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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 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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">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 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-CXM Guide</span></div></a><a href="/forbes-influential-cmos-2024/"><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">Forbes Influential CMO 2024</span></div></a></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="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="/services/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 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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="/help/"><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">Help Center</span></div></a><a data-link-type="external" href="https://www.sprinklr.com/help/categories/release-notes/6328445025677d3d31fd6dcd/"><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">Release Notes</span></div></a><a href="/contact-us/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 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text-mobile-sm/overline-2 px-6 py-1.5 gap-6 tablet-sm:text-tablet-sm/overline-3 tablet-sm:px-8 tablet-sm:py-2 desktop-lg:text-desktop-large/overline-3-bold desktop-lg:py-3">Demo</button></a></div></div></div></div></div></div><main data-element-id="page-template-blog-post" data-element-type="page-template"><script type="application/ld+json">{"@context":"https://schema.org","@type":"Article","mainEntityOfPage":{"@type":"WebPage","@id":"https://www.sprinklr.com/blog/average-customer-retention-rate/"},"headline":"Average Customer Retention Rate by Industry","description":"Is your average customer retention rate meeting your industry benchmarks? Read about retention rate and how to calculate it for your industry.","author":[{"@type":"Person","name":"Sprinklr Team","url":"https://www.sprinklr.com/blog/author/sprinklr-team/"}],"publisher":{"@type":"Organization","name":"Sprinklr","logo":{"@type":"ImageObject","url":"https://www.sprinklr.com/icons/icon-512x512.png"}},"datePublished":"2024-02-02"}</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 text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 mt-2 desktop-sm:mt-2.5"><p>Digital-first customer service, enterprise-scale voice support. Redefine customer service with an AI-powered platform that unifies voice, digital and social channels. Power channel-less interactions and seamless resolution no matter the channel of contact.</p></div><button><div class="spr-btn spr-btn-primary spr-btn-default mt-4"><span>Request Demo</span></div></button><div class="mt-8 flex flex-wrap gap-4"><img alt="Prada" loading="lazy" width="200" height="200" decoding="async" data-nimg="1" class="h-5 w-16 desktop-sm:h-6 desktop-sm:w-20" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=256&q=50 1x, //images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=640&q=50 2x" src="//images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=640&q=50"/><img alt="Honda" loading="lazy" width="200" height="200" decoding="async" data-nimg="1" class="h-5 w-16 desktop-sm:h-6 desktop-sm:w-20" style="color:transparent" 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src="//images.ctfassets.net/ukazlt65o6hl/1kXW3AlCjUGWMUlY6MU3z5/80759327c19d50fbb47da9270b29e71b/Unified_Agent_Desktop__2___1_.webp?w=3840&q=50&fm=webp"/></div></div><div class="absolute bottom-0 w-full h-full translate-y-14 -z-40"><div class="absolute aspect-[1.8] rounded-full bg-primarySunOrange bottom-0 left-[-5%] w-[30%] blur-[80px] desktop-sm:aspect-[4] desktop-sm:w-[30%] desktop-sm:blur-[120px]"></div><div class="absolute aspect-[1.8] rounded-full bg-primaryEarthGreen blur-[80px] bottom-0 left-[25%] w-1/2 desktop-sm:aspect-[5] desktop-sm:w-[50%] desktop-sm:blur-[120px]"></div><div class="absolute aspect-[1.8] rounded-full bg-primarySkyBlue blur-[80px] bottom-0 right-0 w-1/2 desktop-sm:aspect-[5] desktop-sm:left-[70%] desktop-sm:w-[60%] desktop-sm:blur-[120px]"></div></div></div></section><section data-widget-name="widgetBlogPostContent" id="5v4qM4Og7X0z7HGlfqZ66B"><div><div class="sticky top-[--header-height] z-10" style="--header-height:0px"><div class="w-full 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text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">Guides</div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="w-3 ms-3 fill-white transition-transform"><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 top-full left-0 w-max rounded-none flex-col gap-y-4 bg-spaceGrey/600 border-none max-tablet-sm:w-[180px] px-6 py-3 tablet-sm:py-5 desktop-sm:py-6 hidden"><a href="/cxm/topics/?sort=newest&category=service" class=""><div class="flex flex-col group"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Service</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Read guides on streamlining customer service and support.</div></div></a><a href="/cxm/topics/?sort=newest&category=marketing" class=""><div class="flex flex-col group before:w-full before:h-[1px] before:bg-cometBlack before:mb-4"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Marketing</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Learn tactics for audience engagement and brand visibility.</div></div></a><a href="/cxm/topics/?sort=newest&category=social" class=""><div class="flex flex-col group before:w-full before:h-[1px] before:bg-cometBlack before:mb-4"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Social</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Find insights on how to utilize social media for growth.</div></div></a><a href="/cxm/topics/?sort=newest&category=insights" class=""><div class="flex flex-col group before:w-full before:h-[1px] before:bg-cometBlack before:mb-4"><div class="text-primarySkyBlue 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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">Average Customer Retention Rate by Industry</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">February 2, 2024 • 7 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/sprinklr-team/"><div class="flex items-center gap-x-4 group"><div class="bg-slateGray rounded-full aspect-square flex items-center justify-center text-lightGrey w-14 text-mobile-sm/heading-4 tablet-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5"><span>ST</span></div><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">Sprinklr Team</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"></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>Customer retention.</p><p>It is what differentiates good brands and great brands. Think about it. Nike, Adidas, Apple, Zappos. These legendary brands are like customer magnets. Once an Apple customer, always an Apple customer. It’s as if these brands have demystified the secret suce of brand success – customer retention. </p><p>But have you?</p><p>If you are spending dollars on customer acquisition, and not spending enough on retaining your existing customers, unfortunately you’ve got it all wrong. Because no matter how great your products are or how well packaged your brand, there will always be someone who does it better.</p><p>But if you’ve learned the strategies of customer retention, you need not lose sleep over competition or brand perception. Your customer will stay and be your mouthpiece and advocate. </p><p>In this article, we will cover the basics of average customer retention, benchmarks for different mainstream industries and more. Let’s get started.</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">What is customer retention?</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">How customer retention rates are calculated across industries</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">Customer retention rates: A comparison across industries</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">Conclusion</a></li></ul></div></div><h2><span id="toc-0" class="relative -top-[200px]"></span>What is customer retention?</h2><p><a href="/cxm/customer-retention/" class="font-semibold text-primaryOceanBlue hover:underline">Customer retention</a> is the ability of a business to retain customers over a given period. It is a critical measure of your business's long-term success. </p><p>Customer retention is typically expressed as a rate, computed over a period of one year. Let’s understand it better with an example.</p><p>Say your variables are:</p><p>A: Number of customers at the beginning of a specific period</p><p>B: Number of customers at the end of the period</p><p>C: Number of new customers at the end of the period</p><p>Then, your average customer retention rate can be calculated by the formula:</p><p><i><strong class="font-bold">Customer retention rate = (B-C)/A x 100</strong></i></p><p>However, customer retention is not as straightforward as it might seem. It is impacted by a number of direct and indirect factors, including:</p><ul><li class="m-0 p-0"><strong class="font-bold">Customer satisfaction:</strong> Customers who are happy with a company's products or services are more inclined to do business with them again. Businesses may improve <a href="/cxm/customer-satisfaction/" class="font-semibold text-primaryOceanBlue hover:underline">customer satisfaction</a> and raise retention rates by promptly responding to issues and customer complaints and providing quick resolutions.