-time agent performance and compliance-related insights to deliver contextual, constructive feedback, transforming your support agents to service superheroes.\"]]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-2\",\"className\":\"relative -top-[200px]\"}],[[false,\"Role of AI in streamlining quality management\"]]]}],[\"$\",\"p\",\"41\",{\"children\":[[false,\"Here's how AI transforms quality management and can impact your contact centers.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"1. Automated quality management\"]]]}],[\"$\",\"p\",\"43\",{\"children\":[[false,\"Quality management solutions use AI-based scoring to assess the hard and soft skills of agents. By leveraging AI algorithms, you can accurately evaluate agent performance and provide targeted coaching and development to empower them. In addition to providing real-time insights, the QM solution also provides timeline views for both voice and non-voice cases. \"]]}],[\"$\",\"p\",\"44\",{\"children\":[[false,\"For example, \"],[\"$\",\"$L15f\",null,{\"href\":\"/stories/cdiscount/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Cdiscount\"]],\"prefetch\":false}],[false,\" leverages Sprinklr's voice analytics capabilities to analyse \"],[\"$\",\"strong\",\"3\",{\"className\":\"font-bold\",\"children\":[false,\"100%\"]}],[false,\" of its call and digital contact volume, understand customer sentiments and call quality management. The quality management solution enabled Cdiscount to analyse over \"],[\"$\",\"strong\",\"5\",{\"className\":\"font-bold\",\"children\":[false,\"800k \"]}],[false,\"calls and increase operational efficiency by over \"],[\"$\",\"strong\",\"7\",{\"className\":\"font-bold\",\"children\":[false,\"30%\"]}],[false,\". \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"2. Automated sampling and calibration of manual audit\"]]]}],[\"$\",\"p\",\"46\",{\"children\":[[false,\"AI algorithms can be employed by contact centers to select and review interactions, resulting in a notable reduction in the time and effort spent on manual audits. This automation ensures consistency and accuracy in auditing process, leading to more reliable and actionable insights.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"3. Robust analytics capabilities\"]]]}],[\"$\",\"p\",\"48\",{\"children\":[[false,\"Quality managers, supervisors and executives can access case analytics views to analyse trends, gaps and make informed decisions. Furthermore, AI-powered aggregate-level agent insights provide a comprehensive overview of agent performance, helping contact centers optimize resource allocation and drive continuous improvement.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"4. Performance management\"]]]}],[\"$\",\"p\",\"50\",{\"children\":[[false,\"AI-powered quality management also supports performance management by offering agent insights and smart alerts. Contact centers can track service level agreements (SLAs) and escalations in real-time, allowing for proactive intervention and resolution. Custom coaching and guidance based on AI-driven insights enables agents to enhance their skills and deliver outstanding customer service.\"]]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-3\",\"className\":\"relative -top-[200px]\"}],[[false,\"Sprinklr success story: Mini case-study\"]]]}],[\"$\",\"p\",\"52\",{\"children\":[[false,\"A multinational online retailer leverages Sprinklr’s AI-powered quality management tool to get visibility into agent performance and automate their manual audit process.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Challenges\"]]]}],[\"$\",\"ul\",\"54\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"The customer leverages an audit checklist of \"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"15\"]}],[false,\" parameters to evaluate agent performance\"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"The quality managers had to invest several man hours reading the entire case conversation\"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Due to the above constraints, quality managers could evaluate only \"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"2%\"]}],[false,\" of the total closed cases and agent insights were not available\"]]]}]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Solution\"]]]}],[\"$\",\"ul\",\"56\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Al-model was deployed to analyse \"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"100%\"]}],[false,\" cases across Facebook and X, formerly Twitter on 8 parameters such as grammar, empathy, customer experience, troubleshooting and more \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"There are clear agent insights available to uncover the scope of improvement and individual strengths \"]]]}]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Result\"]]]}],[\"$\",\"p\",\"58\",{\"children\":[[false,\"The customer was able to automate \"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"53.3%\"]}],[false,\" of their manual quality audit process\"]]}],[\"$\",\"p\",\"59\",{\"children\":[[false,\"In conclusion, AI plays a pivotal role in streamlining quality management in contact centers. Through automated processes, AI-based scoring, comprehensive analytics, and performance management capabilities, contact centers can achieve new levels of efficiency, effectiveness, and customer satisfaction.\"]]}],[\"$\",\"$19\",null,{\"fallback\":null,\"children\":[[\"$\",\"$L1a\",null,{\"moduleIds\":\"$162\"}],[\"$\",\"div\",null,{\"className\":\"rounded-[8px] overflow-hidden not-prose tablet-sm:flex tablet-sm:max-desktop-sm:max-w-[688px] desktop-sm:max-desktop-lg:max-w-[550px] desktop-sm:w-full\",\"children\":[[[\"$\",\"$L1e\",null,{\"src\":\"//images.ctfassets.net/ukazlt65o6hl/1tDq8FSFCXcXXqfSEScrdO/40f29c3e3681b78a36cccc02396c4d43/modern-care__1_.jpg\",\"alt\":\"$undefined\",\"fill\":false,\"width\":820,\"height\":486,\"className\":\"max-tablet-sm:h-[170px] tablet-sm:w-[220px] desktop-sm:w-[190px] desktop-lg:w-[316px] object-cover flex-none block\"}],\"$undefined\",\"$undefined\"],[\"$\",\"div\",null,{\"className\":\"p-6 tablet-sm:py-16 tablet-sm:px-10 desktop-sm:py-12 desktop-sm:px-6 desktop-lg:py-11 desktop-lg:px-8 bg-secondaryBlanc flex-1\",\"children\":[[\"$\",\"div\",null,{\"className\":\"text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-4\",\"children\":\"Take Sprinklr on a free spin\"}],[\"$\",\"$L161\",null,{\"contentType\":\"cta\",\"id\":\"3Br4GFwHPs1dCw2lMqfjO3\",\"name\":\"CTA - Service - Trial page\",\"type\":\"BUTTON\",\"text\":\"TRY SPRINKLR\",\"action\":\"NAVIGATE\",\"url\":\"http://sprinklr.com/try\",\"label\":\"TRY SPRINKLR\",\"variant\":\"primary\",\"className\":\"mt-4\",\"children\":[\"$\",\"div\",null,{\"children\":[null,[\"$\",\"span\",null,{\"children\":\"TRY SPRINKLR\"}]],\"className\":\"spr-btn spr-btn-primary spr-btn-default mt-4\"}]}]]}]]}]]}]]}]}],[\"$\",\"$L163\",null,{\"banner\":{\"contentType\":\"widgetBlogBanner\",\"id\":\"1z8knrwQS63pu8n3vjr1ln\",\"name\":\"Blog Post Banner - Sprinklr Service\",\"title\":\"Let Sprinklr reduce your contact center costs\",\"description\":\"Make life easier for your customers, your agents and yourself with Sprinklr’s all-in-one contact center platform.\",\"cta\":{\"contentType\":\"refreshCta\",\"id\":\"7yE6NZNAYYaAovtR4ytgcw\",\"name\":\"REQUEST DEMO\",\"type\":\"BUTTON\",\"label\":\"REQUEST DEMO\",\"url\":\"/demo-care/\",\"action\":\"NAVIGATE\",\"variant\":\"primary\",\"size\":\"lg\",\"isOpenNewTab\":false}},\"tocNodes\":\"$164\",\"relatedArticles\":[{\"id\":\"4Txwr2IsXJHH2QeqCCuu4q\",\"title\":\"Customer Service Technology: Examples and Trends to Consider\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"3VEyxBP4xtTQqiEUbK8EDH\",\"authorName\":\"Rohan C\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"5QrQM5dQ4zrG7KhIW2jnht\",\"seoTitle\":\"Rohan C\",\"seoDescription\":\"Get the latest articles and insights from Rohan C. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Rohan C\"},\"person\":{\"contentType\":\"person\",\"id\":\"E53KwspquqehRV4nuM9mJ\",\"entryTitle\":\"Rohan C\",\"name\":\"Rohan C\",\"titleRichText\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Rohan is a B2B SaaS writer and marketer with over 3 years of experience in the industry. He creates effective content and strategies to improve brand visibility and drive sales.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"title\":\"SaaS writer and Marketer\",\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Rohan is a B2B SaaS writer and marketer with over 3 years of experience in the industry. He creates effective content and strategies to improve brand visibility and drive sales.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"rohan\"},\"personalization\":\"Lazy\"},{\"contentType\":\"blogAuthorPage\",\"id\":\"140mUbUKJvo7brzU6hhqpe\",\"authorName\":\" Jayadeep Subhashis\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"4HtFY4yY4lJTr0ryQnl5TM\",\"seoTitle\":\"Jayadeep Subhashis\",\"seoDescription\":\"Get the latest articles and insights from Jayadeep Subhashis. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"},\"person\":{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":{\"size\":3916019,\"image\":{\"width\":1737,\"height\":1737}},\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From dialing a company’s toll-free number to navigating through an IVR system, hearing an agent greet you by name, and even receiving a post-call feedback SMS, customer service technology powers every touchpoint of the customer journey. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Simply put, customer service technology is the suite of tools and systems that enable businesses to deliver fast, seamless, personalized support to their customers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As businesses move from reactive to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/proactive-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"proactive customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", the technology they implement plays a critical role in determining the success of this transition. While leaders continue striving to balance the human touch with AI-powered automation, mastering this synergy remains a challenge — even for the most experienced CX professionals. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this blog, we’ll explore seven real-world examples of innovative customer service technology in action and five trends shaping the future of this dynamic space. Let’s dive in!\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"The importance of customer service technology in enterprise operations\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" Enterprise-grade companies operate on a massive scale, managing thousands of employees, expansive operational networks and significant revenue streams. With a global presence and intricate daily operations, these organizations — think Microsoft, Uber, Netflix, Disney and Unilever — juggle complex product lines and value chains, each contributing to the overall \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer experience\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For companies of this magnitude, customer service technology is an operational necessity. They require interoperable systems that seamlessly connect processes, resolve issues efficiently and adapt as operations grow and scale. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Take B2B enterprises, for instance. Most operate under strict service level agreements (SLAs), where even minor violations can lead to delayed resolutions, costly penalties, degraded customer experiences, and, in worst-case scenarios, the erosion of customer trust and eventual \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-churn/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer churn\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Businesses must track every request to manage this complexity, prioritize cases and deliver consistent, prompt service across \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/communication-channels/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"communication channels\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With customers now inundated with alternatives, CX has become the defining factor in retaining \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-loyalty/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer loyalty\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". For enterprises, the ability to deliver frictionless and proactive service experience hinges on implementing robust customer service technology tailored to their unique challenges.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"7 Examples of customer service technology transforming businesses\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From automation to data-driven insights, customer service technologies enable enterprises to scale operations, deliver exceptional customer experiences and achieve measurable ROI. Let’s explore some innovative tools and how leading brands leverage them to make an impact.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Interactive chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AI-powered chatbots, driven by natural language processing (NLP), transform how businesses handle customer inquiries. These bots go far beyond answering FAQs — they can escalate complex queries to human agents, collect feedback and even provide personalized recommendations based on customer data. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Take H\u0026M, for example. The global fashion retailer integrates AI chatbots across its app and website to deliver personalized shopping advice, assist with order tracking and resolve customer queries instantly. By offering this seamless support, H\u0026M enhances the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer journey\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and reduces its reliance on human agents. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1dtio7zhTF3JqPtjdsrvAf\",\"title\":\"H\u0026M’s Kik bot acts as a personal fashion consultant by curating outfits based on previous purchases.\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1dtio7zhTF3JqPtjdsrvAf/2ef357b9f5b3738c31a504e7bc16402a/image001.png\",\"details\":{\"size\":323120,\"image\":{\"width\":1000,\"height\":518}},\"fileName\":\"image001.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://datafloq.com/read/6-smart-ways-boost-e-commerce-sales-chatbot/#google_vignette\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Source \",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Related read 📚: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/ai-chatbot-for-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Top 10 AI chatbots for customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Conversational AI\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/conversational-ai/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Conversational AI\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" takes customer interactions to the next level by enabling natural, human-like conversations across various \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-touchpoints/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer touchpoints\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", including voice assistants, messaging apps and even smart devices. Unlike traditional chatbots, these tools can handle more nuanced conversations, adapt based on context and provide seamless, intuitive support.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"One of the most notable examples is Bank of America’s Erica, a conversational AI assistant designed to help customers with account management, bill payments and even financial planning. Since its launch in 2018, Erica has facilitated over \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://newsroom.bankofamerica.com/content/newsroom/press-releases/2024/04/bofa-s-erica-surpasses-2-billion-interactions--helping-42-millio.html\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2 billion\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" interactions, assisting more than 42 million clients.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1DdBiI57myxHSeq0R9SVPS\",\"title\":\"Bank of America's AI assistant Erica provides debt-reducing ideas to a user.\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1DdBiI57myxHSeq0R9SVPS/728dba24c8eb8951eda5eb439e543244/image002.jpg\",\"details\":{\"size\":190116,\"image\":{\"width\":880,\"height\":878}},\"fileName\":\"image002.jpg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://promotions.bankofamerica.com/digitalbanking/mobilebanking/erica\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Source \",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2RSe54VA6SEoZGeryFZt1I\",\"title\":\" Do you know?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 Do you know?\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Modern \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/conversational-ai-platforms/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"conversational AI platforms\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" can now deliver human-like interactions with \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/voice-bot/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"voice bots\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". These technologies use advanced features like auto modulation, dynamic pacing and expressive text-to-speech to make conversations feel natural and engaging — virtually indistinguishable from speaking to a live agent. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This creates a seamless experience that builds customer trust while boosting satisfaction. Leading enterprises rely on these capabilities to handle complex customer queries, reduce strain on their \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/contact-center/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"contact centers\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and maintain scale-quality support. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"6MKcqU0ANNRsz2Pq97FMAg\",\"title\":\"Sprinklr’s conversational AI helps you facilitate seamless, human-like interactions with voice bots.\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6MKcqU0ANNRsz2Pq97FMAg/01e6917cd3df6210913ce8a52f3bbc57/image003.png\",\"details\":{\"size\":614389,\"image\":{\"width\":1189,\"height\":685}},\"fileName\":\"image003.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{\"target\":{\"contentType\":\"templateInlineShowcaseCta\",\"id\":\"JeU4dcKxcXWsRPDtuhPZO\",\"contentEntryTitle\":\"See generative AI-powered bots in action. \",\"headline\":\"See generative AI-powered bots in action. \",\"cta\":{\"contentType\":\"cta\",\"id\":\"sGbuh22tPrbYO7avrqoIM\",\"name\":\"BOOK DEMO\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"BOOK DEMO\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"/demo-care/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true},\"mediaImage\":{\"contentType\":\"media\",\"id\":\"1wnLzLw09zJqqTKD35TBdz\",\"name\":\"How Sprinklr AI+ powered bots deliver human-like conversations.\",\"asset\":{\"id\":\"4tWnHljODP2VQQgeetacxv\",\"title\":\"How Sprinklr AI+ powered bots deliver human-like conversations.\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4tWnHljODP2VQQgeetacxv/d30a329fd960adcba64a488e15decf76/How_Sprinklr_AI__powered_bots_deliver_human-like_conversations.\",\"details\":{\"size\":117038,\"image\":{\"width\":1920,\"height\":1306}},\"fileName\":\"How Sprinklr AI+ powered bots deliver human-like conversations.