</li><li class="m-0 p-0"><strong class="font-bold">Loyalty programs:</strong> Programs that reward customers for their recurring business and encourage them to stick with a certain brand are referred to as loyalty programs. Some examples of loyalty programs include discounts, special deals or point-based systems that customers can use to earn rewards.</li><li class="m-0 p-0"><strong class="font-bold">Exceptional customer experience:</strong> Exceptional customer experience can have a significant impact on customer retention if it's delivered at every touchpoint, from pre-purchase contacts to post-purchase assistance. </li></ul><p><strong class="font-bold">Also read: </strong><a href="/cxm/customer-experience-management/" class="font-semibold text-primaryOceanBlue hover:underline">A detailed guide on customer experience management</a></p><h2><span id="toc-1" class="relative -top-[200px]"></span>How customer retention rates are calculated across industries</h2><p>Take a look at customer retention rate computation in some of the mainstream industries.</p><h3><strong class="font-bold">Retail</strong></h3><p>To determine customer retention rates, retail organizations often divide the total number of customers at the end of a given period by the total number of customers at the beginning of that period. Retention in retail hinges on parameters like:</p><ul><li class="m-0 p-0">Product diversity</li><li class="m-0 p-0">Competitive prices</li><li class="m-0 p-0">Customer service quality</li><li class="m-0 p-0">Store ambience </li></ul><p>The retail business has a low retention rate compared to other mainstream industries. High levels of competitiveness and ease of exit are the root cause. In addition, customers in the retail sector are almost inundated with options. </p><p><strong class="font-bold">Want to be a Retail CX leader? </strong>Download our FREE <a href="/resources/retail-industry-digital-unified-cxm/" class="font-semibold text-primaryOceanBlue hover:underline">Retail CX Benchmarking report</a>.</p><h3><strong class="font-bold">Consumer packaged goods (CPG)</strong></h3><p>CPG businesses frequently monitor average customer retention rates by looking at recurrent buying patterns. They track the proportion of returning clients over a specific period. </p><p>In this industry, keeping customers happy depends heavily on:</p><ul><li class="m-0 p-0">Product quality</li><li class="m-0 p-0">Marketing strategies</li><li class="m-0 p-0">Brand loyalty</li></ul><p><strong class="font-bold">Is your Digital CX up to the mark?</strong> Check the <a href="/resources/food-industry-digital-unified-cxm-report/" class="font-semibold text-primaryOceanBlue hover:underline">CPG benchmarks in this report</a>.</p><h3><strong class="font-bold">Technology</strong></h3><p>Customer retention rates in the technology sector are based on contract or subscription renewals or recurring income. Depending on the kind of technology being used, the industry average for client retention varies greatly. </p><p>Customer retention in the technology sector is reliant on:</p><ul><li class="m-0 p-0">Product dependability</li><li class="m-0 p-0">Regular upgrades</li><li class="m-0 p-0">Customer support speed</li><li class="m-0 p-0">Competitive pricing </li></ul><p><strong class="font-bold">How does your CX stack up to the competition? </strong><a href="/resources/tech-industry-digital-unified-cxm-report/" class="font-semibold text-primaryOceanBlue hover:underline">Check the benchmarks here</a>.</p><h3><strong class="font-bold">Banking and financial services</strong></h3><p>In the BFSI industry, customer retention rates are determined by the number of customers who remain with the same bank or financial institution over a given period. Personalized financial advice, accessible digital banking services, competitive interest rates and confidence in the institution's security procedures affect retention rates in the BFSI industry.</p><p>Assess your compliance-centricity <a href="/resources/bfsi-wp/" class="font-semibold text-primaryOceanBlue hover:underline"><strong class="font-bold">here</strong></a>.</p><h3><strong class="font-bold">E-commerce</strong></h3><p>Online retailers use data on <a href="/cxm/customer-lifetime-value/" class="font-semibold text-primaryOceanBlue hover:underline">customer lifetime value</a>, repeat sales and website visits to calculate customer retention rates. Ease of use, tailored suggestions, quick delivery, easy returns and customer feedback affect the average customer retention rates in e-commerce.</p><h2><span id="toc-2" class="relative -top-[200px]"></span>Customer retention rates: A comparison across industries</h2><p>Now that you understand how average customer retention rates are measured in various industries, it’s time to learn industry averages and take inspiration from retention champions.</p><h3>A. E-commerce</h3><p>The market for online buying is continuously expanding, which makes it challenging for e-commerce companies to retain customers for long. </p><p><strong class="font-bold">Average retention rate:</strong> The average customer retention percentage in e-commerce is around 38%, meaning just three out of 10 customers stick with one single brand for more than one year.</p><p><strong class="font-bold">Top performers: </strong>Prada’s customer retention rates shoot through the roof, thanks to their prompt customer support on all digital channels – live chat, email and social – using a unified support solution. <a class="font-semibold text-primaryOceanBlue hover:underline" href="/stories/prada-group/">Read the full story here</a>.</p><p><strong class="font-bold">Tips:</strong> To delight customers into staying, leverage personalized product/content suggestions and loyalty programs designed for the online buying environment.</p><h3>B. Banking and financial services</h3><p>Maintaining customers is essential for long-term success in the regulated world of banking and financial services. </p><p><strong class="font-bold">Average retention rate:</strong> The typical client retention rate in the BFSI is around 78% - one of the highest in the group we studied. </p><p><strong class="font-bold">Top performers:</strong> Wells Fargo exceeded industry retention benchmarks by providing individualized services, prompt communication and effective problem-solving help explain their success. <a class="font-semibold text-primaryOceanBlue hover:underline" href="/stories/wells-fargo/">Read the full story here</a>.</p><p><strong class="font-bold">Tips:</strong> Streamline your digital banking experiences, nurture lasting relationships with customers through tailored financial advice, streamline your customer onboarding procedures and deliver proactive communication to maximize your customer retention rate.</p><h3>C. Telecommunications</h3><p>Long-term contracts and customer loyalty incentives have helped the telecommunication industry to retain a high customer base.</p><p><strong class="font-bold">Average customer retention rate:</strong> Telecommunications businesses often attain average customer retention rates of 78%. This demonstrates the industry's capacity to preserve a sizable consumer base despite intense competition.</p><p><strong class="font-bold">Top performers:</strong> In the telecommunications sector, the best performers have attained retention rates above 75%. </p><p><strong class="font-bold">Tips: </strong>Telecom firms should focus on giving quick customer service, offer enticing bundle packages and use data analytics to tailor communication. All this can help boost retention over time. </p><h3>D. Subscription-based services</h3><p>In recent years, the sector for these services has experienced enormous expansion. </p><p><strong class="font-bold">Average retention rate:</strong> Retention rates for subscription-based services are generally 40%-45% on average. This demonstrates the effectiveness of business strategies in maintaining a substantial portion of its subscription base.</p><p><strong class="font-bold">Tips:</strong> Businesses can increase client retention even further by consistently providing value-added services, providing adaptable subscription alternatives and using tailored suggestions to ensure consumers are engaged and happy. </p><h3>E. Hospitality and travel</h3><p>Customer retention is a key success factor in the changing world of hospitality and travel. </p><p><strong class="font-bold">Average retention rate:</strong> In the hospitality and travel sectors, the typical client retention percentage ranges around 55%. </p><p><strong class="font-bold">Top performers: </strong>Outstanding hospitality and travel businesses have retention rates as high as 50%. Excellent customer service, individualized advice, loyalty programs and enduring experiences are their areas of expertise.</p><p><strong class="font-bold">Tips: </strong>Prioritize developing unique visitor experiences, customizing guest interactions and offering loyalty programs with privileged access to benefits and prizes to further increase client retention.</p><h2><span id="toc-3" class="relative -top-[200px]"></span>Conclusion</h2><p>Businesses looking to navigate the ever-evolving terrain of customer loyalty can consider benchmarking average customer retention rates by industry as a critical compass. They can build solid relationships with customers and spur long-term growth by putting effective strategies into practice. Retaining customers is an investment in the long-term profitability of your company.</p><p>In your journey to foster client retention, <a class="font-semibold text-primaryOceanBlue hover:underline" href="/products/customer-service/">Sprinklr Service</a> can partner with you by uncovering insightful customer data to personalize offerings and loyalty programs. With cutting-edge AI and sector knowledge, we have a demonstrated history of helping brands boost their customer loyalty and retention. 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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 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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 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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" 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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 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Customer Service Glossary</span></a></li></ul></div></div></div></section></div><section class="flex flex-col desktop-sm:flex-row desktop-sm:justify-between items-start 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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\"}\n1b6:[\"$1b7\"]\n1b4:{\"data\":\"$1b5\",\"content\":\"$1b6\",\"nodeType\":\"paragraph\"}\n1bb:{}\n1be:{}\n1bf:[]\n1bd:{\"data\":\"$1be\",\"marks\":\"$1bf\",\"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\"}\n1c1:{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"}\n1c4:{}\n1c5:[]\n1c3:{\"data\":\"$1c4\",\"marks\":\"$1c5\",\"value\":\"140%\",\"nodeType\":\"text\"}\n1c2:[\"$1c3\"]\n1c0:{\"data\":\"$1c1\",\"content\":\"$1c2\",\"nodeType\":\"hyperlink\"}\n1c7:{}\n1c8:[]\n1c6:{\"data\":\"$1c7\",\"marks\":\"$1c8\",\"value\":\" more than their less satisfied counterparts. \",\"nodeType\":\"text\"}\n1bc:[\"$1bd\",\"$1c0\",\"$1c6\"]\n1ba:{\"data\":\"$1bb\",\"content\":\"$1bc\",\"nodeType\":\"paragraph\"}\n1ca:{}\n1cd:{}\n1ce:[]\n1cc:{\"data\":\"$1cd\",\"marks\":\"$1ce\",\"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\"}\n1cb:[\"$1cc\"]\n1c9:{\"data\":\"$1"])</script><script>self.__next_f.push([1,"ca\",\"content\":\"$1cb\",\"nodeType\":\"paragraph\"}\n1d0:{}\n1d3:{}\n1d5:{\"type\":\"bold\"}\n1d4:[\"$1d5\"]\n1d2:{\"data\":\"$1d3\",\"marks\":\"$1d4\",\"value\":\"What is the need for machine learning in call centers?\",\"nodeType\":\"text\"}\n1d1:[\"$1d2\"]\n1cf:{\"data\":\"$1d0\",\"content\":\"$1d1\",\"nodeType\":\"heading-2\"}\n1d7:{}\n1da:{}\n1db:[]\n1d9:{\"data\":\"$1da\",\"marks\":\"$1db\",\"value\":\"Enterprise-level call centers face growing challenges that make delivering exceptional \",\"nodeType\":\"text\"}\n1dd:{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"}\n1e0:{}\n1e1:[]\n1df:{\"data\":\"$1e0\",\"marks\":\"$1e1\",\"value\":\"customer service\",\"nodeType\":\"text\"}\n1de:[\"$1df\"]\n1dc:{\"data\":\"$1dd\",\"content\":\"$1de\",\"nodeType\":\"hyperlink\"}\n1e3:{}\n1e4:[]\n1e2:{\"data\":\"$1e3\",\"marks\":\"$1e4\",\"value\":\" increasingly complex. High call volumes often result in extended wait times, while limited personalization can leave customers feeling undervalued. \",\"nodeType\":\"text\"}\n1d8:[\"$1d9\",\"$1dc\",\"$1e2\"]\n1d6:{\"data\":\"$1d7\",\"content\":\"$1d8\",\"nodeType\":\"paragraph\"}\n1e6:{}\n1e9:{}\n1ea:[]\n1e8:{\"data\":\"$1e9\",\"marks\":\"$1ea\",\"value\":\"Another critical hurdle is \",\"nodeType\":\"text\"}\n1ec:{\"uri\":\"https://www.sprinklr.com/cxm/workforce-management/\"}\n1ef:{}\n1f0:[]\n1ee:{\"data\":\"$1ef\",\"marks\":\"$1f0\",\"value\":\"workforce management\",\"nodeType\":\"text\"}\n1ed:[\"$1ee\"]\n1eb:{\"data\":\"$1ec\",\"content\":\"$1ed\",\"nodeType\":\"hyperlink\"}\n1f2:{}\n1f3:[]\n1f1:{\"data\":\"$1f2\",\"marks\":\"$1f3\",\"value\":\"—balancing staffing levels with fluctuating demand is no small feat. 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This allows agents to focus on resolving complex customer issues, enhancing both productivity and outcomes. \",\"nodeType\":\"text\"}\n20c:[\"$20d\",\"$210\",\"$214\",\"$217\",\"$21d\"]\n20a:{\"data\":\"$20b\",\"content\":\"$20c\",\"nodeType\":\"paragraph\"}\n221:{}\n224:{}\n225:[]\n223:{\"data\":\"$224\",\"marks\":\"$225\",\"value\":\"· \",\"nodeType\":\"text\"}\n227:{}\n229:{\"type\":\"bold\"}\n228:[\"$229\"]\n226:{\"data\":\"$227\",\"marks\":\"$228\",\"value\":\"🎯 Enhancing personalization:\",\"nodeType\":\"text\"}\n22b:{}\n22c:[]\n22a:{\"data\":\"$22b\",\"marks\":\"$22c\",\"value\":\" ML enables hyper-personalized interactions — tailored product recommendations, sentiment-based responses, and more by analyzing vast amounts of customer data. 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Call centers embracing ML report improved \",\"nodeType\":\"text\"}\n275:{\"uri\":\"https://www.sprinklr.com/help/articles/customer-satisfaction-analysis/what-is-csat-and-how-is-it-scored/65a8f025d39ae90f84200c38/\"}\n278:{}\n279:[]\n277:{\"data\":\"$278\",\"marks\":\"$279\",\"value\":\"customer satisfaction (CSAT) scores\",\"nodeType\":\"text\"}\n276:[\"$277\"]\n274:{\"data\":\"$275\",\"content\":\"$276\",\"nodeType\":\"hyperlink\"}\n27b:{}\n27c:[]\n27a:{\"data\":\"$27b\",\"marks\":\"$27c\",\"value\":\", increased agent productivity, and shifted from reactive problem-solving to \",\"nodeType\":\"text\"}\n27e:{\"uri\":\"https://www.sprinklr.com/blog/proactive-customer-engagement/\"}\n281:{}\n282:[]\n280:{\"data\":\"$281\",\"marks\":\"$282\",\"value\":\"proactive customer engagement.\",\"nodeType\":\"text\"}\n27f:[\"$280\"]\n27d:{\"data\":\"$27e\",\"content\":\"$27f\",\"nodeType\":\"hyperlink\"}\n284:{}\n285:[]\n283:{\"data\":\"$284\",\"marks\":\"$285\",\"value\":\"\",\"nodeType\":\"text\"}\n252:[\"$253\",\"$256\",\"$25c\",\"$260\",\"$263\",\"$267\",\"$26d\",\"$271\",\"$274\",\"$27a\",\"$27d\",\"$283\"]\n250:{\"data\":\"$251\",\"content\":\"$252\",\"nodeType\":\"paragraph\"}\n287:{}\n28a:{}\n28c:{\"type\":\"bold\"}\n28b:[\"$28c\"]\n289:{\"data\":\"$28a\",\"marks\":\"$28b\",\"value\":\"Key applications of machine learning in call centers\",\"nodeType\":\"text\"}\n288:[\"$289\"]\n286:{\"data\":\"$287\",\"content\":\"$288\",\"nodeType\":\"heading-2\"}\n28e:{}\n291:{}\n292:[]\n290:{\"data\":\"$291\",\"marks\":\"$292\",\"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"])</script><script>self.__next_f.push([1," faster, more personalized and highly efficient customer service. Below, we explore one of the most impactful applications of call center machine learning:\",\"nodeType\":\"text\"}\n28f:[\"$290\"]\n28d:{\"data\":\"$28e\",\"content\":\"$28f\",\"nodeType\":\"paragraph\"}\n294:{}\n297:{}\n299:{\"type\":\"bold\"}\n298:[\"$299\"]\n296:{\"data\":\"$297\",\"marks\":\"$298\",\"value\":\"1. Automated call routing \",\"nodeType\":\"text\"}\n295:[\"$296\"]\n293:{\"data\":\"$294\",\"content\":\"$295\",\"nodeType\":\"paragraph\"}\n29b:{}\n29e:{}\n29f:[]\n29d:{\"data\":\"$29e\",\"marks\":\"$29f\",\"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\"}\n2a1:{\"uri\":\"https://www.sprinklr.com/cxm/customer-happiness/\"}\n2a4:{}\n2a5:[]\n2a3:{\"data\":\"$2a4\",\"marks\":\"$2a5\",\"value\":\"happier customers\",\"nodeType\":\"text\"}\n2a2:[\"$2a3\"]\n2a0:{\"data\":\"$2a1\",\"content\":\"$2a2\",\"nodeType\":\"hyperlink\"}\n2a7:{}\n2a8:[]\n2a6:{\"data\":\"$2a7\",\"marks\":\"$2a8\",\"value\":\". \",\"nodeType\":\"text\"}\n29c:[\"$29d\",\"$2a0\",\"$2a6\"]\n29a:{\"data\":\"$29b\",\"content\":\"$29c\",\"nodeType\":\"paragraph\"}\n2aa:{}\n2ad:{}\n2af:{\"type\":\"bold\"}\n2ae:[\"$2af\"]\n2ac:{\"data\":\"$2ad\",\"marks\":\"$2ae\",\"value\":\"2. Sentiment analysis \",\"nodeType\":\"text\"}\n2ab:[\"$2ac\"]\n2a9:{\"data\":\"$2aa\",\"content\":\"$2ab\",\"nodeType\":\"paragraph\"}\n2b1:{}\n2b4:{}\n2b5:[]\n2b3:{\"data\":\"$2b4\",\"marks\":\"$2b5\",\"value\":\"Through call center machine learning, you can analyze tone, language, and context to identify customer sentiment during interactions. Identifying frustrated or \",\"nodeType\":\"text\"}\n2b7:{\"uri\":\"https://www.sprinklr.com/blog/how-to-handle-angry-customer/\"}\n2ba:{}\n2bb:[]\n2b9:{\"data\":\"$2ba\",\"marks\":\"$2bb\",\"value\":\"angry customers\",\"nodeType\":\"text\"}\n2b8:[\"$2b9\"]\n2b6:{\"data\":\"$2b7\",\"content\":\"$2b8\",\"nodeType\":\"hyperlink\"}\n2bd:{}\n2be:[]\n2bc:{\"data\":"])</script><script>self.__next_f.push([1,"\"$2bd\",\"marks\":\"$2be\",\"value\":\" allows agents to address concerns and prevent escalation proactively. 