\",\"contentType\":\"image/webp\"}},\"isFullWidthVideo\":false,\"isAutoplay\":false},\"desktopTextPosition\":\"RIGHT\",\"topMargin\":\"NONE\",\"bottomMargin\":\"NONE\",\"isFullWidthComponent\":false,\"hasRoundedCorners\":false,\"hasDropShadow\":false}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. CRM and customer data analytics tools\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"CRM platforms and advanced analytics tools are critical for centralizing customer data, offering businesses a 360-degree view of customer behavior, preferences and interactions. Modern contact centers rely heavily on CRM integration to streamline \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-workflows/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service workflows\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", enhance agent efficiency and ensure a seamless service experience. By accessing real-time customer data, agents can respond to inquiries with context and relevance, reducing resolution times and elevating overall \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Take Marriott International as an example. The global hotel chain employs a sophisticated CRM system that tracks guest preferences, including room type, amenities and dining choices. With this data, Marriott can personalize guest experiences from the moment they check in, offering tailored welcome amenities or suggesting dining and entertainment options based on past behavior.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This personalized approach delights guests and fosters loyalty, ensuring repeat visits and higher \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-lifetime-value/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer lifetime value\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Sentiment analysis tools\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/sentiment-analysis-tools/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sentiment analysis tools\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" are essential for understanding customer emotions and perceptions, analyzing feedback and interactions to identify how customers truly feel — positive, negative, or neutral. This real-time insight allows you to respond swiftly and more effectively to both positive and negative feedback, creating a dynamic, responsive service strategy. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Coca-Cola leverages \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"sentiment analysis\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" across social media platforms to gauge public opinion about its products and marketing campaigns. By analyzing the tone and sentiment of customer posts, reviews and comments, Coca-Cola can gain immediate insights into how their audience feels and whether their campaigns resonate as expected. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"5bKodIyIVvhlekDd43qNGo\",\"title\":\"Real-time sentiment tracking across channels and categories by Sprinklr conversational analytics software\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5bKodIyIVvhlekDd43qNGo/38edc54d103ad42cfa79768d68ccfc67/image004.png\",\"details\":{\"size\":318086,\"image\":{\"width\":990,\"height\":771}},\"fileName\":\"image004.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Omnichannel routing\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customers now interact with brands across many touchpoints — websites, social media, mobile apps, in-store visits and more. They expect to receive consistent service, whether messaging on Facebook, tweeting about an issue, or calling for support. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-routing/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Omnichannel routing\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" ensures that all \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-interaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" are captured and managed through a unified system. This means customers don't need to repeat themselves when switching between channels, and businesses can respond faster and more effectively. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"5fTHISlHaUVw2SQsSzZqJj\",\"title\":\"Omnichannel routing powered by Sprinklr Service\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5fTHISlHaUVw2SQsSzZqJj/9d8900374b2d423cb0aca09e6f5a534b/image005.png\",\"details\":{\"size\":202649,\"image\":{\"width\":861,\"height\":770}},\"fileName\":\"image005.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sephora's \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/building-blocks-of-omnichannel-strategy/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"omnichannel strategy\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" combines customer touchpoints like mobile apps, in-store consultations, online chat and social media to ensure a personalized experience. 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However, this can be challenging for contact centers as these escalated calls demand time-consuming manual interventions. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/agent-assist/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Agent assist\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" has emerged as a game-changer, providing real-time support to live agents and enhancing overall efficiency. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AI-powered agent assist software works seamlessly alongside live \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-agent/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"contact center agents\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" during customer interactions. 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With shorter wait times and quicker resolutions, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-frustration/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer frustration\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is significantly minimized, improving satisfaction.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"AKUQmSnQjzdics5dBSfAQ\",\"title\":\"How Sprinklr Agent Assist software puts you one step ahead\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"How Sprinklr Agent Assist software puts you one step ahead\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/agent-assist/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s Agent Assist software\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", powered by \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr AI+\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", takes the customer service experience to the next level by optimizing agent responses for tone, relevance and accuracy. This ensures that each interaction is swift, personalized and aligned with the brand voice. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Additionally, the software intelligently detects case dispositions and auto-prefills them, dramatically reducing the time agents spend on repetitive tasks and allowing them to focus on delivering more meaningful, high-quality service. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"For example, a Middle Eastern e-commerce retailer reported significant improvements just ten days after launching \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" with Sprinklr AI+. Their agents spent less time crafting and translating responses and had more bandwidth to address complex queries, leading to faster resolutions and more satisfied customers. \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/stories/middle-east-ecomm-retailer/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Read full story\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"4bsAK5gbATz9tWv7wWb4Rx\",\"title\":\"Sprinklr agent assist software powered by Sprinklr AI+\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4bsAK5gbATz9tWv7wWb4Rx/d8b2711e8c66b8c0f2944244d82093d0/image006.png\",\"details\":{\"size\":427043,\"image\":{\"width\":1084,\"height\":633}},\"fileName\":\"image006.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{\"target\":{\"contentType\":\"templateInlineShowcaseCta\",\"id\":\"4Jlcpkvs2OC7y0V6AFFWMB\",\"contentEntryTitle\":\"Solve customer queries up to 50% faster with AI-powered agent assist.\",\"headline\":\"Solve customer queries up to 50% faster with AI-powered agent assist.\",\"cta\":{\"contentType\":\"cta\",\"id\":\"2TVS7UGnj8b6uY7pLUnp5T\",\"name\":\"SCHEDULE AGENT ASSIST DEMO\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"SCHEDULE AGENT ASSIST DEMO\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"/demo-care/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true},\"mediaImage\":{\"contentType\":\"media\",\"id\":\"sLIzK9kjeORkPdTqKN9tf\",\"name\":\"Solve customer queries 50% faster with AI-powered Agent Assist\",\"asset\":{\"id\":\"L1gRSorp0FYZcnn60aYYs\",\"title\":\"resource_card_agent_assist_11_features_customer_care_agents_need_from_an_agent_desktop_default\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/L1gRSorp0FYZcnn60aYYs/9d33fc5ed838cad43298ce05516a4822/resource_card_agent_assist_11_features_customer_care_agents_need_from_an_agent_desktop_default\",\"details\":{\"size\":46554,\"image\":{\"width\":600,\"height\":354}},\"fileName\":\"resource_card_agent_assist_11_features_customer_care_agents_need_from_an_agent_desktop_default\",\"contentType\":\"image/jpeg\"}},\"isFullWidthVideo\":false,\"isAutoplay\":false},\"desktopTextPosition\":\"RIGHT\",\"topMargin\":\"NONE\",\"bottomMargin\":\"NONE\",\"isFullWidthComponent\":false,\"hasRoundedCorners\":false,\"hasDropShadow\":false}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"7. Predictive customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The modern customer expects a reactive service experience that anticipates their needs and provides tailored solutions before they ask. Predictive customer service transforms how businesses anticipate and address \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-needs/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer needs\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" before they arise. By leveraging historical data, AI and machine learning, predictive service tools enable you to foresee potential issues, customer behaviors and even preferences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With data now at their fingertips, you can analyze past interactions and identify patterns that suggest what a customer might need next — whether resolving an issue, offering product recommendations or providing personalized follow-ups. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For instance, \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Amazon\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" uses predictive customer service to enhance its user experience by forecasting delivery times based on data from past orders and user preferences. By proactively informing customers about potential delays or offering faster shipping options, Amazon prevents frustration and ensures customers feel supported, not reactive to their needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5 customer service technology trends to watch in 2025 and beyond\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" As businesses strive to stay ahead of rising customer expectations, the landscape of customer service technology is evolving rapidly. With the help of emerging trends, enterprises are transforming their operations to offer hyper-personalized experiences, streamline processes and create innovative solutions. Here’s a look at the customer service technology trends set to define the next few years and how they align with the future of enterprise operations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Hyper-personalization through AI\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For enterprises, hyper-personalization will extend well beyond simple product recommendations. AI will enable brands to customize every touchpoint — from content and communications to support offerings — ensuring that each interaction feels deeply personal and relevant to the individual. By predicting customer needs and pain points, you will be empowered to proactively resolve issues before they escalate, enhancing overall satisfaction and strengthening loyalty. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As this trend unfolds, large-scale organizations will leverage AI to improve customer service, drive efficiency, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-reduce-customer-churn/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"reduce churn\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and increase revenue by tailoring each customer journey based on data-driven insights. This anticipatory approach to customer service will become a key differentiator in a marketplace flooded with alternatives, giving forward-thinking enterprises a competitive edge. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Voice technology integration in customer service \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" Voice technology is poised to be a key player in customer service. From self-service kiosks to in-app voice assistants, businesses will rely on voice technology to offer hands-free, seamless support across multiple touchpoints. The use of voice bots will continue to grow, handling everything from troubleshooting issues to guiding customers through complex processes and even making personalized product recommendations, all without requiring human intervention. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For enterprise-grade organizations, integrating voice technology means more than easing customer interactions — it also means enhancing accessibility and driving efficiency at scale. As voice bots manage more tasks, you will be able to reduce wait times, increase \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/first-contact-resolution/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"first-contact resolution\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and allow agents to focus on higher-value tasks. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Don’t miss this:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/chatbot-vs-voice-bot/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Chatbot vs. voice bot: Key differences\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Autonomous self-service solutions\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In the next five years, expect self-service solutions to become far more sophisticated, capable of handling intricate tasks like troubleshooting technical issues, guiding customers through complex product configurations and even offering real-time personalization. These systems will become context-aware — understanding the customer’s situation better — and anticipate needs, proactively solving problems before they escalate. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. The rise of ethical AI \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ethical AI goes beyond compliance; it focuses on ensuring that AI use is aligned with the broader goals of privacy, security and non-bias. With AI systems handling sensitive customer data, businesses must ensure that these technologies do not inadvertently discriminate, mislead, or make decisions that undermine customer trust. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Soon, businesses will invest in AI systems that are transparent and auditable, ensuring customers can see how their data is being used. AI models will also be increasingly designed to prioritize fairness, reducing bias in decision-making processes. For example, instead of treating all customer interactions the same, these AI systems will be capable of understanding and respecting cultural and demographic differences, ensuring that all customers receive the same level of quality care and service. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Agentic AI\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For enterprises, agentic AI is set to redefine customer service workflows. This autonomous decision-making capability streamlines operations, improves response times and reduces operational bottlenecks. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Also, as these systems become more sophisticated, they'll learn from every interaction, improving over time and offering increasingly intelligent recommendations. Whether it's suggesting the best solution based on customer behavior, offering predictive troubleshooting for technical issues, or adjusting responses based on \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-sentiment/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer sentiment\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", agentic AI will evolve to meet the ever-growing demands of customers and businesses alike. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For large enterprises, adopting agentic AI will result in greater automation of decision-making processes, driving down costs while enhancing service quality. As companies scale their operations, this level of AI autonomy will be essential to efficiently manage high volumes of interactions while ensuring a consistent and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/personalized-customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"personalized customer experience\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Also Read:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/ai-in-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Role of AI in Customer Service for Large Corporations [2025]\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Actionable tips for implementing customer service technology\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When implementing customer service technology in an enterprise environment, the goal should always be to enhance operational efficiency and the customer experience. However, achieving this requires a clear, strategic approach. Here’s how to implement customer service technology practically and effectively.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Step 1: 🔬 Start with a thorough assessment of your current systems\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Before diving into new tools, take the time to understand where your existing processes are falling short. Are your customer service agents struggling with manual tasks? Are there bottlenecks in your communication channels? Once you have a clear picture of your pain points, you can make informed decisions about the necessary technologies. Identifying gaps will guide your technology adoption, Whether AI-driven tools, CRM platforms or omnichannel support systems.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Step 2: 🔁 Prioritize integration. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Your technology stack should work together seamlessly. Implementing new tools without considering how they integrate with your existing systems can lead to fragmented workflows and data silos. Look for solutions that offer robust integration with your current CRM, ticketing system and knowledge base. This will ensure smooth data flow across platforms, enhancing overall efficiency.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Step 3: 📚 Train your team \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"No matter how advanced your customer service technology is, its effectiveness depends on how well your team can use it. Invest in comprehensive customer service training programs for your customer service representatives, agents and support staff. They need to understand how to use the technology and how it can help them perform their jobs better. Training should be ongoing, with regular updates to ensure your team is well-versed in any system upgrades or new features.