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By taking a strategic, step-by-step approach, you can harness the power of ML to optimize your operations and deliver exceptional \",\"nodeType\":\"text\"}\n557:{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-experience/\"}\n55a:{}\n55b:[]\n559:{\"data\":\"$55a\",\"marks\":\"$55b\",\"value\":\"customer experiences\",\"nodeType\":\"text\"}\n558:[\"$559\"]\n556:{\"data\":\"$557\",\"content\":\"$558\",\"nodeType\":\"hyperlink\"}\n55d:{}\n55e:[]\n55c:{\"data\":\"$55d\",\"marks\":\"$55e\",\"value\":\". Here’s how to get started. \",\"nodeType\":\"text\"}\n552:[\"$553\",\"$556\",\"$55c\"]\n550:{\"data\":\"$551\",\"content\":\"$552\",\"nodeType\":\"paragraph\"}\n560:{}\n563:{}\n564:[]\n562:{\"data\":\"$563\",\"marks\":\"$564\",\"value\":\"1. Assess your current operations \",\"nodeType\":\"text\"}\n561:[\"$562\"]\n55f:{\"data\":\"$560\",\"content\":\"$561\",\"nodeType\":\"heading-4\"}\n566:{}\n569:{}\n56a:[]\n568:{\"data\":\"$569\",\"marks\":\"$56a\",\"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\"}\n567:[\"$568\"]\n565:{\"data\":\"$566\",\"content\":\"$567\",\"nodeType\":\"paragraph\"}\n56c:{}\n56f:{}\n570:[]\n56e:{\"data\":\"$56f\",\"marks\":\"$570\",\"value\":\"Focus on key \",\"nodeType\":\"text\"}\n572:{\"uri\":\"https://www.sprinklr.com/blog/call-center-kpis/\"}\n575:{}\n576:[]\n574:{\"data\":\"$575\",\"marks\":\"$576\",\"value\":\"call center KPIs\",\"nodeType\":\"text\"}\n573:[\"$574\"]\n571:{\"data\":\"$572\",\"content\":\"$573\",\"nodeType\":\"hyperlink\"}\n578:{}\n579:[]\n577:{\"data\":\"$578\",\"marks\":\"$579\",\"value\":\" such as average handle time (AHT), first-call resolution (FCR), customer satisfaction (CSAT) a"])</script><script>self.__next_f.push([1,"nd \",\"nodeType\":\"text\"}\n57b:{\"uri\":\"https://www.sprinklr.com/blog/call-center-agent-performance-metrics/\"}\n57e:{}\n57f:[]\n57d:{\"data\":\"$57e\",\"marks\":\"$57f\",\"value\":\"agent performance metrics\",\"nodeType\":\"text\"}\n57c:[\"$57d\"]\n57a:{\"data\":\"$57b\",\"content\":\"$57c\",\"nodeType\":\"hyperlink\"}\n581:{}\n582:[]\n580:{\"data\":\"$581\",\"marks\":\"$582\",\"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\"}\n56d:[\"$56e\",\"$571\",\"$577\",\"$57a\",\"$580\"]\n56b:{\"data\":\"$56c\",\"content\":\"$56d\",\"nodeType\":\"paragraph\"}\n584:{}\n587:{}\n588:[]\n586:{\"data\":\"$587\",\"marks\":\"$588\",\"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\"}\n585:[\"$586\"]\n583:{\"data\":\"$584\",\"content\":\"$585\",\"nodeType\":\"paragraph\"}\n58a:{}\n58d:{}\n58e:[]\n58c:{\"data\":\"$58d\",\"marks\":\"$58e\",\"value\":\"2. Choose the right tools \",\"nodeType\":\"text\"}\n58b:[\"$58c\"]\n589:{\"data\":\"$58a\",\"content\":\"$58b\",\"nodeType\":\"heading-4\"}\n590:{}\n593:{}\n594:[]\n592:{\"data\":\"$593\",\"marks\":\"$594\",\"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\"}\n596:{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-frustration/\"}\n599:{}\n59a:[]\n598:{\"data\":\"$599\",\"marks\":\"$59a\",\"value\":\"customer frustration\",\"nodeType\":\"text\"}\n597:[\"$598\"]\n595:{\"data\":\"$596\",\"content\":\"$597\",\"nodeType\":\"hyperlink\"}\n59c:{}\n59d:[]\n"])</script><script>self.__next_f.push([1,"59b:{\"data\":\"$59c\",\"marks\":\"$59d\",\"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\"}\n591:[\"$592\",\"$595\",\"$59b\"]\n58f:{\"data\":\"$590\",\"content\":\"$591\",\"nodeType\":\"paragraph\"}\n59f:{}\n5a2:{}\n5a3:[]\n5a1:{\"data\":\"$5a2\",\"marks\":\"$5a3\",\"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\":\"$5cb\",\"data\":\"$5cc\"}\n5c0:[\"$5c1\",\"$5c4\",\"$5ca\"]\n5be:{\"nodeType\":\"paragraph\",\"data\":\"$5bf\",\"content\":\"$5c0\"}\n5ce:{}\n5d1:[]\n5d2:{}\n5d0:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$5d1\",\"data\":\"$5d2\"}\n5cf:[\"$5d0\"]\n5cd:{\"nodeType\":\"paragraph\",\"data\":\"$5ce\",\"content\":\"$5cf\"}\n5d4:{}\n5d7:{}\n5da:{}\n5de:{\"type\":\"bold\"}\n5dd:[\"$5de\"]\n5df:{}\n5dc:{\"nodeType\":\"text\",\"value\":\"Empower your agents: \",\"marks\":\"$5dd\",\"data\":\"$5df\"}\n5e1:[]\n5e2:{}\n5e0:{\"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\":\"$5e1\",\"data\":\"$5e2\"}\n5db:[\"$5dc\",\"$5e0\"]\n5d9:{\"nodeType\":\"paragraph\",\"data\":\"$5da\",\"content\":\"$5db\"}\n5d8:[\"$5d9\"]\n5d6:{\"nodeType\":\"list-item\",\"data\":\"$5d7\",\"content\":\"$5d8\"}\n5e4:{}\n5e7:{}\n5eb:{\"type\":\"bold\"}\n5ea:[\"$5eb\"]\n5ec:{}\n5e9:{\"nodeType\":\"text\",\"value\":\"Enhance self-service:\",\"marks\":\"$5ea\",\"data\":\"$5ec\"}\n5ee:[]\n5ef:{}\n5ed:{\"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\":\"$5ee\",\"data\":\"$5ef\"}\n5f1:{\"uri\":\"https://www.sprinklr.com/cxm/customer-interaction/\"}\n5f4:[]\n5f5:{}\n5f3:{\"nodeType\":\"text\",\"value\":\"customer interactions\",\"marks\":\"$5f4\",\"data\":\"$5f5\"}\n5f2:[\"$5f3\"]\n5f0:{\"nodeType\":\"hyperlink\",\"data\":\"$5f1\",\"content\":\"$5f2\"}\n5f7:[]\n5f8:{}\n5f6:{\"nodeType\":\"text\",\"value\":\". \",\"marks\":\"$5f7\",\"data\":\"$5f8\"}\n5e8:[\"$5e9\",\"$5ed\",\"$5f0\",\"$5f6\"]\n5e6:{\"node"])</script><script>self.__next_f.push([1,"Type\":\"paragraph\",\"data\":\"$5e7\",\"content\":\"$5e8\"}\n5e5:[\"$5e6\"]\n5e3:{\"nodeType\":\"list-item\",\"data\":\"$5e4\",\"content\":\"$5e5\"}\n5fa:{}\n5fd:{}\n601:{\"type\":\"bold\"}\n600:[\"$601\"]\n602:{}\n5ff:{\"nodeType\":\"text\",\"value\":\"Monitor and improve quality:\",\"marks\":\"$600\",\"data\":\"$602\"}\n604:[]\n605:{}\n603:{\"nodeType\":\"text\",\"value\":\" Automate quality monitoring and receive recommended actions based on customized AI scoring parameters. 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Build a data-driven culture \",\"nodeType\":\"text\"}\n626:[\"$627\"]\n624:{\"data\":\"$625\",\"content\":\"$626\",\"nodeType\":\"heading-3\"}\n62b:{}\n62e:{}\n62f:[]\n62d:{\"data\":\"$62e\",\"marks\":\"$62f\",\"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\"}\n62c:[\"$62d\"]\n62a:{\"data\":\"$62b\",\"content\":\"$62c\",\"nodeType\":\"paragraph\"}\n634:{}\n637:{}\n63b:{\"type\":\"bold\"}\n63a:[\"$63b\"]\n63c:{}\n639:{\"nodeType\":\"text\",\"value\":\"🎯 Pro Tip\",\"marks\":\"$63a\",\"data\":\"$63c\"}\n63e:[]\n63f:{}\n63d:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$63e\",\"data\":\"$63f\"}\n638:[\"$639\",\"$63d\"]\n636:{\"nodeType\":\"paragraph\",\"data\":\"$637\",\"content\":\"$638\"}\n641:{}\n644:[]\n645:{}\n643:{\"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\":\"$644\",\"data\":\"$645\"}\n642:[\"$643\"]\n640:{\"nodeType\":\"paragraph\",\"data\":\"$641\",\"content\":\"$642\"}\n635:[\"$636\",\"$640\"]\n633:{\"nodeType\":\"document\",\"data\":\"$634\",\"content\":\"$635\"}\n632:{\"contentT"])</script><script>self.__next_f.push([1,"ype\":\"boxContainer\",\"id\":\"eMTeLVIHncaMfauqSyJjX\",\"title\":\"Build a data-driven culture \",\"content\":\"$633\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n631:{\"target\":\"$632\"}\n646:[]\n630:{\"data\":\"$631\",\"content\":\"$646\",\"nodeType\":\"embedded-entry-block\"}\n648:{}\n64b:{}\n64c:[]\n64a:{\"data\":\"$64b\",\"marks\":\"$64c\",\"value\":\"4. Start small with pilot projects \",\"nodeType\":\"text\"}\n649:[\"$64a\"]\n647:{\"data\":\"$648\",\"content\":\"$649\",\"nodeType\":\"heading-4\"}\n64e:{}\n651:{}\n652:[]\n650:{\"data\":\"$651\",\"marks\":\"$652\",\"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\"}\n654:{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"}\n657:{}\n658:[]\n656:{\"data\":\"$657\",\"marks\":\"$658\",\"value\":\"sentiment analysis\",\"nodeType\":\"text\"}\n655:[\"$656\"]\n653:{\"data\":\"$654\",\"content\":\"$655\",\"nodeType\":\"hyperlink\"}\n65a:{}\n65b:[]\n659:{\"data\":\"$65a\",\"marks\":\"$65b\",\"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\"}\n64f:[\"$650\",\"$653\",\"$659\"]\n64d:{\"data\":\"$64e\",\"content\":\"$64f\",\"nodeType\":\"paragraph\"}\n65d:{}\n660:{}\n661:[]\n65f:{\"data\":\"$660\",\"marks\":\"$661\",\"value\":\"5. Monitor and scale \",\"nodeType\":\"text\"}\n65e:[\"$65f\"]\n65c:{\"data\":\"$65d\",\"content\":\"$65e\",\"nodeType\":\"heading-4\"}\n663:{}\n666:{}\n667:[]\n665:{\"data\":\"$666\",\"marks\":\"$667\",\"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\"}\n664:[\"$6"])</script><script>self.__next_f.push([1,"65\"]\n662:{\"data\":\"$663\",\"content\":\"$664\",\"nodeType\":\"paragraph\"}\n669:{}\n66c:{}\n66e:{\"type\":\"bold\"}\n66d:[\"$66e\"]\n66b:{\"data\":\"$66c\",\"marks\":\"$66d\",\"value\":\"Power up your call center with best-in-class AI \",\"nodeType\":\"text\"}\n66a:[\"$66b\"]\n668:{\"data\":\"$669\",\"content\":\"$66a\",\"nodeType\":\"heading-2\"}\n670:{}\n673:{}\n674:[]\n672:{\"data\":\"$673\",\"marks\":\"$674\",\"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. 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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\"}\n73f:[\"$740\"]\n73d:{\"data\":\"$73e\",\"content\":\"$73f\",\"nodeType\":\"paragraph\"}\n744:{}\n747:{}\n748:[]\n746:{\"data\":\"$747\",\"marks\":\"$748\",\"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\"}\n74a:"])</script><script>self.__next_f.push([1,"{\"uri\":\"https://www.sprinklr.com/blog/contact-center-roi/\"}\n74d:{}\n74e:[]\n74c:{\"data\":\"$74d\",\"marks\":\"$74e\",\"value\":\"ROI from the contact center\",\"nodeType\":\"text\"}\n74b:[\"$74c\"]\n749:{\"data\":\"$74a\",\"content\":\"$74b\",\"nodeType\":\"hyperlink\"}\n750:{}\n751:[]\n74f:{\"data\":\"$750\",\"marks\":\"$751\",\"value\":\".