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Step 4: 🤝 Don't overlook the human touch\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-automation/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service automation\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is a key component of modern customer service, human agents still play an essential role, especially in handling complex issues. Strive for a balanced approach where technology supports human agents rather than replacing them. AI tools like chatbots or agent-assist software should help agents become more efficient by providing real-time suggestions and streamlining routine tasks. This will allow agents to focus on more complex or personalized customer interactions, enhancing the overall service quality. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Read\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/frictionless-customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AI and the human touch: How to fly high in the customer experience sky\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Step 5: 📊 Measure success\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Setting clear KPIs is crucial for determining how well your technology is performing. These metrics include average response time, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/help/articles/customer-satisfaction-analysis/what-is-csat-and-how-is-it-scored/65a8f025d39ae90f84200c38/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer satisfaction scores\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", agent performance and case resolution rates. Use these insights to fine-tune your strategy and revisit the technology or workflows. Consistently evaluate the performance of your systems and adapt to new challenges or customer expectations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"4yHhsQpf5NEfBqPo9MYMda\",\"title\":\"💰 Two cents from Sprinklr\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💰 Two cents from Sprinklr\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer service technology evolves rapidly. What works today might not be the best solution a few years later. Keep an eye on emerging trends and AI technologies and be prepared to iterate on your current systems. This could mean adopting new tools, upgrading your current solutions, or integrating new functionalities to meet growing customer demands. Agility will ensure that your customer service team stays ahead of the curve. \\n \\n\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Build a Strategy for Today’s Customers\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" – \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/resources/customer-service-strategic-handbook/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Download eBook\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Deliver stellar service with Sprinklr\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The evolution of customer service technology is not just about keeping up with trends — it's about staying relevant in an era of rising customer expectations and intense competition. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The key to success lies in investing in the right technologies — solutions that align with your business goals, integrate effortlessly into your existing workflows and address your customers' unique needs. A thoughtful, strategic approach is essential to avoid the pitfalls of fragmented systems or underutilized tools. Instead of focusing solely on individual features or the latest shiny tech, you must consider the bigger picture: delivering consistent, personalized and frictionless customer experiences across all touchpoints. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This is where the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr Unified-CXM platform\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" comes in. Unlike point solutions perpetuating disconnected systems and siloed data, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" provides an end-to-end approach that unifies all customer-facing teams, tools, and channels on one AI-powered platform. With a single, comprehensive view of your customers, powered by purpose-built AI trained on both internal and external data, you can move beyond reactive, disjointed interactions to deliver proactive, personalized, real-time engagement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To understand how Sprinklr customers leverage \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/unified-cxm/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr Unified-CXM\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to their advantage, book a demo with our experts today!\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"1QRJUCyEDlRwHMTzJpGXsz\",\"name\":\"BOOK SPRINKLR UNIFIED-CXM DEMO\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"BOOK SPRINKLR UNIFIED-CXM DEMO\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"/demo-platform/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"7Kjd11e1ZTMjbo0uIEoWKK\",\"name\":\"FAQ - Customer Service Technology: Examples and Trends to Consider\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"33dqrZgw0W040CYTL2485S\",\"name\":\"Does customer service technology affect employee satisfaction?\",\"title\":\"Does customer service technology affect employee satisfaction?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Yes, it streamlines workflows, reduces repetitive tasks and gives agents the tools and insights they need to work efficiently, leading to higher job satisfaction. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"5hWfPFlpocc4amTGbso0H7\",\"name\":\"How to measure the effectiveness of a customer service technology solution in an enterprise?\",\"title\":\"How to measure the effectiveness of a customer service technology solution in an enterprise?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"To measure the effectiveness of a customer service technology solution, track key metrics such as first response time (FRT), average handling time (AHT), customer satisfaction (CSAT) scores, and \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/net-promoter-score/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"net promoter score (NPS)\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". Additionally, monitor operational efficiency, agent productivity and overall impact on customer retention and loyalty.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"5tOjL2Qpvv12uZwxXXhDz8\",\"name\":\"What are the advantages and disadvantages of technology in customer service?\",\"title\":\"What are the advantages and disadvantages of technology in customer service?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Advantages:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Technology enhances efficiency, enables 24/7 support, personalizes customer experiences, and reduces operational costs. It streamlines workflows and empowers agents with tools like AI and analytics for better decision-making. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Disadvantages:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Over-reliance on technology can reduce the human touch, lead to system outages, and require significant investment in implementation and maintenance. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"4zjlfC6LUdbHpMXGhkhbEg\",\"name\":\"Can customer service technologies influence and improve customer loyalty?\",\"title\":\"Can customer service technologies influence and improve customer loyalty?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Absolutely. They enhance customer experiences by delivering faster, personalized and consistent support, fostering trust and long-term loyalty. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"57oi0Nn00g73clQvnPlzzs\",\"name\":\"Do customer service technologies help enterprises during peak demand times?\",\"title\":\"Do customer service technologies help enterprises during peak demand times?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Yes, they handle high volumes efficiently with tools like AI chatbots, automated workflows and scalable omnichannel platforms, reducing strain on human agents. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"noContainerTopBottomPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"59iEWU4UJXGZ6S2Gi9iM9n\",\"title\":\"Thumbnail\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/59iEWU4UJXGZ6S2Gi9iM9n/15e1f7d6917564c9d8f5ede5500b673c/Thumbnail.jpeg\",\"details\":{\"size\":1763935,\"image\":{\"width\":6000,\"height\":4000}},\"fileName\":\"Thumbnail.jpeg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/customer-service-technology/\"},{\"id\":\"7H4BSkmcjUOCtciCwT0gW0\",\"title\":\"Machine Learning in Call Centers: A Guide to Get Started\",\"category\":\"Customer Service\",\"authors\":[\"$17f\",\"$194\"],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The pressure on call centers to deliver faster, smarter, and more personalized service has never been greater. Customers expect instant solutions, minimal friction, and seamless interactions across channels — and they’re quick to move on if those expectations aren’t met. Call center machine learning is making its mark here, helping enterprises turn these challenges into opportunities. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With rising customer expectations and increasingly complex operations, businesses are leaning on machine learning to deliver what matters most — speed, accuracy and insights that drive exceptional customer experiences. After all, satisfied customers are not only loyal but also more profitable. They spend up to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"140%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" more than their less satisfied counterparts. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For call centers, this means embracing ML to predict customer needs, streamline workflows and enhance real-time decision-making. In this blog, we’ll discuss real-life examples of machine learning in action, showcasing how it’s transforming call center operations. Also, learn the challenges and some quick tips on how to get started.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What is the need for machine learning in call centers?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Enterprise-level call centers face growing challenges that make delivering exceptional \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" increasingly complex. High call volumes often result in extended wait times, while limited personalization can leave customers feeling undervalued. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Another critical hurdle is \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/workforce-management/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"workforce management\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"—balancing staffing levels with fluctuating demand is no small feat. Operational inefficiencies caused by manual processes and outdated systems further hinder performance, negatively impacting agent productivity and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" This is where \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"call center machine learning\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" steps in, directly addressing these challenges by: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"· \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🤖 Automating routine tasks:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Machine learning streamlines repetitive functions such as \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-routing/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"call routing\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", ticket categorization and response suggestions. This allows agents to focus on resolving complex customer issues, enhancing both productivity and outcomes. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"· \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🎯 Enhancing personalization:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" ML enables hyper-personalized interactions — tailored product recommendations, sentiment-based responses, and more by analyzing vast amounts of customer data. These interactions drive higher satisfaction and loyalty. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"· \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📈 Optimizing workforce management:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" ML-powered predictive analytics help managers create smarter schedules, matching staffing levels with demand peaks and reducing the risks of overstaffing or \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-burnout/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"agent burnout\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"· \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"⚙️ Improving operational efficiency:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Machine learning eliminates bottlenecks by automating processes, detecting anomalies, reducing manual errors, and ensuring smoother call center operations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" The impact is undeniable. According to Statista, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.statista.com/statistics/1111204/machine-learning-use-case-frequency/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"57%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"of businesses already use\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/machine-learning-in-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"machine learning in customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"to enhance customer experiences. Call centers embracing ML report improved \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/help/articles/customer-satisfaction-analysis/what-is-csat-and-how-is-it-scored/65a8f025d39ae90f84200c38/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer satisfaction (CSAT) scores\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", increased agent productivity, and shifted from reactive problem-solving to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/proactive-customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"proactive customer engagement.\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Key applications of machine learning in call centers\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Machine learning is revolutionizing call center operations, especially for enterprise-scale organizations managing vast volumes of customer interactions daily. By integrating intelligent technologies, businesses can deliver faster, more personalized and highly efficient customer service. Below, we explore one of the most impactful applications of call center machine learning:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Automated call routing \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" ML algorithms analyze customer interactions (voice, text, chat, etc.) to understand their intent, sentiment, and urgency. They enable intelligent routing of calls to the most suitable agents (e.g., based on skills, language, and availability). Directing calls to the right agent from the start significantly reduces call resolution times. Faster resolutions and reduced transfers lead to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-happiness/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"happier customers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Sentiment analysis \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Through call center machine learning, you can analyze tone, language, and context to identify customer sentiment during interactions. Identifying frustrated or \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-handle-angry-customer/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"angry customers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" allows agents to address concerns and prevent escalation proactively. Sentiment analysis data can also be used to identify areas for improvement in \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-center-agent-training/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"call center agent training\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and coaching.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Predictive analytics \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"ML algorithms analyze historical data (call volumes, contact center agent performance, and customer behavior) to forecast future trends. Predicting call volumes accurately helps optimize staffing levels, minimize wait times, and maximize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/agent-utilization/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"agent utilization\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Plus, it helps identify potential service disruptions and proactively allocate resources to prevent issues. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://fernfortuniversity.com/essay/entrepreneurship_case/jennie-maze-limited-enhancing-call-center-performance-using-predictive-analytics-2107\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Jennie Maze Limited\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", a rapidly growing insurance company, faced challenges in managing its call center operations, including high call volumes, uneven agent workload distribution and difficulty predicting \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-needs/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer needs\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". The company implemented a comprehensive predictive analytics strategy focusing on time series forecasting to address these issues. This data-driven approach enabled Jennie Maze Limited to proactively anticipate customer needs, optimize agent scheduling and improve overall customer satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Conversational AI and chatbots\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AI-powered chatbots can handle a wide range of customer inquiries (e.g., answering FAQs, providing product information, and processing orders) 24/7. By effectively handling routine inquiries, chatbots significantly reduce the volume of calls to the call center. They also empower customers to find answers and resolve issues by suggesting relevant \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"knowledge bases\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", enhancing their self-service experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Vodafone introduced an AI chatbot named TOBi to manage routine customer queries. This resulted in a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.irjet.net/archives/V11/i5/IRJET-V11I5128.pdf\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"68%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" reduction in call volumes and a 43% increase in customer satisfaction ratings.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Real-time agent assistance\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"ML-driven tools provide agents with real-time guidance during calls, such as suggested responses or next-best actions based on customer input. This boosts efficiency and ensures consistent service quality. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.thetimes.com/uk/technology-uk/article/travel-agents-chatty-ai-call-handlers-take-off-vsjn0sx8q\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"HotelPlanner\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", a leading hotel booking platform, introduced AI-powered travel agents to handle customer inquiries. These AI agents managed over 40,000 holiday inquiries and generated £150,000 room reservations within their first month. By operating 24/7, the AI agents doubled call volumes and significantly increased bookings, demonstrating the effectiveness of AI in enhancing customer service and operational efficiency.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"5tXDzySsMXokPUraHdPVnn\",\"title\":\"Real-time agent assistance\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"😊 Good to know\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/agent-assist/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s AI-powered Agent Assist software\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" takes real-time guidance to the next level. By providing tailored recommendations, including personalized responses, relevant knowledge base articles and optimal next actions, Sprinklr helps agents focus entirely on the conversation. This minimizes \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/average-handling-time/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"average handling time\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and maximizes customer satisfaction by delivering actionable insights precisely when needed. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s AI-powered Agent Assist ensures agents can handle even the most complex conversations with confidence and agility, transforming every interaction into an opportunity to delight.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"2PWZKAR5u1A4WPuV9rbLev\",\"title\":\"Sprinklr’s AI Agent Assist Software assists agents during live calls and conversations\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2PWZKAR5u1A4WPuV9rbLev/6a63a75e6cf2820893931f3fe44536e7/image001.png\",\"details\":{\"size\":537025,\"image\":{\"width\":1051,\"height\":754}},\"fileName\":\"image001.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{\"target\":{\"contentType\":\"templateInlineShowcaseCta\",\"id\":\"79PJNwZYIM6fqNehgR4P4o\",\"contentEntryTitle\":\" Solve customer queries up to 50% faster with AI-powered Agent Assist\",\"headline\":\" Solve customer queries up to 50% faster with AI-powered Agent Assist\",\"cta\":{\"contentType\":\"cta\",\"id\":\"5dN9rDyEVHrxqNeVHXPieU\",\"name\":\"BOOK DEMO\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"BOOK DEMO\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"/demo-care/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true},\"mediaImage\":{\"contentType\":\"media\",\"id\":\"owxZj8PcI4FfPuziuNOfX\",\"name\":\"Research Lite Demo\",\"asset\":{\"id\":\"4makFNiVzeBWK2caza5Z4X\",\"title\":\"research-lite 1\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4makFNiVzeBWK2caza5Z4X/486cc6e0f5ad141bde7b9f2cbcad238a/research-lite_1.jpg\",\"details\":{\"size\":136215,\"image\":{\"width\":1001,\"height\":1001}},\"fileName\":\"research-lite_1.jpg\",\"contentType\":\"image/jpeg\"}},\"isFullWidthVideo\":false,\"isAutoplay\":false},\"desktopTextPosition\":\"RIGHT\",\"topMargin\":\"NONE\",\"bottomMargin\":\"NONE\",\"isFullWidthComponent\":false,\"hasRoundedCorners\":true,\"hasDropShadow\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Real-life examples of machine learning in call centers\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" Here are a few real-life examples of how large enterprises leverage machine learning to transform their call center operations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1. Bank of America\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.cxnetwork.com/contact-center/articles/case-study-business-intelligence-contact-center\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Bank of America\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" harnesses predictive analytics to forecast call volumes and anticipate potential service disruptions. This proactive approach enables the company to optimize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/workforce-optimization/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"workforce management\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", ensuring smoother operations during peak times.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Additionally, the bank employs AI-powered call routing systems to analyze customer inquiries in real-time and direct calls to agents whose skills and expertise best match the customer’s needs.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The results have been remarkable — reduced average wait times, improved first-call resolution rates and enhanced customer satisfaction scores.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"iFrame\",\"id\":\"2zV0NffzUNtXGpCODpZZCd\",\"name\":\"4 tips to improve FCR rate in your contact center | Sprinklr\",\"iFrameText\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/W7IRyJgR_fE?si=Vn1bOoPaH0ZbSz7k?enablejsapi=1\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" referrerpolicy=\\\"strict-origin-when-cross-origin\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. Delta Airlines \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.cxnetwork.com/contact-center/articles/case-study-business-intelligence-contact-center\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Delta Airlines\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" utilizes sentiment analysis to monitor customer conversations across social media and other channels. Agents are provided with real-time alerts and insights into \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-sentiment/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer sentiment\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" during interactions. They also receive real-time assistance, such as suggested scripts and knowledge base articles, to help them resolve customer issues effectively. This helped Delta Airlines improve customer satisfaction, reduce negative sentiment on social media and increase agent confidence and job satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2eZouow7ulrxjWjFYNR3gI\",\"title\":\"Delta Airlines \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"How Sprinklr helps\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Imagine being able to identify \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"why\",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" your customers are reaching out and proactively address their needs before they even voice them. With \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/conversational-analytics/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr conversational analytics software\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", you can analyze customer intents and sentiments across 100% of your interaction data, uncovering emerging trends and opportunities. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr goes beyond reaction — it empowers you to anticipate. With real-time analytics, you can spot potential issues before they escalate, safeguarding your CSAT scores. Intelligent auto-alerts from Sprinklr AI instantly notify supervisors of emerging concerns, ensuring no customer need slips through the cracks.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"6JoC92RzmmTOOVmTVphBsA\",\"title\":\"Customer intent and sentiment detection across channels with Sprinklr conversational analytics software\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6JoC92RzmmTOOVmTVphBsA/0ef13cf589f7fa2c9addcc6ce51b651d/image002.png\",\"details\":{\"size\":290351,\"image\":{\"width\":950,\"height\":705}},\"fileName\":\"image002.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateInlineShowcaseCta\",\"id\":\"1Xkqm3oT2e44Xw5Sz2Fce4\",\"contentEntryTitle\":\"Uncover actionable intelligence from 100% of customer conversations.\",\"headline\":\"Uncover actionable intelligence from 100% of customer conversations.\",\"cta\":{\"contentType\":\"cta\",\"id\":\"7pMixypmy1mHWzRgEtHkfz\",\"name\":\"BOOK CONVERSATIONAL ANALYTICS DEMO\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"BOOK CONVERSATIONAL ANALYTICS DEMO\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"/demo-care/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true},\"mediaImage\":\"$1a4\",\"desktopTextPosition\":\"RIGHT\",\"topMargin\":\"NONE\",\"bottomMargin\":\"NONE\",\"isFullWidthComponent\":false,\"hasRoundedCorners\":true,\"hasDropShadow\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Challenges in implementing machine learning in call centers \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While machine learning can potentially transform call centers, large enterprises often face significant challenges when implementing these advanced technologies. Here are some of the top hurdles they face. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🔐 Data privacy concerns \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For large organizations, particularly those handling sensitive customer data, compliance with stringent data privacy regulations like GDPR and CCPA is paramount. Failure to uphold data security standards can lead to legal repercussions, financial penalties, and irreparable damage to a company’s reputation.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"nKR8tplrFWIiYRFMRK5sR\",\"title\":\"Data privacy concerns \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"✅ Solution\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The key to overcoming this challenge is prioritizing data encryption anonymization and ensuring compliance with local and international regulations. When choosing ML solutions, opting for those built with robust security frameworks in mind is crucial. Additionally, regularly scheduled audits are essential to maintaining data integrity and trust. \",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🖥️ Integration with legacy systems \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Many enterprises rely on legacy systems not designed to work seamlessly with modern ML technologies. Integrating new AI-driven tools with these outdated systems can be time-consuming and expensive.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1HT1SDueGuy3zt5Zdr6CFi\",\"title\":\" Integration with legacy systems \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"✅ Solution\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A successful integration strategy involves a gradual, phased approach. Start by introducing ML solutions that can work alongside your current systems without requiring a complete overhaul. This allows for smoother transitions and reduces operational disruptions. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Over time, expand and integrate more advanced capabilities as your infrastructure evolves. Opt for scalable ML solutions that support incremental modernization, enabling you to upgrade your systems step by step without a major financial burden.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" 💰 High initial investment \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Implementing machine learning at scale requires substantial upfront investment in technology, infrastructure and training. The cost can be prohibitive for large organizations, especially when results may take time to materialize.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"6HeETLOCminT9Atxd4zlbR\",\"title\":\"High initial investment \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"✅ Solution\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"To mitigate this challenge, look for flexible pricing models that allow you to start small and scale as needed. This gives you the freedom to pilot ML solutions with minimal financial risk, testing their effectiveness before committing to full-scale deployment. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Additionally, partner with vendors who offer robust training and support. This ensures that your team can quickly get up to speed with the technology, making it easier to realize value from day one and accelerate time to ROI.\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"📚 Change management and employee training \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Adopting call center machine learning requires a shift in mindset, especially for call center agents who are used to traditional workflows. Employees may resist new technology, fearing job displacement or the learning curve involved.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"7bbAM2L704uIFwA7RdKaoP\",\"title\":\"Change management and employee training \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"✅ Solution\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"To overcome this resistance, robust change management strategies that communicate the role of ML as a tool to augment rather than replace human agents are essential. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Frame the conversation around how AI enhances agents’ capabilities, helping them work smarter and more efficiently rather than making their jobs obsolete. Offer comprehensive training programs that teach employees how to use AI tools and emphasize the value these technologies bring to their daily work. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Editor’s Pick:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/change-management-checklist/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Change Management in Call Centers: Key Checklists\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to get started with machine learning in your call center \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Implementing machine learning in your call center doesn’t have to be overwhelming. By taking a strategic, step-by-step approach, you can harness the power of ML to optimize your operations and deliver exceptional \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer experiences\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Here’s how to get started. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1. Assess your current operations \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Before diving into machine learning, it's crucial first to understand your call center's current state. Implementing machine learning in call centers can be a shot in the dark without a clear grasp of your existing technology, processes and workflows. Start with a comprehensive audit of your operations. Map out your key systems, identify existing pain points and review the currently available data. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Focus on key \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-kpis/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"call center KPIs\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" such as average handle time (AHT), first-call resolution (FCR), customer satisfaction (CSAT) and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-agent-performance-metrics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"agent performance metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". These will serve as benchmarks for measuring the impact of ML down the road. Look for bottlenecks or areas of inefficiency — whether it's long wait times, ineffective call routing or even high agent turnover. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But don't stop there—also consider strategic business goals. Where do you most need improvements? Do you want to increase agent productivity, enhance customer experience, or optimize resource allocation? By identifying specific pain points and aligning ML goals with business objectives, you ensure the technology delivers tangible benefits. This initial assessment sets the stage for a targeted, focused approach to integrating machine learning into your call center's operations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. Choose the right tools \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Selecting the right machine learning tools is critical to ensuring your success. The right tool can unlock your call center’s potential, while the wrong one can lead to inefficiencies and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-frustration/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer frustration\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Start by defining your objectives — improving call routing, automating tasks, or enhancing customer interactions. Once your goals are clear, look for solutions that align with those needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Evaluate tools based on their ability to scale with your operations. As your call center grows, your ML solution should seamlessly expand without requiring a complete overhaul. Prioritize tools that integrate smoothly with your existing platforms — this will help streamline implementation and reduce disruption. Whether adding predictive analytics, sentiment analysis or real-time agent assistance, the selected tools should complement and enhance your current systems, not replace them. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Additionally, consider future-proofing. Choose solutions flexible enough to adapt to advancements in ML and AI technologies, ensuring your investments remain relevant as innovation progresses.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"200T9z1g5tNAkywnKTLnqs\",\"title\":\"Choose the right tools\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Achieve 90%+ accuracy with Sprinklr AI\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr AI\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" stands out as a comprehensive solution, offering a suite of capabilities designed to empower your team while optimizing customer experiences. With 90%+ accuracy, Sprinklr’s specialized AI models drive productivity and better decision-making, ensuring seamless service at every touchpoint. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Empower your agents: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Sprinklr AI boosts agent productivity and first-call resolution rates by optimizing responses for tone, relevance and accuracy. Agents can quickly extract answers from the knowledge base and automated case summarization and disposition ensure faster resolutions. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Enhance self-service:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" With Conversational AI+, quickly deploy and scale generative AI-powered conversational bots. These bots provide deeply contextual and relevant responses, improving self-serve rates and streamlining \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-interaction/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer interactions\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Monitor and improve quality:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Automate quality monitoring and receive recommended actions based on customized AI scoring parameters. This ensures your agents maintain consistent interaction quality while enabling smarter, data-driven decisions for continuous improvement. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"IpOZ7IIrPSa6UZR2jCNf7\",\"title\":\"Automated agent performance scoring with Sprinklr AI\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/IpOZ7IIrPSa6UZR2jCNf7/3fcbe7ff3b372b214a90a452f899c1be/image003.png\",\"details\":{\"size\":307028,\"image\":{\"width\":879,\"height\":683}},\"fileName\":\"image003.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"2ik6kXLxc8pjvciGDXuLlu\",\"name\":\"BOOK SPRINKLR AI DEMO\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"BOOK SPRINKLR AI DEMO\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"/demo-platform/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"3. Build a data-driven culture \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" Machine learning thrives on data. Your business must embrace a data-driven culture to make the most of ML. Encourage teams to collect and analyze customer data to uncover insights that drive thoughtful decision-making. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"eMTeLVIHncaMfauqSyJjX\",\"title\":\"Build a data-driven culture \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🎯 Pro Tip\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Promote ongoing data literacy training across your teams to ensure they can interpret and act on the insights provided by your ML models. Equip your agents with the tools and knowledge to leverage these insights during customer interactions — helping them tailor conversations, improve problem-solving and boost satisfaction. The more empowered your team is with actionable data, the more seamless and impactful the customer experience will be.\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4. Start small with pilot projects \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Rather than attempting a full-scale overhaul of your entire call center operations, it is wise to begin with pilot projects. Focusing on specific areas where ML can deliver quick wins, such as automated call routing, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"sentiment analysis\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", or predictive analytics, allows you to demonstrate the technology’s value in a controlled, manageable way. You can gradually build confidence in the technology by closely monitoring the results and iterating based on performance metrics and team feedback.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5. Monitor and scale \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Once you've successfully run pilot projects and seen initial positive outcomes, it's crucial to focus on continuous monitoring of the ML models. This allows you to track real-time performance, identify challenges and make necessary adjustments. As your models evolve and your understanding deepens, regular optimization ensures that your ML tools align with your business goals.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Power up your call center with best-in-class AI \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Let’s face it — call centers are no longer just about answering calls. They’re the frontline of customer experience, and if your business isn’t leveraging AI to improve operational efficiency, customer satisfaction and agent performance, you’re falling behind. The industry is evolving at lightning speed, and those who aren’t adapting to AI-driven solutions will inevitably struggle to keep up. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The companies that truly capitalize on AI are seeing dramatic improvements in customer satisfaction, operational costs, and agent productivity. But the road to AI adoption is challenging. Data privacy concerns, integration complexities, and high upfront costs can feel like major roadblocks. So, how do you overcome them without getting bogged down? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The answer is simple: partner with \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr’s AI-powered solutions are built to solve the exact problems you’re grappling with. With Sprinklr Service, you’ll be able to: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Empower your agents with real-time assistance to handle issues swiftly, reducing resolution times. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Improve self-service with AI-driven chatbots and Conversational AI+. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Continuously monitor performance with actionable insights to optimize your call center operations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Schedule a demo of Sprinklr Service today and see firsthand how it can revolutionize your call center operations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"31tNp7qbYuddQJsbFDDyJt\",\"name\":\"BOOK SPRINKLR SERVICE DEMO\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"BOOK SPRINKLR SERVICE DEMO\",\"url\":\"/demo-care/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"4QZ5GzK2mjbWy98CgYTa2t\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"6UKGxdFVYBFb5DUGgMxva4\",\"name\":\"How can ML improve call center operations in large organizations?\",\"title\":\"How can ML improve call center operations in large organizations?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Machine learning can streamline call center operations by automating repetitive tasks, improving call routing and providing real-time insights. This can reduce wait times, enhance agent productivity and improve customer satisfaction in large-scale environments.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"6apJjiCxIally0RudiE5cw\",\"name\":\"What types of call center tasks can be automated with machine learning?\",\"title\":\"What types of call center tasks can be automated with machine learning?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Machine learning can automate tasks such as call routing, sentiment analysis, data entry, customer support through chatbots and predictive analytics for forecasting call volumes, improving both efficiency and accuracy.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"6Jv54RdPmOd8TS0txrd0mo\",\"name\":\"What is the difference between AI and machine learning in call centers?\",\"title\":\"What is the difference between AI and machine learning in call centers?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"AI refers to the broader concept of machines performing tasks that would typically require human intelligence. In contrast, machine learning is a subset of AI that enables systems to learn from data and improve over time without explicit programming.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"2YtFDFo7r9xZNyNubNSXtB\",\"name\":\"How does automated call routing work in a machine learning-driven call center?\",\"title\":\"How does automated call routing work in a machine learning-driven call center?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Automated call routing uses machine learning algorithms to analyze customer inquiries and route calls to the most suitable agent based on factors like customer history, sentiment and agent expertise, ensuring quicker and more accurate resolutions\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"6KYCZWK1nXlC8OSJtLPVoX\",\"name\":\"How can machine learning be used ethically in call centers?\",\"title\":\"How can machine learning be used ethically in call centers?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Machine learning in call centers should prioritize customer privacy, ensure data security and be transparent in its decision-making. Ethical practices involve obtaining customer consent for data use, avoiding bias in AI models, and maintaining compliance with data protection regulations.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"noContainerTopBottomPadding\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"6ZTEC45CHoR3PoyTVgTumx\",\"title\":\"Thumbnail\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6ZTEC45CHoR3PoyTVgTumx/a58f1da694173eea84b1600d490019e4/Thumbnail\",\"details\":{\"size\":3001881,\"image\":{\"width\":7600,\"height\":3800}},\"fileName\":\"Thumbnail\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/call-center-machine-learning/\"},{\"id\":\"35515oUyvvTfJsJEawRejF\",\"title\":\"Talkdesk Alternatives: Top 8 Competitors in 2024-25\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"b7wrAGiUA3tY0Lar8jxeT\",\"authorName\":\"Issac Thomas\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"6OJVe5QGkeUE1rR03J161\",\"seoTitle\":\"Issac Thomas\",\"seoDescription\":\"Get the latest articles and insights from Issac Thomas. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Issac Thomas\"},\"person\":{\"contentType\":\"person\",\"id\":\"6fgeAQjbYOivQtCZuIHeBn\",\"entryTitle\":\"Issac Thomas\",\"name\":\"Issac Thomas\",\"title\":\"Content Marketer\",\"image\":{\"id\":\"4m7jWXHak4SC0emRgOKXCh\",\"title\":\"Isaac thomas\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4m7jWXHak4SC0emRgOKXCh/959c50d24359012b31be26eb2b539735/IMG_for_headshot.jpg\",\"details\":{\"size\":54274,\"image\":{\"width\":1424,\"height\":1424}},\"fileName\":\"IMG for headshot.jpg\",\"contentType\":\"image/webp\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Meet Issac Thomas, a wordsmith extraordinaire with a flair for writing engaging content assets across the B2B buyer journey. An IIM Trichy alumni, he has worked for #ARM Worldwide, XOXOday and Anteriad. In his free time, he loves being a movie buff and a book nerd.\",\"marks\":[],\"data\":{}}]}]},\"slug\":\"issac-thomas\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Talkdesk alternatives are becoming increasingly important as businesses grow and customer expectations evolve. The need for a versatile and efficient cloud-based contact center is paramount. While Talkdesk has long been a reliable choice, it may not always meet the diverse needs of every organization. Factors such as integration capabilities, unified architecture, social listening, and customer support often prompt the search for more suitable options.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this blog, we simplify your decision-making process by exploring the top Talkdesk competitors for 2025 and beyond. We delve into the features, pricing, and user reviews of each platform to highlight the best options available. From cutting-edge AI capabilities to seamless integrations, these alternatives are designed to enhance your customer communication strategy and maximize your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-roi/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"ROI from the contact center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Why consider alternatives to Talkdesk\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Talkdesk, founded in 2011 and based in San Francisco, is a leading cloud-based contact center platform. It offers a comprehensive suite of features, including voice and digital channel support, workforce engagement management, a customizable user interface, built-in AI automation, and seamless integration with numerous CRM and helpdesk applications.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"However, as businesses grow and customer expectations evolve, the need for a more versatile and efficient tool becomes paramount. While Talkdesk has long been a reliable choice, it may not always meet the diverse needs of every organization as organizations face these five common pain points working with Talkdesk. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Integration challenges\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Many users report difficulties integrating Talkdesk with other essential business tools. This can lead to inefficiencies and a fragmented workflow. One \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/talkdesk/reviews/talkdesk-review-8885234\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"user\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" mentioned, “When Talkdesk changed to Workspace, it still was never fully complete with the transition from Legacy to Workspace. It still does not have the functionality of seeing who is assigned to what number. I have to open every number record and then see who is assigned to it. There are always outages, issues with the Workspace app, and poor sound quality.”\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Heavy reliance on voice\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Talkdesk is heavily focused on voice communication, which might not suit businesses looking for a more balanced omnichannel approach. A \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/talkdesk/reviews/talkdesk-review-7647114\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"user\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" review highlighted, “I find Talkdesk's frequent connectivity issues to be very frustrating, as I need to delete cookies often. Moreover, it consistently fails at recording calls which can lead to communication failures when multiple customer relationship management systems are used. This reduces our productivity because we must contact support for assistance whenever a problem arises with the system.”\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Lack of deep analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For businesses that rely on data-driven decision-making, Talkdesk’s analytics capabilities may fall short. Users have expressed frustration with the limited ability to customize and filter reports, which hampers their ability to gain actionable insights. One \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/talkdesk/reviews/talkdesk-review-8875412\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"review\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" stated, “Reporting is very basic in terms of line-by-line data, need to be able to work with that data to get any insights. Some of the tools introduced are over-complicated with little to no impact on businesses. Dialling system has limited visibility on customer journey.”\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Siloed telephony \u0026 digital solutions\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Talkdesk’s separation of telephony and digital solutions can create silos within your customer service operations. This fragmentation can lead to inconsistent customer experiences and operational inefficiencies. One \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/talkdesk/reviews/talkdesk-review-8871717\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"user\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" noted, “Their support is disappointing and frustrating since they dropped their dedicated account managers. There's always another feature or something being pushed, and it always seems to be for an additional fee. Their mobile app has quality issues and doesn't provide push notifications for simple things like new incoming SMS messages.”\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Limited social listening capabilities\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In today’s social media-driven landscape, the ability to monitor and respond to social conversations is vital. Talkdesk’s limited \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/social-listening/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"social listening \",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"capabilities can be a significant drawback for businesses aiming to engage with customers across all channels. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While Talkdesk remains a strong contender in the cloud-based contact center market, evolving business needs and customer expectations necessitate exploring alternatives. By considering factors such as integration capabilities, unified architecture, social listening, and customer support, businesses can find a solution that better aligns with their unique requirements and goals.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Top 8 alternatives to Talkdesk\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While this list isn’t exhaustive, we’ve sifted through countless aggregator sites and user reviews to bring you the best Talkdesk alternatives in 2025. By analyzing customer feedback and expert opinions, we’ve curated a selection of platforms that excel in unique features, pricing, and overall performance. This list will help you find the right solution that aligns with your business needs without the hassle of endless research.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"5bTxG5WA06mmZxy1RtBybO\",\"title\":\"Top 8 alternatives to Talkdesk\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"⚠\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"️ Important Note for Readers:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The tools in this list are in no particular order of ranking or popularity. They are independent picks by Sprinklr’s editorial team based on our research and publicly available information in the review sites. It is crucial to note that software or platforms may evolve over time and the company may address some of these concerns in newer updates or versions.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"tableOfContentHeadings\",\"id\":\"T9pUCFCPXjn7iMq2DwrZK\",\"title\":\"Top 8 alternatives to Talkdesk\",\"headings\":[{\"contentType\":\"headingText\",\"id\":\"UUnIQo9pOmzdFhgFaximp\",\"name\":\"Talkdesk Alternative #1: Sprinklr\",\"title\":\"Talkdesk Alternative #1: Sprinklr\",\"displayText\":\"Talkdesk Alternative #1: Sprinklr\"},{\"contentType\":\"headingText\",\"id\":\"4Ag46Sl6D29v8fnUesWdQU\",\"name\":\"Talkdesk Alternative #2: Genesys\",\"title\":\"Talkdesk Alternative #2: Genesys\",\"displayText\":\"Talkdesk Alternative #2: Genesys\"},{\"contentType\":\"headingText\",\"id\":\"7Md7i7NZULa29cMhLnRXxt\",\"name\":\"Talkdesk Alternative #3: Nice\",\"title\":\"Talkdesk Alternative #3: Nice\",\"displayText\":\"Talkdesk Alternative #3: Nice\"},{\"contentType\":\"headingText\",\"id\":\"3WejuHOvivnVk196xl0ntK\",\"name\":\"Talkdesk Alternative #4: Five9\",\"title\":\"Talkdesk Alternative #4: Five9\",\"displayText\":\"Talkdesk Alternative #4: Five9\"},{\"contentType\":\"headingText\",\"id\":\"2OGCi2uhbVxih2YuJk1byT\",\"name\":\"Talkdesk Alternative #5: Amazon Connect\",\"title\":\"Talkdesk Alternative #5: Amazon Connect\"},{\"contentType\":\"headingText\",\"id\":\"3ZAU7YWEamkHFt5Uar3qhH\",\"name\":\"Talkdesk Alternative #6: 8x8\",\"title\":\"Talkdesk Alternative #6: 8x8\"},{\"contentType\":\"headingText\",\"id\":\"7KwYDlwfHV6uiLjJQrlCtT\",\"name\":\"Talkdesk Alternative #7: Cisco Webex\",\"title\":\"Talkdesk Alternative #7: Cisco Webex\"},{\"contentType\":\"headingText\",\"id\":\"4qCZeAvULrUoiStaUmVq4o\",\"name\":\"Talkdesk Alternative #8: Avaya\",\"title\":\"Talkdesk Alternative #8: Avaya\"}],\"hasSingleColumn\":true,\"hasNumberedList\":false}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Talkdesk Alternative #1: Sprinklr\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{\"target\":{\"id\":\"2vkrImfJOMmwMiWjfQDs2Y\",\"title\":\"Sprinklr Service, the topmost Talkdesk alternative\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2vkrImfJOMmwMiWjfQDs2Y/4a99e88491bfdaf4ee47f9aa2670ab6f/image001.png\",\"details\":{\"size\":634364,\"image\":{\"width\":1429,\"height\":920}},\"fileName\":\"image001.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overview\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" named a Strong Performer in \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/forrester-wave-conversational-ai-for-customer-service-2024/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The Forrester Wave™: Conversational AI For Customer Service, Q2 2024\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", stands out as the most superior alternative to Talkdesk. It offers a comprehensive suite of tools, including AI-powered routing, live chat, and a unified agent desktop, ensuring a seamless customer experience across over 30 channels. Unlike Talkdesk, which may face challenges in broader channel integration and unification, Sprinklr’s solutions are designed to scale with businesses of all sizes, providing a holistic and cost-effective approach to customer service. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" Sprinklr Service is tailor-made for enterprises by offering unparalleled scalability to handle large volumes of customer interactions across multiple channels. Its AI-driven tools and unified agent desktop streamline operations, enhancing efficiency and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Additionally, its robust analytics provide deep insights, enabling continuous improvement and strategic decision-making.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🚀 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Prominent features\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr Service is a powerful cloud-based contact center platform that unifies voice, digital, and social channels to deliver exceptional customer experiences. Here’s a detailed look at its features and how they can benefit your business:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Unified architecture\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr Service unifies telephony and digital solutions, preventing the creation of silos within customer service operations. This integration ensures that all customer interactions, whether via phone, email, chat, or social media, are managed within a single platform. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr Service’s unified agent desktop gives agents a 360° view of every customer profile, the full context of the issue, and access to the knowledge base—all in one screen. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"LDLqpTOawYVfkY0OTCwRP\",\"title\":\"Unified agent desktop \",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/LDLqpTOawYVfkY0OTCwRP/674acf09f7a477c519bd1dade87d0a64/image002.jpg\",\"details\":{\"size\":189345,\"image\":{\"width\":1496,\"height\":978}},\"fileName\":\"image002.jpg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This improves the agent experience and enables them to resolve customer queries faster by reducing the need to switch between multiple systems and providing all relevant information at their fingertips.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Omnichannel support\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" Sprinklr Service supports a comprehensive omnichannel approach, integrating voice, digital, and social channels into one cohesive platform. This ensures that businesses can maintain consistent and high-quality interactions across all channels, rather than relying heavily on voice communication alone. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" Sprinklr’s omnichannel support leverages AI to set up \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/skill-based-routing/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"skill-based routing\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" flows and rules that use data, service context, and customer intent. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1MKfq9qGHoD48E00gAS3q9\",\"title\":\"Omnichannel routing via Sprinklr Service\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1MKfq9qGHoD48E00gAS3q9/edee99de43666c2f2e57d3853477b811/image003.jpg\",\"details\":{\"size\":98822,\"image\":{\"width\":1920,\"height\":1537}},\"fileName\":\"image003.jpg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This ensures quick and accurate resolutions by directing customer inquiries to the most appropriate agents based on their skills and availability, leading to improved customer experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"3. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Reporting and analytics\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr’s reporting and analytics features leverage AI-powered automation to provide a complete and objective view of customer conversations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Leverage AI to gain the deepest insights from 100% of customer conversations across all channels. This comprehensive analysis helps improve customer experience, drive growth, and enable business transformation. By understanding every interaction, businesses can make informed decisions, enhance customer satisfaction, and achieve their strategic goals.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Unified integration capabilities\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr Service excels in integrating with a wide range of business tools and platforms, ensuring a seamless and unified workflow. This capability eliminates the inefficiencies and fragmentation that can occur when using multiple, disconnected systems. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By providing a single platform for all \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-interaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", Sprinklr Service helps businesses streamline their operations and improve overall efficiency. This feature directly addresses the integration challenges that many users face with Talkdesk.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"5HcilE3M2D2Fp6HHjK300S\",\"title\":\"Unified integration capabilities\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s powerful integration capabilities seamlessly connect with your existing tools, unifying all your data on one platform. This fosters smooth cross-team collaboration, enhancing your engagement, sales, marketing, advertising, and customer care efforts.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"2dAFonnDEKKGfssItiNWdE\",\"name\":\"Discover more about our integration capabilities\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"check out our integrations\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"/products/platform/integrations/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Comprehensive social listening capabilities\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In today's social media-driven landscape, the ability to monitor and respond to social conversations is vital. Sprinklr Service includes advanced \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/social-listening-tools/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"social listening tools\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" that allow businesses to effectively track and engage with customers across various social media platforms. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"4EpXTWbu7hjJKzRZKhP4j8\",\"title\":\"Sprinklr's Social Listening Dashboard\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4EpXTWbu7hjJKzRZKhP4j8/fb170ad51274e7052c71d5ef69c1f944/image005.jpg\",\"details\":{\"size\":167546,\"image\":{\"width\":1429,\"height\":676}},\"fileName\":\"image005.jpg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"These tools help businesses stay informed about customer sentiments, address issues promptly, and maintain a strong social media presence. This feature is crucial for businesses aiming to engage with customers across all channels and addresses the limited social listening capabilities of Talkdesk. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overall verdict\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" has garnered positive feedback on both G2 and TrustRadius, highlighting its robust capabilities and user-friendly interface. However, some users have noted areas for improvement, such as occasional performance issues and a learning curve for new users. Overall, Sprinklr Service stands out as a top-tier cloud-based contact center software, offering a scalable and innovative platform that meets the diverse needs of modern enterprises.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"5EVwLe5YHmWp18RHXcQsqG\",\"title\":\"Overall verdict\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why Sprinklr is the best choice for enterprises\\n\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr stands out as the premier choice for enterprises looking to manage their customer experience across multiple channels. Here are several reasons why:\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Unified customer experience management (Unified-CXM)\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr offers a comprehensive Unified-CXM platform\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"[SP1] that integrates various customer-facing functions into a single, cohesive system. This allows enterprises to manage customer interactions seamlessly across more than 30 digital channels, ensuring a consistent and personalized experience for every customer.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Advanced AI capabilities\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Sprinklr leverages sophisticated AI and machine learning algorithms to process vast amounts of unstructured data. This enables enterprises to gain actionable insights, predict consumer behavior, and enhance decision-making processes. The platform's AI-driven analytics help identify trends, manage crises, and optimize \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-engagement-strategies/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer engagement strategies\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"[SP2] \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Scalability and flexibility\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Designed to meet the needs of large enterprises, Sprinklr's platform is highly scalable and configurable. It supports extensive customization to align with specific business requirements, making it suitable for organizations of all sizes and industries.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Comprehensive suite of tools\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Sprinklr provides a wide range of tools for \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/social-media-management/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"social media management\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", marketing, customer service, and more. These tools include social listening, competitive benchmarking, content marketing, and customer care solutions, all integrated into one platform. This eliminates the need for multiple-point solutions and fosters better collaboration across teams.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Enhanced collaboration and efficiency\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": The platform promotes effective teamwork by providing a centralized space for idea exchange and project management. This is particularly beneficial for large organizations where seamless collaboration is crucial for the success of social media campaigns and customer service initiatives.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" Security and compliance\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Sprinklr places a strong emphasis on security and compliance, ensuring that enterprises can manage their customer data safely and in accordance with regulatory requirements. This focus on security helps build trust with customers and protects the organization's reputation.\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Proven track record\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Trusted by over 50% of the Fortune 100 companies, Sprinklr has a proven track record of delivering exceptional results for some of the world's largest enterprises. Its robust platform and customer-centric approach have made it a leader in the customer experience management space.\",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\\n\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/contact-us/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Contact Sprinklr today\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to learn how our Unified-CXM platform can help your enterprise achieve similar success. Let's elevate your customer interactions to the next level!\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer testimonials\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💪 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Strengths\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"“I have used various systems, but this one stands out as the best for reporting, managing customer care issues, and community management. The support team is highly responsive when issues arise. The system is user-friendly, and its AI implementation enhances its functionality, making it versatile and suitable for everyday needs.”\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"-\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/sprinklr-service/reviews/sprinklr-service-review-9712079\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"G2\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"👎 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Areas of Improvement\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"“Initially, when learning to use the tool, it was a bit difficult, and you have to experiment with it to truly learn how to manipulate the tool. However, the fact that you can clone dashboards made up for that because if you made a mistake, it didn’t actually affect anything—you just delete and create a new one.” \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/sprinklr-service/reviews/sprinklr-service-review-9712079\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"G2\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Pricing: Sprinklr Service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" offers custom pricing tailored to the specific needs of larger teams.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"For detailed pricing information, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/pricing/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"check our pricing page\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"7gfXBpWv3k0MGbJaf6T16S\",\"name\":\"Get a Personalized Demo\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Get a Personalized Demo\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"/demo-care/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Talkdesk Alternative #2: Genesys\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{\"target\":{\"id\":\"5XqO79GcD7YR8PKtvLCF5t\",\"title\":\"Genesys contact center software \",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5XqO79GcD7YR8PKtvLCF5t/9911053ad8f3a3f75821f160f6de2e2d/image006.png\",\"details\":{\"size\":214744,\"image\":{\"width\":1160,\"height\":602}},\"fileName\":\"image006.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overview\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.genesys.com/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Genesys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is a prominent provider of cloud-based contact center software, designed to enhance customer experience through innovative solutions. Their platform, Genesys Cloud CX, is recognized for its robust capabilities in managing customer interactions across various channels, including voice, chat, email, and social media. Genesys focuses on delivering seamless, AI-powered customer experiences that drive business outcomes and improve operational efficiency.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🚀 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Prominent features\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Omnichannel engagement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Genesys Cloud CX supports seamless customer interactions across multiple channels, ensuring a consistent and integrated customer experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"AI-driven insights\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": The platform leverages AI to provide real-time insights and predictive analytics, helping businesses make data-driven decisions and improve customer satisfaction.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"3. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Flexible integrations\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Genesys offers extensive integration options with third-party applications, allowing businesses to customize their \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-operations/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"contact center operations\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to meet specific needs.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overall verdict\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Genesys is good, particularly for businesses seeking a comprehensive, AI-powered contact center solution. Its focus on omnichannel engagement, real-time insights, and flexible integrations makes it a valuable tool for enhancing customer service operations. However, some users have noted challenges with the complexity of setup and occasional issues with new feature rollouts. Despite these drawbacks, Genesys’s innovative features and robust platform make it a compelling choice for businesses aiming to improve their customer experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2aCcj9RuIQ1210CGXcN0rK\",\"title\":\"Overall verdict\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Pro-Tip\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Sprinklr offers advanced data analysis tools that provide deeper insights into customer interactions compared to Genesys. 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Their platform, Nice CXone, is recognized for its comprehensive capabilities in managing customer interactions across various channels, including voice, chat, email, and social media. Nice focuses on delivering seamless, AI-powered customer experiences that drive business outcomes and improve operational efficiency.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🚀 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Prominent features\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Omnichannel routing\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Nice CXone supports seamless customer interactions across multiple channels, ensuring a consistent and integrated customer experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"AI-powered automation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": The platform leverages AI to automate \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-workflows/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service workflows\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", enhancing efficiency and reducing operational costs.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Workforce engagement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Nice CXone includes tools for \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/workforce-optimization/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"workforce optimization\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", such as real-time monitoring, performance analytics, and employee engagement features.