\",\"nodeType\":\"text\"}\n745:[\"$746\",\"$749\",\"$74f\"]\n743:{\"data\":\"$744\",\"content\":\"$745\",\"nodeType\":\"paragraph\"}\n753:{}\n756:{}\n757:[]\n755:{\"data\":\"$756\",\"marks\":\"$757\",\"value\":\"Why consider alternatives to Talkdesk\",\"nodeType\":\"text\"}\n754:[\"$755\"]\n752:{\"data\":\"$753\",\"content\":\"$754\",\"nodeType\":\"heading-2\"}\n759:{}\n75c:{}\n75d:[]\n75b:{\"data\":\"$75c\",\"marks\":\"$75d\",\"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\"}\n75a:[\"$75b\"]\n758:{\"data\":\"$759\",\"content\":\"$75a\",\"nodeType\":\"paragraph\"}\n75f:{}\n762:{}\n763:[]\n761:{\"data\":\"$762\",\"marks\":\"$763\",\"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\"}\n760:[\"$761\"]\n75e:{\"data\":\"$75f\",\"content\":\"$760\",\"nodeType\":\"paragraph\"}\n765:{}\n768:{}\n76a:{\"type\":\"bold\"}\n769:[\"$76a\"]\n767:{\"data\":\"$768\",\"marks\":\"$769\",\"value\":\"1. Integration challenges\",\"nodeType\":\"text\"}\n766:[\"$767\"]\n764:{\"data\":\"$765\",\"content\":\"$766\",\"nodeType\":\"paragraph\"}\n76c:{}\n76f:{}\n770:[]\n76e:{\"data\":\"$76f\",\"marks\":\"$770\",\"value\":\"Many users report difficulties integrating Talkdesk with other essential business tools. This can lead to inefficiencies and a fragmented workflow. One \",\"nodeType\":\"text\"}\n772:{\"uri\":\"https://"])</script><script>self.__next_f.push([1,"www.g2.com/products/talkdesk/reviews/talkdesk-review-8885234\"}\n775:{}\n776:[]\n774:{\"data\":\"$775\",\"marks\":\"$776\",\"value\":\"user\",\"nodeType\":\"text\"}\n773:[\"$774\"]\n771:{\"data\":\"$772\",\"content\":\"$773\",\"nodeType\":\"hyperlink\"}\n778:{}\n779:[]\n777:{\"data\":\"$778\",\"marks\":\"$779\",\"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\"}\n76d:[\"$76e\",\"$771\",\"$777\"]\n76b:{\"data\":\"$76c\",\"content\":\"$76d\",\"nodeType\":\"paragraph\"}\n77b:{}\n77e:{}\n780:{\"type\":\"bold\"}\n77f:[\"$780\"]\n77d:{\"data\":\"$77e\",\"marks\":\"$77f\",\"value\":\"2. Heavy reliance on voice\",\"nodeType\":\"text\"}\n77c:[\"$77d\"]\n77a:{\"data\":\"$77b\",\"content\":\"$77c\",\"nodeType\":\"paragraph\"}\n782:{}\n785:{}\n786:[]\n784:{\"data\":\"$785\",\"marks\":\"$786\",\"value\":\"Talkdesk is heavily focused on voice communication, which might not suit businesses looking for a more balanced omnichannel approach. A \",\"nodeType\":\"text\"}\n788:{\"uri\":\"https://www.g2.com/products/talkdesk/reviews/talkdesk-review-7647114\"}\n78b:{}\n78c:[]\n78a:{\"data\":\"$78b\",\"marks\":\"$78c\",\"value\":\"user\",\"nodeType\":\"text\"}\n789:[\"$78a\"]\n787:{\"data\":\"$788\",\"content\":\"$789\",\"nodeType\":\"hyperlink\"}\n78e:{}\n78f:[]\n78d:{\"data\":\"$78e\",\"marks\":\"$78f\",\"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\"}\n783:[\"$784\",\"$787\",\"$78d\"]\n781:{\"data\":\"$782\",\"content\":\"$783\",\"nodeType\":\"paragraph\"}\n791:{}\n794:{}\n796:{\"type\":\"bold\"}\n795:[\"$796\"]\n793:{\"d"])</script><script>self.__next_f.push([1,"ata\":\"$794\",\"marks\":\"$795\",\"value\":\"3. Lack of deep analytics\",\"nodeType\":\"text\"}\n792:[\"$793\"]\n790:{\"data\":\"$791\",\"content\":\"$792\",\"nodeType\":\"paragraph\"}\n798:{}\n79b:{}\n79c:[]\n79a:{\"data\":\"$79b\",\"marks\":\"$79c\",\"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\"}\n79e:{\"uri\":\"https://www.g2.com/products/talkdesk/reviews/talkdesk-review-8875412\"}\n7a1:{}\n7a2:[]\n7a0:{\"data\":\"$7a1\",\"marks\":\"$7a2\",\"value\":\"review\",\"nodeType\":\"text\"}\n79f:[\"$7a0\"]\n79d:{\"data\":\"$79e\",\"content\":\"$79f\",\"nodeType\":\"hyperlink\"}\n7a4:{}\n7a5:[]\n7a3:{\"data\":\"$7a4\",\"marks\":\"$7a5\",\"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\"}\n799:[\"$79a\",\"$79d\",\"$7a3\"]\n797:{\"data\":\"$798\",\"content\":\"$799\",\"nodeType\":\"paragraph\"}\n7a7:{}\n7aa:{}\n7ac:{\"type\":\"bold\"}\n7ab:[\"$7ac\"]\n7a9:{\"data\":\"$7aa\",\"marks\":\"$7ab\",\"value\":\"4. Siloed telephony \u0026 digital solutions\",\"nodeType\":\"text\"}\n7a8:[\"$7a9\"]\n7a6:{\"data\":\"$7a7\",\"content\":\"$7a8\",\"nodeType\":\"paragraph\"}\n7ae:{}\n7b1:{}\n7b2:[]\n7b0:{\"data\":\"$7b1\",\"marks\":\"$7b2\",\"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\"}\n7b4:{\"uri\":\"https://www.g2.com/products/talkdesk/reviews/talkdesk-review-8871717\"}\n7b7:{}\n7b8:[]\n7b6:{\"data\":\"$7b7\",\"marks\":\"$7b8\",\"value\":\"user\",\"nodeType\":\"text\"}\n7b5:[\"$7b6\"]\n7b3:{\"data\":\"$7b4\",\"content\":\"$7b5\",\"nodeType\":\"hyperlink\"}\n7ba:{}\n7bb:[]\n7b9:{\"data\":\"$7ba\",\"marks\":\"$7bb\",\"value\":\" noted, “Their support is disappointing "])</script><script>self.__next_f.push([1,"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\"}\n7af:[\"$7b0\",\"$7b3\",\"$7b9\"]\n7ad:{\"data\":\"$7ae\",\"content\":\"$7af\",\"nodeType\":\"paragraph\"}\n7bd:{}\n7c0:{}\n7c2:{\"type\":\"bold\"}\n7c1:[\"$7c2\"]\n7bf:{\"data\":\"$7c0\",\"marks\":\"$7c1\",\"value\":\"5. Limited social listening capabilities\",\"nodeType\":\"text\"}\n7be:[\"$7bf\"]\n7bc:{\"data\":\"$7bd\",\"content\":\"$7be\",\"nodeType\":\"paragraph\"}\n7c4:{}\n7c7:{}\n7c8:[]\n7c6:{\"data\":\"$7c7\",\"marks\":\"$7c8\",\"value\":\"In today’s social media-driven landscape, the ability to monitor and respond to social conversations is vital. Talkdesk’s limited \",\"nodeType\":\"text\"}\n7ca:{\"uri\":\"https://www.sprinklr.com/cxm/social-listening/\"}\n7cd:{}\n7ce:[]\n7cc:{\"data\":\"$7cd\",\"marks\":\"$7ce\",\"value\":\"social listening \",\"nodeType\":\"text\"}\n7cb:[\"$7cc\"]\n7c9:{\"data\":\"$7ca\",\"content\":\"$7cb\",\"nodeType\":\"hyperlink\"}\n7d0:{}\n7d1:[]\n7cf:{\"data\":\"$7d0\",\"marks\":\"$7d1\",\"value\":\"capabilities can be a significant drawback for businesses aiming to engage with customers across all channels. \",\"nodeType\":\"text\"}\n7c5:[\"$7c6\",\"$7c9\",\"$7cf\"]\n7c3:{\"data\":\"$7c4\",\"content\":\"$7c5\",\"nodeType\":\"paragraph\"}\n7d3:{}\n7d6:{}\n7d7:[]\n7d5:{\"data\":\"$7d6\",\"marks\":\"$7d7\",\"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\"}\n7d4:[\"$7d5\"]\n7d2:{\"data\":\"$7d3\",\"content\":\"$7d4\",\"nodeType\":\"paragraph\"}\n7d9:{}\n7dc:{}\n7de:{\"type\":\"bold\"}\n7dd:[\"$7de\"]\n7db:{\"data\":\"$7dc\",\"marks\":\"$7dd\",\"value\":\"Top 8 alternatives to Talkdesk\",\"nodeType\":\"text\"}\n7da:[\"$7db"])</script><script>self.__next_f.push([1,"\"]\n7d8:{\"data\":\"$7d9\",\"content\":\"$7da\",\"nodeType\":\"heading-2\"}\n7e0:{}\n7e3:{}\n7e4:[]\n7e2:{\"data\":\"$7e3\",\"marks\":\"$7e4\",\"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\"}\n7e1:[\"$7e2\"]\n7df:{\"data\":\"$7e0\",\"content\":\"$7e1\",\"nodeType\":\"paragraph\"}\n7e9:{}\n7ec:{}\n7ef:[]\n7f0:{}\n7ee:{\"nodeType\":\"text\",\"value\":\"⚠\",\"marks\":\"$7ef\",\"data\":\"$7f0\"}\n7f3:{\"type\":\"bold\"}\n7f2:[\"$7f3\"]\n7f4:{}\n7f1:{\"nodeType\":\"text\",\"value\":\"️ Important Note for Readers:\",\"marks\":\"$7f2\",\"data\":\"$7f4\"}\n7ed:[\"$7ee\",\"$7f1\"]\n7eb:{\"nodeType\":\"paragraph\",\"data\":\"$7ec\",\"content\":\"$7ed\"}\n7f6:{}\n7f9:[]\n7fa:{}\n7f8:{\"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. 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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. 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When customers express anger, it often stems from a few key issues:\",\"marks\":\"$141d\",\"data\":\"$141e\"}\n1412:[\"$1413\",\"$1416\",\"$141c\"]\n1410:{\"nodeType\":\"paragraph\",\"data\":\"$1411\",\"content\":\"$1412\"}\n1420:{}\n1423:[]\n1424:{}\n1422:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$1423\",\"data\":\"$1424\"}\n1427:{\"type\":\"bold\"}\n1426:[\"$"])</script><script>self.__next_f.push([1,"1427\"]\n1428:{}\n1425:{\"nodeType\":\"text\",\"value\":\"Product quality\",\"marks\":\"$1426\",\"data\":\"$1428\"}\n1421:[\"$1422\",\"$1425\"]\n141f:{\"nodeType\":\"paragraph\",\"data\":\"$1420\",\"content\":\"$1421\"}\n142a:{}\n142d:[]\n142e:{}\n142c:{\"nodeType\":\"text\",\"value\":\"Customers expect products to meet certain standards of quality and performance. 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This underperformance, compared to the advertised promises, leads to significant dissatisfaction and anger.\",\"marks\":\"$1471\",\"data\":\"$1472\"}\n146f:[\"$1470\"]\n146d:{\"nodeType\":\"paragraph\",\"data\":\"$146e\",\"content\":\"$146f"])</script><script>self.__next_f.push([1,"\"}\n1474:{}\n1477:[]\n1478:{}\n1476:{\"nodeType\":\"text\",\"value\":\"Navigating the complexity of angry enterprise customers\",\"marks\":\"$1477\",\"data\":\"$1478\"}\n1475:[\"$1476\"]\n1473:{\"nodeType\":\"heading-3\",\"data\":\"$1474\",\"content\":\"$1475\"}\n147a:{}\n147d:[]\n147e:{}\n147c:{\"nodeType\":\"text\",\"value\":\"For enterprise customers, the stakes are often higher. Issues can be more complex, involving large accounts or bulk orders. Problems in these scenarios can disrupt business operations, leading to substantial financial losses and heightened frustration. Key points to consider include:\",\"marks\":\"$147d\",\"data\":\"$147e\"}\n147b:[\"$147c\"]\n1479:{\"nodeType\":\"paragraph\",\"data\":\"$147a\",\"content\":\"$147b\"}\n1480:{}\n1483:[]\n1484:{}\n1482:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$1483\",\"data\":\"$1484\"}\n1487:{\"type\":\"bold\"}\n1486:[\"$1487\"]\n1488:{}\n1485:{\"nodeType\":\"text\",\"value\":\"Large-scale impact\",\"marks\":\"$1486\",\"data\":\"$1488\"}\n148a:[]\n148b:{}\n1489:{\"nodeType\":\"text\",\"value\":\": Issues with large accounts or bulk orders can affect entire business operations.\",\"marks\":\"$148a\",\"data\":\"$148b\"}\n1481:[\"$1482\",\"$1485\",\"$1489\"]\n147f:{\"nodeType\":\"paragraph\",\"data\":\"$1480\",\"content\":\"$1481\"}\n148d:{}\n1490:[]\n1491:{}\n148f:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$1490\",\"data\":\"$1491\"}\n1494:{\"type\":\"bold\"}\n1493:[\"$1494\"]\n1495:{}\n1492:{\"nodeType\":\"text\",\"value\":\"Financial implications\",\"marks\":\"$1493\",\"data\":\"$1495\"}\n1497:[]\n1498:{}\n1496:{\"nodeType\":\"text\",\"value\":\": Delays or problems can lead to significant financial losses.\",\"marks\":\"$1497\",\"data\":\"$1498\"}\n148e:[\"$148f\",\"$1492\",\"$1496\"]\n148c:{\"nodeType\":\"paragraph\",\"data\":\"$148d\",\"content\":\"$148e\"}\n149a:{}\n149d:[]\n149e:{}\n149c:{\"nodeType\":\"text\",\"value\":\"· Coordination challenges: Resolving issues often requires coordination across multiple departments.\",\"marks\":\"$149d\",\"data\":\"$149e\"}\n149b:[\"$149c\"]\n1499:{\"nodeType\":\"paragraph\",\"data\":\"$149a\",\"content\":\"$149b\"}\n14a0:{}\n14a3:[]\n14a4:{}\n14a2:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$14a3\",\"data\":\"$14a4\"}\n14a7:{\"type\":\"bold\"}\n14a6:[\"$14a7\"]\n14a8:{}\n14a5:{\"nodeT"])</script><script>self.__next_f.push([1,"ype\":\"text\",\"value\":\"High expectations\",\"marks\":\"$14a6\",\"data\":\"$14a8\"}\n14aa:[]\n14ab:{}\n14a9:{\"nodeType\":\"text\",\"value\":\": Enterprise customers typically have higher expectations for service and support.\",\"marks\":\"$14aa\",\"data\":\"$14ab\"}\n14a1:[\"$14a2\",\"$14a5\",\"$14a9\"]\n149f:{\"nodeType\":\"paragraph\",\"data\":\"$14a0\",\"content\":\"$14a1\"}\n14ad:{}\n14b0:[]\n14b1:{}\n14af:{\"nodeType\":\"text\",\"value\":\"Imagine a large manufacturing company that relies on a software provider for its inventory management system. The software provider releases an update that inadvertently causes the system to crash, affecting the entire supply chain. This disruption halts production, delays shipments, and leads to significant financial losses.\",\"marks\":\"$14b0\",\"data\":\"$14b1\"}\n14ae:[\"$14af\"]\n14ac:{\"nodeType\":\"paragraph\",\"data\":\"$14ad\",\"content\":\"$14ae\"}\n14b3:{}\n14b6:[]\n14b7:{}\n14b5:{\"nodeType\":\"text\",\"value\":\"Resolving the issue requires coordination between the software provider's technical support, development teams, and the manufacturing company's IT department. 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At the very least, leaders should ensure: \",\"marks\":\"$14c2\",\"data\":\"$14c3\"}\n14c0:[\"$14c1\"]\n14be:{\"nodeType\":\"paragraph\",\"data\":\"$14bf\",\"content\":\"$14c0\"}\n14c5:{}\n14c8:[]\n14c9:{}\n14c7:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$14c8\",\"data\":\"$14c9\"}\n14cc:{\"type\":\"bold\"}\n14cb:[\"$14cc\"]\n14cd:{}\n14ca:{\"nodeType\":\"text\",\"value\":\"Proactive monitoring\",\"marks\":\"$14cb\",\"dat"])</script><script>self.__next_f.push([1,"a\":\"$14cd\"}\n14cf:[]\n14d0:{}\n14ce:{\"nodeType\":\"text\",\"value\":\": Use advanced tools to predict and alert teams about potential issues before they escalate, preventing disruptions and ensuring smooth operations.\",\"marks\":\"$14cf\",\"data\":\"$14d0\"}\n14c6:[\"$14c7\",\"$14ca\",\"$14ce\"]\n14c4:{\"nodeType\":\"paragraph\",\"data\":\"$14c5\",\"content\":\"$14c6\"}\n14d2:{}\n14d5:[]\n14d6:{}\n14d4:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$14d5\",\"data\":\"$14d6\"}\n14d9:{\"type\":\"bold\"}\n14d8:[\"$14d9\"]\n14da:{}\n14d7:{\"nodeType\":\"text\",\"value\":\"Customer feedback loops\",\"marks\":\"$14d8\",\"data\":\"$14da\"}\n14dc:[]\n14dd:{}\n14db:{\"nodeType\":\"text\",\"value\":\": Regularly gather feedback from enterprise customers to understand their pain points and expectations, using this information to improve products and services.\",\"marks\":\"$14dc\",\"data\":\"$14dd\"}\n14d3:[\"$14d4\",\"$14d7\",\"$14db\"]\n14d1:{\"nodeType\":\"paragraph\",\"data\":\"$14d2\",\"content\":\"$14d3\"}\n14df:{}\n14e2:[]\n14e3:{}\n14e1:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$14e2\",\"data\":\"$14e3\"}\n14e6:{\"type\":\"bold\"}\n14e5:[\"$14e6\"]\n14e7:{}\n14e4:{\"nodeType\":\"text\",\"value\":\"Cross-functional teams\",\"marks\":\"$14e5\",\"data\":\"$14e7\"}\n14e9:[]\n14ea:{}\n14e8:{\"nodeType\":\"text\",\"value\":\": Form teams from technical support, engineering, customer success, and communications to address complex issues quickly and holistically.\",\"marks\":\"$14e9\",\"data\":\"$14ea\"}\n14e0:[\"$14e1\",\"$14e4\",\"$14e8\"]\n14de:{\"nodeType\":\"paragraph\",\"data\":\"$14df\",\"content\":\"$14e0\"}\n14ec:{}\n14ef:[]\n14f0:{}\n14ee:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$14ef\",\"data\":\"$14f0\"}\n14f3:{\"type\":\"bold\"}\n14f2:[\"$14f3\"]\n14f4:{}\n14f1:{\"nodeType\":\"text\",\"value\":\"Scenario planning:\",\"marks\":\"$14f2\",\"data\":\"$14f4\"}\n14f6:[]\n14f7:{}\n14f5:{\"nodeType\":\"text\",\"value\":\" Conduct exercises to prepare for potential crises, ensuring teams are ready to act swiftly and effectively when real issues arise.\",\"marks\":\"$14f6\",\"data\":\"$14f7\"}\n14ed:[\"$14ee\",\"$14f1\",\"$14f5\"]\n14eb:{\"nodeType\":\"paragraph\",\"data\":\"$14ec\",\"content\":\"$14ed\"}\n14f9:{}\n14fc:[]\n14fd:{}\n14fb:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$14"])</script><script>self.__next_f.push([1,"fc\",\"data\":\"$14fd\"}\n1500:{\"type\":\"bold\"}\n14ff:[\"$1500\"]\n1501:{}\n14fe:{\"nodeType\":\"text\",\"value\":\"AI-powered support:\",\"marks\":\"$14ff\",\"data\":\"$1501\"}\n1503:[]\n1504:{}\n1502:{\"nodeType\":\"text\",\"value\":\" Enhance customer support with AI tools that analyze sentiment, predict issues, and provide real-time suggestions to improve interactions.\",\"marks\":\"$1503\",\"data\":\"$1504\"}\n14fa:[\"$14fb\",\"$14fe\",\"$1502\"]\n14f8:{\"nodeType\":\"paragraph\",\"data\":\"$14f9\",\"content\":\"$14fa\"}\n1509:{}\n150c:{}\n1510:{\"type\":\"bold\"}\n150f:[\"$1510\"]\n1511:{}\n150e:{\"nodeType\":\"text\",\"value\":\"Background\",\"marks\":\"$150f\",\"data\":\"$1511\"}\n1513:[]\n1514:{}\n1512:{\"nodeType\":\"text\",\"value\":\": Translink, a major public transport provider in Northern Ireland, serves over 1.5 million passengers weekly. They faced challenges in managing passenger feedback and ensuring timely responses across multiple social media channels.\",\"marks\":\"$1513\",\"data\":\"$1514\"}\n150d:[\"$150e\",\"$1512\"]\n150b:{\"nodeType\":\"paragraph\",\"data\":\"$150c\",\"content\":\"$150d\"}\n1516:{}\n1519:[]\n151a:{}\n1518:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$1519\",\"data\":\"$151a\"}\n1517:[\"$1518\"]\n1515:{\"nodeType\":\"paragraph\",\"data\":\"$1516\",\"content\":\"$1517\"}\n151c:{}\n1520:{\"type\":\"bold\"}\n151f:[\"$1520\"]\n1521:{}\n151e:{\"nodeType\":\"text\",\"value\":\"Action taken\",\"marks\":\"$151f\",\"data\":\"$1521\"}\n1523:[]\n1524:{}\n1522:{\"nodeType\":\"text\",\"value\":\": Translink implemented \",\"marks\":\"$1523\",\"data\":\"$1524\"}\n1526:{\"uri\":\"https://www.sprinklr.com/products/social-media-management/\"}\n1529:[]\n152a:{}\n1528:{\"nodeType\":\"text\",\"value\":\"Sprinklr’s unified social media management\",\"marks\":\"$1529\",\"data\":\"$152a\"}\n1527:[\"$1528\"]\n1525:{\"nodeType\":\"hyperlink\",\"data\":\"$1526\",\"content\":\"$1527\"}\n152c:[]\n152d:{}\n152b:{\"nodeType\":\"text\",\"value\":\" and customer support solutions, using Sprinklr Social Self-Serve to publish content, monitor sentiment, and gather insights. Sprinklr Service Self-Serve was used to respond to feedback and inquiries quickly with automated support features.\",\"marks\":\"$152c\",\"data\":\"$152d\"}\n151d:[\"$151e\",\"$1522\",\"$1525\",\"$152b"])</script><script>self.__next_f.push([1,"\"]\n151b:{\"nodeType\":\"paragraph\",\"data\":\"$151c\",\"content\":\"$151d\"}\n152f:{}\n1533:{\"type\":\"bold\"}\n1532:[\"$1533\"]\n1534:{}\n1531:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$1532\",\"data\":\"$1534\"}\n1530:[\"$1531\"]\n152e:{\"nodeType\":\"paragraph\",\"data\":\"$152f\",\"content\":\"$1530\"}\n1536:{}\n153a:{\"type\":\"bold\"}\n1539:[\"$153a\"]\n153b:{}\n1538:{\"nodeType\":\"text\",\"value\":\"Improvements implemented\",\"marks\":\"$1539\",\"data\":\"$153b\"}\n153d:[]\n153e:{}\n153c:{\"nodeType\":\"text\",\"value\":\": With \",\"marks\":\"$153d\",\"data\":\"$153e\"}\n1540:{\"uri\":\"https://www.sprinklr.com/products/consumer-intelligence/social-listening/\"}\n1543:[]\n1544:{}\n1542:{\"nodeType\":\"text\",\"value\":\"Sprinklr’s social listening\",\"marks\":\"$1543\",\"data\":\"$1544\"}\n1541:[\"$1542\"]\n153f:{\"nodeType\":\"hyperlink\",\"data\":\"$1540\",\"content\":\"$1541\"}\n1546:[]\n1547:{}\n1545:{\"nodeType\":\"text\",\"value\":\" and reporting capabilities, Translink could monitor sentiment in real time and create comprehensive reports to drive strategic decisions. They also leveraged AI-powered tools to provide faster, more consistent support.\",\"marks\":\"$1546\",\"data\":\"$1547\"}\n1537:[\"$1538\",\"$153c\",\"$153f\",\"$1545\"]\n1535:{\"nodeType\":\"paragraph\",\"data\":\"$1536\",\"content\":\"$1537\"}\n1549:{}\n154c:[]\n154d:{}\n154b:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$154c\",\"data\":\"$154d\"}\n154a:[\"$154b\"]\n1548:{\"nodeType\":\"paragraph\",\"data\":\"$1549\",\"content\":\"$154a\"}\n154f:{}\n1553:{\"type\":\"bold\"}\n1552:[\"$1553\"]\n1554:{}\n1551:{\"nodeType\":\"text\",\"value\":\"Results\",\"marks\":\"$1552\",\"data\":\"$1554\"}\n1556:[]\n1557:{}\n1555:{\"nodeType\":\"text\",\"value\":\": Translink achieved a 36% reduction in average case handling time and a 16% reduction in average first response time. The unified platform allowed them to manage eight brands across multiple social platforms efficiently, enhancing the overall passenger experience.