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overall verdict\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Nice works well for businesses seeking a comprehensive, AI-driven contact center solution. Its emphasis on \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-routing/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"omnichannel routing\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", AI-powered automation, and workforce engagement makes it a valuable tool for enhancing customer service operations. However, some users have reported issues with the platform’s complexity and occasional system stability problems. Despite these challenges, Nice’s extensive feature set and innovative solutions make it a strong contender for businesses looking to improve their customer experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer testimonials\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💪 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Strengths\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"“NICE CXone has been a game changer and relieves stress with daily schedules and submitting time off! I have worked in healthcare for almost 18 years, and this is by far the most accessible platform to use. It’s so nice not to have to submit a time off request in person. Sometimes, that can become hectic! I love how you get a full calendar view to see availability. It is helpful as a mom so I can take time off ahead for school events, etc. When it becomes busy at work, NICE gives reminders of your breaks and allows you to have reminders set if it’s not time just yet!”\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" - Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.trustradius.com/products/nice-cxone/reviews\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"TrustRadius\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"👎 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Areas of improvement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"“The hidden costs that were not mentioned initially have been a significant issue. There are constant delays in getting support services, and the support team often doesn’t listen to the problem, making their own assumptions about the issues instead. We frequently experience connection problems and dropped calls, and even simple tasks take an inordinate amount of time to complete. Additionally, everything needs to be invoiced at an exorbitant rate, and the costing structure is not conducive for Asian countries.” \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"- Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/nice-cxone/reviews/nice-cxone-review-10138191\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"G2\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Pricing Information\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Nice offers several pricing plans tailored to different business needs:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Digital Agent\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Starting at $71.00 per agent/month. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Voice Agent\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Starting at $94.00 per agent/month.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Omnichannel Agent\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Starting at $110.00 per agent/month.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Essential Suite\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Starting at $135.00 per agent/month. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For detailed pricing and custom quotes, visit their website.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Talkdesk Alternative #4: Five9\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{\"target\":{\"id\":\"1JPUS3XgEolfmubyzbnh4N\",\"title\":\"Five9 contact center software\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1JPUS3XgEolfmubyzbnh4N/862bd6f6ff0e6fef6305070cc895e108/image009.jpg\",\"details\":{\"size\":91128,\"image\":{\"width\":1280,\"height\":720}},\"fileName\":\"image009.jpg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overview\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.five9.com/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Five9\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is a prominent provider of cloud-based contact center software, designed to transform customer engagement through innovative solutions. Their platform, Five9 Intelligent Cloud Contact Center, is recognized for its robust capabilities in managing customer interactions across various channels, including voice, chat, email, and social media. Five9 focuses on delivering seamless, AI-powered customer experiences that drive business outcomes and improve operational efficiency.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🚀 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Prominent features\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Intelligent virtual assistants:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Five9’s intelligent virtual agents optimize customer and employee interactions by seamlessly integrating with various channels and providing personalized, efficient support.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Generative AI:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Five9 leverages AI to automate workflows, enhance decision-making processes, and ensure scalable and innovative solutions for businesses.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"No-code development:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Five9’s platform allows users to build and deploy applications quickly and easily using a drag-and-drop interface, without the need for extensive programming knowledge.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overall verdict\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Five9 is good for businesses seeking a scalable, AI-driven contact center solution. Its focus on intelligent routing, predictive dialing, and real-time analytics makes it a valuable tool for enhancing customer service operations. However, some users have noted that the advanced features can have a learning curve and that setting up complex workflows may require additional time and training. Despite these challenges, Five9’s comprehensive feature set and strong performance make it a valuable choice for businesses aiming to enhance their customer service operations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer testimonials\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💪 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Strengths\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"\\\"The most helpful aspect of Five9 is its ability to centralize and streamline contact center operations, offering real-time reporting, advanced automation, and a user-friendly interface. This helps improve agent productivity, customer experience, and overall operational efficiency.\\\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"- Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/five9/reviews/five9-review-10021418\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"G2\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"👎 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Areas of improvement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"“Some of the more advanced features can have a learning curve, requiring time and training to fully utilize them. Additionally, setting up complex workflows or integrations might take longer than expected for less experienced users.” \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"- Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/five9/reviews/five9-review-10295531\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"G2\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Pricing: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Five9 offers several pricing plans tailored to different business needs:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Digital\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": $119 per user/month with a 36-month contract. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Core\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": $119 per user/month with a 36-month contract.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Premium\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Contact sales for flexible pricing. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Optimum\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Contact sales for flexible pricing.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ultimate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Contact sales for flexible pricing. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For detailed pricing and custom quotes, visit their website.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Talkdesk Alternative #5: Amazon Connect\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{\"target\":{\"id\":\"43sBQuM5XVSs9z5R8L1IFl\",\"title\":\"Amazon Connect contact center software\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/43sBQuM5XVSs9z5R8L1IFl/6f9104b3237251daa368767a144bacda/image010.png\",\"details\":{\"size\":526932,\"image\":{\"width\":1430,\"height\":994}},\"fileName\":\"image010.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overview\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://aws.amazon.com/partners/featured/contact-center/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Amazon Connect\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is a cloud-based contact center service from AWS designed to provide a seamless omnichannel experience. It leverages AI and machine learning to enhance customer interactions, improve agent productivity, and optimize contact center operations. With features like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/interactive-voice-response/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"interactive voice response (IVR)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-a-chatbot/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", and real-time analytics, Amazon Connect aims to deliver superior customer service at a lower cost.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🚀 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Prominent features\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Generative AI-powered agent assist\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Amazon Connect uses generative AI to provide agents with real-time suggested responses and actions, helping them resolve customer issues more efficiently.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Omnichannel support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": The platform supports voice, chat, SMS, and video interactions, allowing customers to choose their preferred communication channel while maintaining a consistent experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"id\":\"19DaAakS73wlQeKDeI8U7o\",\"title\":\"8*8 contact center software\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/19DaAakS73wlQeKDeI8U7o/515d49a25e61c7634d5a11be4010694d/image011.png\",\"details\":{\"size\":499062,\"image\":{\"width\":1200,\"height\":873}},\"fileName\":\"image011.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Contact Lens for Amazon Connect\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": This feature offers \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/conversation-analytics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"conversational analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\",enabling supervisors to search call and chat transcripts, analyze sentiment, and monitor agent performance to improve customer satisfaction.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overall verdict\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Amazon Connect is a robust alternative to Talkdesk, particularly for businesses seeking a scalable, AI-driven contact center solution. Its strengths lie in its seamless integration with other AWS services, comprehensive omnichannel support, and advanced analytics capabilities. However, some users have noted that the reporting features could be more intuitive and that there are occasional issues with login processes. Despite these drawbacks, Amazon Connect’s innovative features and cost-effective pricing make it a compelling choice for enhancing customer service operations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer testimonials\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💪 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Strengths\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"“Ability to integrate with different systems, ease of such implementations, and everyday use.”\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"- Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/amazon-connect/reviews/amazon-connect-review-9038096\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"G2\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"👎 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Areas of improvement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"“Reporting is something that can be worked on and improved.” \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"- Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/amazon-connect/reviews/amazon-connect-review-9038096\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"G2\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Pricing:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Amazon Connect offers a pay-as-you-go pricing model with no upfront costs or long-term commitments. Here are some key pricing details:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer Profiles\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": $0.0025 per profile per month\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Chat\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": $0 per message\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Contact Lens (5 million+ monthly minutes)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": $0.0125 per minute\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For detailed pricing and custom quotes, visit their pricing page.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Free trial\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Amazon Connect offers a free trial as part of the AWS Free Tier, which includes 90 minutes of service usage per month for the first 12 months, among other benefits.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Talkdesk Alternative #6: 8x8\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{\"target\":{\"id\":\"58rC34y09NHu1cxq7OImb7\",\"title\":\"4\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/58rC34y09NHu1cxq7OImb7/32cfbd4a90de5e06e8ba58ede57322b9/4.webp\",\"details\":{\"size\":500966,\"image\":{\"width\":1764,\"height\":1345}},\"fileName\":\"4.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overview\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.8x8.com/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"8x8\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" Contact Center is a comprehensive cloud-based solution designed to enhance customer engagement and streamline contact center operations. It integrates voice, video, chat, and contact center functionalities into a single platform, providing businesses with the tools needed to deliver exceptional customer service. The platform supports omnichannel communication, advanced analytics, and AI-driven features to improve agent productivity and customer satisfaction.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🚀 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Prominent features\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Omnichannel routing\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Supports voice, chat, email, SMS, and social media interactions, ensuring customers can reach you through their preferred channel.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/ai-powered-self-service-for-CX/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"AI-powered self-service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\": Utilizes conversational AI to handle routine inquiries, freeing up agents to focus on more complex issues.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Advanced analytics\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Provides real-time insights and detailed reports on agent performance and customer interactions, helping to optimize operations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overall verdict\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"8x8 Contact Center is a strong alternative to Talkdesk, particularly for businesses looking for a versatile and scalable contact center solution. Its strengths include robust omnichannel support, AI-driven self-service capabilities, and comprehensive analytics. However, some users have noted that the reporting features can be complex and that there are occasional issues with feature duplication. Despite these challenges, 8x8’s extensive feature set and reliable performance make it a compelling choice for businesses aiming to enhance their customer service operations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer testimonials\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💪 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Strengths\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"“While 8x8 initially offered us what we needed to operate, over the course of our working relationship, new solutions have been introduced that have aided our ability to better service our customer needs and adapt to new challenges like remote working.” -\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/8x8-contact-center/reviews/8x8-contact-center-review-10462727\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"G2\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"👎 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Areas of improvement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"\\\"As development continues, some features are duplicated, and the pathways to retrieving information can become confusing as a result. Interaction retrieval is one example.\\\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"- Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/8x8-contact-center/reviews/8x8-contact-center-review-10462727\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"G2\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Pricing: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"8x8 offers three main pricing plans for its contact center solutions:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"X6 Plan\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": $85 per user, per month. Includes voice contact center features such as skills-based routing, IVR, call recording, and CRM integration.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"X7 Plan\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": $110 per user, per month. Adds multi-channel support for social media, chat, email, and SMS, along with co-browsing capabilities.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"X8 Plan\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": $140 per user, per month. Includes advanced features like quality management, speech and text analytics, and comprehensive interaction analytics.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For detailed pricing and custom quotes, visit their pricing page.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Free trial\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": 8x8 offers a 30-day free trial to help businesses explore its features before committing.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Talkdesk Alternative #7: Cisco Webex\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{\"target\":{\"id\":\"2QAnYU40oyqrEpjnWWx1KN\",\"title\":\"Cisco Webex contact center software\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2QAnYU40oyqrEpjnWWx1KN/ffbf327503f0c08ed2999350bcdf4ed6/image012.png\",\"details\":{\"size\":343232,\"image\":{\"width\":1429,\"height\":1094}},\"fileName\":\"image012.