\",\"marks\":\"$1556\",\"data\":\"$1557\"}\n1550:[\"$1551\",\"$1555\"]\n154e:{\"nodeType\":\"paragraph\",\"data\":\"$154f\",\"content\":\"$1550\"}\n155a:{\"contentType\":\"cta\",\"id\":\"6mU4zC1EosxZVijX7Q5fjC\",\"name\":\"Read the whole case study here\",\"type\":\"BUTTON\",\"eventName\":\"Read the whole "])</script><script>self.__next_f.push([1,"case study here\",\"variant\":\"primary\",\"text\":\"Read the whole case study here\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"/stories/translink/\",\"external\":true,\"alignment\":\"CENTER\",\"topMargin\":\"SMALL\",\"bottomMargin\":\"SMALL\",\"isOpenNewTab\":true}\n1559:{\"target\":\"$155a\"}\n155b:[]\n1558:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$1559\",\"content\":\"$155b\"}\n155d:{}\n1560:[]\n1561:{}\n155f:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$1560\",\"data\":\"$1561\"}\n155e:[\"$155f\"]\n155c:{\"nodeType\":\"paragraph\",\"data\":\"$155d\",\"content\":\"$155e\"}\n150a:[\"$150b\",\"$1515\",\"$151b\",\"$152e\",\"$1535\",\"$1548\",\"$154e\",\"$1558\",\"$155c\"]\n1508:{\"nodeType\":\"document\",\"data\":\"$1509\",\"content\":\"$150a\"}\n1507:{\"contentType\":\"boxContainer\",\"id\":\"2eN9DY14KBR0T7JwqYxoD\",\"title\":\"Translink’s journey to happier customers\",\"content\":\"$1508\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n1506:{\"target\":\"$1507\"}\n1562:[]\n1505:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$1506\",\"content\":\"$1562\"}\n1564:{}\n1568:{\"type\":\"bold\"}\n1567:[\"$1568\"]\n1569:{}\n1566:{\"nodeType\":\"text\",\"value\":\"18 creative ideas to handle an angry customer\",\"marks\":\"$1567\",\"data\":\"$1569\"}\n156b:[]\n156c:{}\n156a:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$156b\",\"data\":\"$156c\"}\n1565:[\"$1566\",\"$156a\"]\n1563:{\"nodeType\":\"heading-2\",\"data\":\"$1564\",\"content\":\"$1565\"}\n156e:{}\n1571:[]\n1572:{}\n1570:{\"nodeType\":\"text\",\"value\":\"First and foremost, businesses must recognize that customers typically reach out only when they encounter difficulties that remain unresolved despite using your other channels, such as the website or \",\"marks\":\"$1571\",\"data\":\"$1572\"}\n1574:{\"uri\":\"https://www.sprinklr.com/cxm/helpdesk-software/\"}\n1577:[]\n1578:{}\n1576:{\"nodeType\":\"text\",\"value\":\"helpdesk software\",\"marks\":\"$1577\",\"data\":\"$1578\"}\n1575:[\"$1576\"]\n1573:{\"nodeType\":\"hyperlink\",\"data\":\"$1574\",\"content\":\"$1575\"}\n157a:[]\n157b:{}\n1579:{\"nodeType\":\"text\",\"value\":\".\",\"marks\":\"$157a\",\"data\":\"$157b\"}\n156f:[\"$1570\",\"$1573\",\"$1579\"]\n156d:{\"nodeType\":\"paragraph\",\"data\":\"$156e\",\"content\":\"$156f\"}\n157d:{}\n1580:[]\n1581:{}\n157f:{\"nodeType\":\"text\",\"value\":\"Here are some pro"])</script><script>self.__next_f.push([1,"ven tips on what to do and what to avoid when handling such interactions:\",\"marks\":\"$1580\",\"data\":\"$1581\"}\n157e:[\"$157f\"]\n157c:{\"nodeType\":\"paragraph\",\"data\":\"$157d\",\"content\":\"$157e\"}\n1583:{}\n1587:{\"type\":\"bold\"}\n1586:[\"$1587\"]\n1588:{}\n1585:{\"nodeType\":\"text\",\"value\":\"1. Introduce yourself\",\"marks\":\"$1586\",\"data\":\"$1588\"}\n1584:[\"$1585\"]\n1582:{\"nodeType\":\"heading-3\",\"data\":\"$1583\",\"content\":\"$1584\"}\n158a:{}\n158d:[]\n158e:{}\n158c:{\"nodeType\":\"text\",\"value\":\" Begin by introducing yourself and your position in the company. This shows the customer that their issue is being taken seriously. Address the customer by name throughout the conversation.\",\"marks\":\"$158d\",\"data\":\"$158e\"}\n158b:[\"$158c\"]\n1589:{\"nodeType\":\"paragraph\",\"data\":\"$158a\",\"content\":\"$158b\"}\n1590:{}\n1594:{\"type\":\"bold\"}\n1593:[\"$1594\"]\n1595:{}\n1592:{\"nodeType\":\"text\",\"value\":\"2. Maintain your composure\",\"marks\":\"$1593\",\"data\":\"$1595\"}\n1591:[\"$1592\"]\n158f:{\"nodeType\":\"heading-3\",\"data\":\"$1590\",\"content\":\"$1591\"}\n1597:{}\n159a:[]\n159b:{}\n1599:{\"nodeType\":\"text\",\"value\":\" Stay calm, even when a customer blames you for poor service. Losing your cool can worsen the situation.\",\"marks\":\"$159a\",\"data\":\"$159b\"}\n1598:[\"$1599\"]\n1596:{\"nodeType\":\"paragraph\",\"data\":\"$1597\",\"content\":\"$1598\"}\n159d:{}\n15a1:{\"type\":\"bold\"}\n15a0:[\"$15a1\"]\n15a2:{}\n159f:{\"nodeType\":\"text\",\"value\":\"3. Listen carefully\",\"marks\":\"$15a0\",\"data\":\"$15a2\"}\n15a4:[]\n15a5:{}\n15a3:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$15a4\",\"data\":\"$15a5\"}\n159e:[\"$159f\",\"$15a3\"]\n159c:{\"nodeType\":\"heading-3\",\"data\":\"$159d\",\"content\":\"$159e\"}\n15a7:{}\n15aa:[]\n15ab:{}\n15a9:{\"nodeType\":\"text\",\"value\":\"Allow the customer to express their concerns, actively listening to understand the root cause of the issue.\",\"marks\":\"$15aa\",\"data\":\"$15ab\"}\n15a8:[\"$15a9\"]\n15a6:{\"nodeType\":\"paragraph\",\"data\":\"$15a7\",\"content\":\"$15a8\"}\n15ad:{}\n15b1:{\"type\":\"bold\"}\n15b0:[\"$15b1\"]\n15b2:{}\n15af:{\"nodeType\":\"text\",\"value\":\"4. Acknowledge and apologize\",\"marks\":\"$15b0\",\"data\":\"$15b2\"}\n15ae:[\"$15af\"]\n15ac:{\"nodeType\":\"heading-3\",\"data\":\"$15ad\","])</script><script>self.__next_f.push([1,"\"content\":\"$15ae\"}\n15b4:{}\n15b7:[]\n15b8:{}\n15b6:{\"nodeType\":\"text\",\"value\":\" Regardless of the complaint's validity, acknowledge the customer's situation and offer an apology. Take ownership of the issue to build trust and show commitment to resolution. \",\"marks\":\"$15b7\",\"data\":\"$15b8\"}\n15b5:[\"$15b6\"]\n15b3:{\"nodeType\":\"paragraph\",\"data\":\"$15b4\",\"content\":\"$15b5\"}\n15ba:{}\n15bd:[]\n15be:{}\n15bc:{\"nodeType\":\"text\",\"value\":\"As Tony Hsieh, the late CEO of Zappos, said, \\\"Customer service shouldn’t just be a department, it should be the entire company.\\\"\",\"marks\":\"$15bd\",\"data\":\"$15be\"}\n15bb:[\"$15bc\"]\n15b9:{\"nodeType\":\"paragraph\",\"data\":\"$15ba\",\"content\":\"$15bb\"}\n15c0:{}\n15c4:{\"type\":\"bold\"}\n15c3:[\"$15c4\"]\n15c5:{}\n15c2:{\"nodeType\":\"text\",\"value\":\"5. Be professional\",\"marks\":\"$15c3\",\"data\":\"$15c5\"}\n15c1:[\"$15c2\"]\n15bf:{\"nodeType\":\"heading-3\",\"data\":\"$15c0\",\"content\":\"$15c1\"}\n15c7:{}\n15ca:[]\n15cb:{}\n15c9:{\"nodeType\":\"text\",\"value\":\" Respond professionally without matching the customer's abusive style. 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Identify the real issue\",\"marks\":\"$15e3\",\"data\":\"$15e5\"}\n15e1:[\"$15e2\"]\n15df:{\"nodeType\":"])</script><script>self.__next_f.push([1,"\"heading-3\",\"data\":\"$15e0\",\"content\":\"$15e1\"}\n15e7:{}\n15ea:[]\n15eb:{}\n15e9:{\"nodeType\":\"text\",\"value\":\" Train agents on effective communication, guiding them on phrases to use and avoid. Encourage asking the right questions to understand the root cause and resolve issues quickly.\",\"marks\":\"$15ea\",\"data\":\"$15eb\"}\n15e8:[\"$15e9\"]\n15e6:{\"nodeType\":\"paragraph\",\"data\":\"$15e7\",\"content\":\"$15e8\"}\n15ed:{}\n15f1:{\"type\":\"bold\"}\n15f0:[\"$15f1\"]\n15f2:{}\n15ef:{\"nodeType\":\"text\",\"value\":\"7. Summarize the problem\",\"marks\":\"$15f0\",\"data\":\"$15f2\"}\n15ee:[\"$15ef\"]\n15ec:{\"nodeType\":\"heading-3\",\"data\":\"$15ed\",\"content\":\"$15ee\"}\n15f4:{}\n15f7:[]\n15f8:{}\n15f6:{\"nodeType\":\"text\",\"value\":\" After listening to the customer's concerns, summarize and reiterate the issues to ensure both parties are aligned on the concerns.\",\"marks\":\"$15f7\",\"data\":\"$15f8\"}\n15f5:[\"$15f6\"]\n15f3:{\"nodeType\":\"paragraph\",\"data\":\"$15f4\",\"content\":\"$15f5\"}\n15fe:{\"width\":1429,\"height\":932}\n15fd:{\"size\":275294,\"image\":\"$15fe\"}\n15fc:{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1SVMGRZeywasiwCpUnVwJq/2dbdd6a8fc9a7c1d03a5ec35a07bdcdf/image002.png\",\"details\":\"$15fd\",\"fileName\":\"image002.png\",\"contentType\":\"image/png\"}\n15fb:{\"id\":\"1SVMGRZeywasiwCpUnVwJq\",\"title\":\"After-call work in a call center\",\"description\":\"\",\"file\":\"$15fc\"}\n15fa:{\"target\":\"$15fb\"}\n15ff:[]\n15f9:{\"nodeType\":\"embedded-asset-block\",\"data\":\"$15fa\",\"content\":\"$15ff\"}\n1601:{}\n1604:[]\n1605:{}\n1603:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$1604\",\"data\":\"$1605\"}\n1602:[\"$1603\"]\n1600:{\"nodeType\":\"paragraph\",\"data\":\"$1601\",\"content\":\"$1602\"}\n160a:{}\n160d:{}\n1610:{}\n1611:[]\n160f:{\"data\":\"$1610\",\"marks\":\"$1611\",\"value\":\"\",\"nodeType\":\"text\"}\n1613:{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"}\n1616:{}\n1617:[]\n1615:{\"data\":\"$1616\",\"marks\":\"$1617\",\"value\":\"Sprinklr AI+\",\"nodeType\":\"text\"}\n1614:[\"$1615\"]\n1612:{\"data\":\"$1613\",\"content\":\"$1614\",\"nodeType\":\"hyperlink\"}\n1619:{}\n161a:[]\n1618:{\"data\":\"$1619\",\"marks\":\"$161a\",\"value\":\", integrated with GenAI models, automates case summarization and disposition, reducing "])</script><script>self.__next_f.push([1,"the administrative burden on agents and improving customer service quality.