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overview\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.webex.com/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Cisco Webex\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" Contact Center is a cloud-based, AI-powered platform designed to enhance customer interactions and optimize agent performance. It supports omnichannel communication, allowing customers to engage through their preferred channels, including phone, text, email, chat, and social messaging. The platform leverages AI to provide intelligent routing, customer insights, and automated self-service options, ensuring efficient and personalized customer experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🚀 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Prominent features\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/cloud-contact-center/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Cloud contact center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\": Provides intelligent, digital-to-human customer interactions, ensuring seamless and efficient communication across all channels.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Workforce optimization\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Optimizes agent performance and customer satisfaction through advanced analytics and real-time monitoring tools.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"CPaaS (Communications Platform as a Service)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Automates customer journeys with a flexible communications platform, integrating various channels and enhancing \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer engagement\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overall verdict\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Cisco Webex contact center is a robust alternative to Talkdesk, particularly for businesses seeking a comprehensive, AI-driven contact center solution. Its strengths lie in its omnichannel support, AI capabilities, and seamless integration with other Cisco collaboration tools. However, some users have noted a steep learning curve and occasional technical issues, which can be challenging during high-traffic periods. Despite these drawbacks, the Cisco Webex contact center’s extensive feature set and innovative solutions make it a strong contender in the customer engagement space.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer testimonials\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💪 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Strengths\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"“The scalability, ease of use, and features the platform provides. We use Webex 2-3 times a month for our monthly corporate meetings that have over 200-300 users logged in at a time.”\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"- Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/webexsuite/reviews/webex-review-10402661\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"G2\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"👎 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Areas of improvement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"“There are times when users may face technical issues such as problems with audio and video quality, which are often magnified during large meetings or when certain people have poor internet connectivity. Additionally, although the platform has many functions, it would be better if there were more options for making changes in the application to make the meeting setup more creative.”\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" - Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/cisco-webex-suite/reviews/webex-suite-review-10371815\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"G2\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Pricing: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Webex Free: $0 per user per year\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Webex Meet: $144 per user per year ($12 per user per month)\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Webex Suite (Meet + Call): $270 per user per year ($22.50 per user per month)\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Webex Enterprise: Custom pricing\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For detailed pricing and custom quotes, visit their pricing page.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Free trial\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Cisco Webex offers a free trial to help businesses explore its features before committing. For more details, check their free trial page.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Talkdesk Alternative #8: Avaya\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{\"target\":{\"id\":\"5f6WKN0M9kbLsb1vXEh8cW\",\"title\":\"Avaya contact center software\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5f6WKN0M9kbLsb1vXEh8cW/8ea19ce469c8f3de8f1bdadf6ca3e35d/image013.png\",\"details\":{\"size\":690563,\"image\":{\"width\":1366,\"height\":768}},\"fileName\":\"image013.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overview\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.avaya.com/en/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Avaya’s\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" contact center software, part of the Avaya Experience Platform, is designed to enhance customer interactions and streamline contact center operations. It integrates voice, video, chat, and email into a single platform, providing businesses with the tools needed to deliver exceptional \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". The platform supports omnichannel communication, advanced analytics, and AI-driven features to improve agent productivity and customer satisfaction. By unifying various communication channels, Avaya ensures seamless and personalized interactions at scale, helping businesses deliver consistent and high-quality customer experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"🚀 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Prominent features\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"AI speech analytics and noise removal\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Help agents and customers find a quicker, clearer path to resolve each call.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Attribute-based routing\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Ensure every customer is matched with the agent best suited to their needs.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Automation and self-service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Give customers the freedom to choose their experience. Reduce repetitive and routine calls for agents.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Overall verdict\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Avaya Experience Platform is a versatile and scalable alternative to Talkdesk, particularly for businesses looking to leverage AI and omnichannel support. Its strengths include robust AI-driven customer engagement, comprehensive analytics, and seamless integration with other systems. However, some users have noted connection issues, software bugs, and call issues. Despite these challenges, Avaya’s extensive feature set and reliable performance make it a compelling choice for businesses aiming to enhance their customer service operations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer testimonials\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💪 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Strengths\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"“\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"It quickly adapts to the changes made or settings made on the tool, so it integrates accordingly with our Ipscape tool. Very convenient for us and the agents as well.”\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" - Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/avaya-experience-platform/reviews/avaya-experience-platform-review-8262689\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"G2\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"👎 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Areas of improvement\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"“I think it occasionally loads slowly when reading devices such as headsets or earphones that are being connected to the PC. Sometimes I need to reconnect them to ensure proper sound.”\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" - Source: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.g2.com/products/avaya-experience-platform/reviews/avaya-experience-platform-review-8262689\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"G2\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Pricing: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For detailed pricing and custom quotes, visit their website.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Free trial\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Avaya does not explicitly mention a free trial for its IP Office solution on the website. For more information, it’s best to contact their sales team directly.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to evaluate Talkdesk alternatives\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When evaluating Talkdesk alternatives, it’s crucial to consider several key factors to ensure you choose the right solution for your business. These factors will help you identify a platform that not only meets your current needs but also supports your long-term growth and customer experience strategy. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By carefully assessing elements such as omnichannel capabilities, AI-driven automation, integration flexibility, scalability, analytics, and cost efficiency, you can make an informed decision that enhances your customer service operations. In this section, we’ll outline these evaluation parameters and highlight how \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Sprinklr\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" stands out as a powerful alternative to Talkdesk across each of these critical areas.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Omnichannel capabilities\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What to evaluate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Does the platform support customer interactions across a wide variety of channels (e.g., voice, email, chat, social media, SMS)? Is it truly omnichannel, meaning can you seamlessly manage all channels from a unified interface?\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"591zsoc8Sw1ri8KYvNovuV\",\"title\":\"Omnichannel capabilities\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Sprinklr Pro Tip:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Sprinklr excels in omnichannel support, integrating over 30 channels, including voice, social media, messaging, email, and more. This makes it the ideal choice for businesses looking for comprehensive, cross-channel engagement.\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. AI and automation\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What to evaluate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": How advanced are the AI features for automating tasks like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-routing/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"call routing\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", chatbots, customer sentiment analysis, and predictive engagement? 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This approach helps you refine scoring criteria and implement precise improvement strategies, ensuring a deeper comprehension of performance data.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"5vPlzpF4zJV98I0gFQzoHa\",\"title\":\"Sprinklr AI issue detection and remedial actions\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5vPlzpF4zJV98I0gFQzoHa/27bad6bcf22dc88c3b40c31cbac63b1f/image014.jpg\",\"details\":{\"size\":172655,\"image\":{\"width\":1600,\"height\":1263}},\"fileName\":\"image014.jpg\",\"contentType\":\"image/jpeg\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s AI capabilities go beyond call center management, providing advanced automation across all channels, including social media. It uses AI for \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"sentiment analysis\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", chatbots, auto-routing, and predictive engagement, making it a strong choice for businesses looking to streamline operations and improve customer interactions.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Customer support and service\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What to evaluate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": What level of customer support is offered? Is there 24/7 assistance, account management, dedicated support teams, and self-service resources? Does the platform offer proactive support, especially for troubleshooting or integrations?\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"eyBjGJFXcw1Ex48RyQPOa\",\"title\":\"Customer support and service\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 Sprinklr Pro Tip\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\":Sprinklr offers more than just basic customer support—it provides expert consulting, proactive account management, and 24/7 assistance. This makes it highly suitable for organizations that need ongoing support across various \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-touchpoints/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer touchpoints\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"[SP2] , not just call center management.\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Scalability and flexibility\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What to Evaluate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Can the platform scale to support your current and future needs? Does it accommodate growing teams, multiple regions, and diverse customer bases? How adaptable is the solution to your evolving business needs?\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"3GjbctjPl48dc8gBdSCyIc\",\"title\":\"Scalability and flexibility\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 Sprinklr Pro Tip\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Sprinklr is designed for scalability, supporting enterprises with large, global operations. It can easily manage a wide variety of customer service needs across regions, industries, and languages, making it a superior choice for rapidly growing or international businesses.\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"5. Analytics and reporting\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What to Evaluate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": How comprehensive are the reporting and analytics features? Can the platform provide insights into team performance, customer satisfaction, sentiment, and other key metrics across all channels? 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The platform’s AI-powered analytics deliver actionable insights that go beyond simple call metrics, helping businesses optimize the entire \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer journey\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\".\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"6. Integration and customization\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What to evaluate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": How easily can the platform integrate with your existing tools, such as CRM systems (Salesforce, HubSpot), ticketing systems, and other business software? Is the solution customizable to your specific needs and workflows?\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"6UvrlSB1d3Tlx9XDI64p6U\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 Sprinklr Pro Tip\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Sprinklr offers a vast number of integrations with popular CRM, marketing, and helpdesk platforms, allowing for seamless data flow across systems. Its flexible customization options enable businesses to tailor workflows, dashboards, and reporting to their exact needs, giving them an edge over Talkdesk’s more rigid configuration options.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"5jht39TbZarPItLYFVpBZR\",\"name\":\"Discover more about our integration capabilities\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Check out our integrations\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"/products/platform/integrations/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"7. Cost and ROI\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"What to Evaluate\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": What is the total cost of ownership (TCO)? Does the platform offer good value for the features and capabilities it provides? Are there hidden costs for add-ons or additional support?\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"6MdVARzdcyOKeo91n3RKgr\",\"title\":\"Cost and ROI\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 Sprinklr Pro Tip\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": While Sprinklr might have a higher upfront cost compared to Talkdesk, its broad functionality across multiple channels and deep integrations means businesses can consolidate multiple tools into a single platform, offering better ROI in the long run. For companies seeking to streamline their \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-operations/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service operations\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and improve efficiencies, Sprinklr offers significant value.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Conclusion\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"After evaluating the key factors, it’s clear that \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" stands out as the best Talkdesk alternative for businesses seeking a more comprehensive, omnichannel solution. With its ability to integrate multiple communication channels into one platform, AI-driven automation, and advanced analytics, Sprinklr goes beyond traditional call center functionality to deliver a complete customer experience management solution. Its scalability, global capabilities, and customization options make it ideal for growing enterprises looking to future-proof their operations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For a closer look at how Sprinklr can transform your customer experience, request a free demo today and see how it can take your customer service to the next level.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"3zwUuUwO64xkbUyP7OJzk6\",\"name\":\" Free Demo Here\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\" Free Demo Here\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"/demo-care/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"4hWjBDWP6DB3muZ6JZ9QJB\",\"name\":\"Frequently Asked Questions\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"35Jher4t1j4JuptdL8CWBD\",\"name\":\"Can an organization migrate its data from Talkdesk to an alternative platform easily?\",\"title\":\"Can an organization migrate its data from Talkdesk to an alternative platform easily?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Migrating data from Talkdesk to an alternative platform can be straightforward with the right tools and support. 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