\",\"nodeType\":\"text\"}\n160e:[\"$160f\",\"$1612\",\"$1618\"]\n160c:{\"data\":\"$160d\",\"content\":\"$160e\",\"nodeType\":\"paragraph\"}\n160b:[\"$160c\"]\n1609:{\"data\":\"$160a\",\"content\":\"$160b\",\"nodeType\":\"document\"}\n1608:{\"contentType\":\"boxContainer\",\"id\":\"3XZuEPIzmgeFH7FryRdr40\",\"title\":\"💡Pro Tip:\",\"content\":\"$1609\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n1607:{\"target\":\"$1608\"}\n161b:[]\n1606:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$1607\",\"content\":\"$161b\"}\n161d:{}\n1621:{\"type\":\"bold\"}\n1620:[\"$1621\"]\n1622:{}\n161f:{\"nodeType\":\"text\",\"value\":\"8. Employ historical data\",\"marks\":\"$1620\",\"data\":\"$1622\"}\n1624:[]\n1625:{}\n1623:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$1624\",\"data\":\"$1625\"}\n161e:[\"$161f\",\"$1623\"]\n161c:{\"nodeType\":\"heading-3\",\"data\":\"$161d\",\"content\":\"$161e\"}\n1627:{}\n162a:[]\n162b:{}\n1629:{\"nodeType\":\"text\",\"value\":\"Use historical data from the \",\"marks\":\"$162a\",\"data\":\"$162b\"}\n162d:{\"uri\":\"https://www.sprinklr.com/cxm/contact-center-crm/\"}\n1630:[]\n1631:{}\n162f:{\"nodeType\":\"text\",\"value\":\"contact center CRM\",\"marks\":\"$1630\",\"data\":\"$1631\"}\n162e:[\"$162f\"]\n162c:{\"nodeType\":\"hyperlink\",\"data\":\"$162d\",\"content\":\"$162e\"}\n1633:[]\n1634:{}\n1632:{\"nodeType\":\"text\",\"value\":\" to understand the situation and provide informed suggestions.\",\"marks\":\"$1633\",\"data\":\"$1634\"}\n1628:[\"$1629\",\"$162c\",\"$1632\"]\n1626:{\"nodeType\":\"paragraph\",\"data\":\"$1627\",\"content\":\"$1628\"}\n1639:{}\n163c:{}\n163f:[]\n1640:{}\n163e:{\"nodeType\":\"text\",\"value\":\"Modern \",\"marks\":\"$163f\",\"data\":\"$1640\"}\n1642:{\"uri\":\"https://www.sprinklr.com/products/customer-service/agent-assist/\"}\n1646:{\"type\":\"bold\"}\n1645:[\"$1646\"]\n1647:{}\n1644:{\"nodeType\":\"text\",\"value\":\"agent assist software\",\"marks\":\"$1645\",\"data\":\"$1647\"}\n1643:[\"$1644\"]\n1641:{\"nodeType\":\"hyperlink\",\"data\":\"$1642\",\"content\":\"$1643\"}\n1649:[]\n164a:{}\n1648:{\"nodeType\":\"text\",\"value\":\" recommends similar past cases right on the call, surfacing relevant knowledge base articles and guided workflows for seamless resolution. The AI-powered assistance le"])</script><script>self.__next_f.push([1,"ads to an increased first call resolution rate, significantly boosting agent productivity.\",\"marks\":\"$1649\",\"data\":\"$164a\"}\n163d:[\"$163e\",\"$1641\",\"$1648\"]\n163b:{\"nodeType\":\"paragraph\",\"data\":\"$163c\",\"content\":\"$163d\"}\n163a:[\"$163b\"]\n1638:{\"nodeType\":\"document\",\"data\":\"$1639\",\"content\":\"$163a\"}\n1637:{\"contentType\":\"boxContainer\",\"id\":\"4bwFK6jIkeeXQhcpgDQTOV\",\"title\":\"Good to know:\",\"content\":\"$1638\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n1636:{\"target\":\"$1637\"}\n164b:[]\n1635:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$1636\",\"content\":\"$164b\"}\n164d:{}\n1651:{\"type\":\"bold\"}\n1650:[\"$1651\"]\n1652:{}\n164f:{\"nodeType\":\"text\",\"value\":\"9. Identify the plan of action\",\"marks\":\"$1650\",\"data\":\"$1652\"}\n1654:[]\n1655:{}\n1653:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$1654\",\"data\":\"$1655\"}\n164e:[\"$164f\",\"$1653\"]\n164c:{\"nodeType\":\"heading-3\",\"data\":\"$164d\",\"content\":\"$164e\"}\n1657:{}\n165a:[]\n165b:{}\n1659:{\"nodeType\":\"text\",\"value\":\"Establish an action plan and communicate a clear timeline for resolution. Prioritize issues for premium customers or those at risk of churning.\",\"marks\":\"$165a\",\"data\":\"$165b\"}\n1658:[\"$1659\"]\n1656:{\"nodeType\":\"paragraph\",\"data\":\"$1657\",\"content\":\"$1658\"}\n165d:{}\n1661:{\"type\":\"bold\"}\n1660:[\"$1661\"]\n1662:{}\n165f:{\"nodeType\":\"text\",\"value\":\"10. Develop critical thinking\",\"marks\":\"$1660\",\"data\":\"$1662\"}\n1664:[]\n1665:{}\n1663:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$1664\",\"data\":\"$1665\"}\n165e:[\"$165f\",\"$1663\"]\n165c:{\"nodeType\":\"heading-3\",\"data\":\"$165d\",\"content\":\"$165e\"}\n1667:{}\n166a:[]\n166b:{}\n1669:{\"nodeType\":\"text\",\"value\":\"Consider temporary solutions like extending service until payment is secured or issuing prompt refunds to address immediate issues.\",\"marks\":\"$166a\",\"data\":\"$166b\"}\n1668:[\"$1669\"]\n1666:{\"nodeType\":\"paragraph\",\"data\":\"$1667\",\"content\":\"$1668\"}\n166d:{}\n1671:{\"type\":\"bold\"}\n1670:[\"$1671\"]\n1672:{}\n166f:{\"nodeType\":\"text\",\"value\":\"11. Shift to another channel (if necessary)\",\"marks\":\"$1670\",\"data\":\"$1672\"}\n1674:[]\n1675:{}\n1673:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$1674\",\"data\":\"$1675\"}\n16"])</script><script>self.__next_f.push([1,"6e:[\"$166f\",\"$1673\"]\n166c:{\"nodeType\":\"heading-3\",\"data\":\"$166d\",\"content\":\"$166e\"}\n1677:{}\n167a:[]\n167b:{}\n1679:{\"nodeType\":\"text\",\"value\":\"Transition conversations to phone or other channels if it accelerates resolution. Ensure the customer's comfort and avoid forcing a shift.\",\"marks\":\"$167a\",\"data\":\"$167b\"}\n1678:[\"$1679\"]\n1676:{\"nodeType\":\"paragraph\",\"data\":\"$1677\",\"content\":\"$1678\"}\n1680:{}\n1683:{}\n1686:[]\n1687:{}\n1685:{\"nodeType\":\"text\",\"value\":\"When considering transitioning your conversation to another channel, leverage \",\"marks\":\"$1686\",\"data\":\"$1687\"}\n1689:{\"uri\":\"https://www.sprinklr.com/products/customer-service/omnichannel-routing/\"}\n168c:[]\n168d:{}\n168b:{\"nodeType\":\"text\",\"value\":\"omnichannel routing software\",\"marks\":\"$168c\",\"data\":\"$168d\"}\n168a:[\"$168b\"]\n1688:{\"nodeType\":\"hyperlink\",\"data\":\"$1689\",\"content\":\"$168a\"}\n168f:[]\n1690:{}\n168e:{\"nodeType\":\"text\",\"value\":\" for a seamless customer experience. \",\"marks\":\"$168f\",\"data\":\"$1690\"}\n1684:[\"$1685\",\"$1688\",\"$168e\"]\n1682:{\"nodeType\":\"paragraph\",\"data\":\"$1683\",\"content\":\"$1684\"}\n1692:{}\n1695:[]\n1696:{}\n1694:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$1695\",\"data\":\"$1696\"}\n1693:[\"$1694\"]\n1691:{\"nodeType\":\"paragraph\",\"data\":\"$1692\",\"content\":\"$1693\"}\n1698:{}\n169b:[]\n169c:{}\n169a:{\"nodeType\":\"text\",\"value\":\"Omnichannel routing ensures that your agents can access a unified view of customer interactions across various \",\"marks\":\"$169b\",\"data\":\"$169c\"}\n169e:{\"uri\":\"https://www.sprinklr.com/blog/customer-service-channels/\"}\n16a1:[]\n16a2:{}\n16a0:{\"nodeType\":\"text\",\"value\":\"customer service channels\",\"marks\":\"$16a1\",\"data\":\"$16a2\"}\n169f:[\"$16a0\"]\n169d:{\"nodeType\":\"hyperlink\",\"data\":\"$169e\",\"content\":\"$169f\"}\n16a4:[]\n16a5:{}\n16a3:{\"nodeType\":\"text\",\"value\":\". This not only facilitates a smooth transition but also enables continuity in customer engagement.\",\"marks\":\"$16a4\",\"data\":\"$16a5\"}\n1699:[\"$169a\",\"$169d\",\"$16a3\"]\n1697:{\"nodeType\":\"paragraph\",\"data\":\"$1698\",\"content\":\"$1699\"}\n16ab:{\"width\":1285,\"height\":703}\n16aa:{\"size\":196445,\"image\":\"$16ab\"}\n16a9:{\"url\":\"//"])</script><script>self.__next_f.push([1,"images.ctfassets.net/ukazlt65o6hl/5e44NLyGEwuQwZIIvCbuDP/3b4df99f80f81cb4f4e23ddb22954fc4/image003.jpg\",\"details\":\"$16aa\",\"fileName\":\"image003.jpg\",\"contentType\":\"image/jpeg\"}\n16a8:{\"id\":\"5e44NLyGEwuQwZIIvCbuDP\",\"title\":\"Unified Architecture for Omnichannel support with Sprinklr Service\",\"description\":\"\",\"file\":\"$16a9\"}\n16a7:{\"target\":\"$16a8\"}\n16ac:[]\n16a6:{\"nodeType\":\"embedded-asset-block\",\"data\":\"$16a7\",\"content\":\"$16ac\"}\n16ae:{}\n16b1:[]\n16b2:{}\n16b0:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$16b1\",\"data\":\"$16b2\"}\n16af:[\"$16b0\"]\n16ad:{\"nodeType\":\"paragraph\",\"data\":\"$16ae\",\"content\":\"$16af\"}\n1681:[\"$1682\",\"$1691\",\"$1697\",\"$16a6\",\"$16ad\"]\n167f:{\"nodeType\":\"document\",\"data\":\"$1680\",\"content\":\"$1681\"}\n167e:{\"contentType\":\"boxContainer\",\"id\":\"6jRWyAbXbhHRasqmMRhT8E\",\"title\":\"💡Pro Tip:\",\"content\":\"$167f\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n167d:{\"target\":\"$167e\"}\n16b3:[]\n167c:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$167d\",\"content\":\"$16b3\"}\n16b5:{}\n16b9:{\"type\":\"bold\"}\n16b8:[\"$16b9\"]\n16ba:{}\n16b7:{\"nodeType\":\"text\",\"value\":\"12. Avoid putting them on hold for too long\",\"marks\":\"$16b8\",\"data\":\"$16ba\"}\n16bc:[]\n16bd:{}\n16bb:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$16bc\",\"data\":\"$16bd\"}\n16b6:[\"$16b7\",\"$16bb\"]\n16b4:{\"nodeType\":\"heading-3\",\"data\":\"$16b5\",\"content\":\"$16b6\"}\n16bf:{}\n16c2:[]\n16c3:{}\n16c1:{\"nodeType\":\"text\",\"value\":\"Putting an already frustrated customer on hold can exacerbate the situation. Communicate politely if a hold is necessary for a swift resolution.\",\"marks\":\"$16c2\",\"data\":\"$16c3\"}\n16c0:[\"$16c1\"]\n16be:{\"nodeType\":\"paragraph\",\"data\":\"$16bf\",\"content\":\"$16c0\"}\n16c8:{}\n16cb:{}\n16ce:[]\n16cf:{}\n16cd:{\"nodeType\":\"text\",\"value\":\"A modern \",\"marks\":\"$16ce\",\"data\":\"$16cf\"}\n16d1:{\"uri\":\"https://www.sprinklr.com/products/customer-service/agent-console/\"}\n16d4:[]\n16d5:{}\n16d3:{\"nodeType\":\"text\",\"value\":\"unified agent console\",\"marks\":\"$16d4\",\"data\":\"$16d5\"}\n16d2:[\"$16d3\"]\n16d0:{\"nodeType\":\"hyperlink\",\"data\":\"$16d1\",\"content\":\"$16d2\"}\n16d7:[]\n16d8:{}\n16d6:{\"nodeType\":\"text\",\"value\":\", powered by AI, equips "])</script><script>self.__next_f.push([1,"your agents with real-time, relevant information and a comprehensive history of customer interactions across channels. \",\"marks\":\"$16d7\",\"data\":\"$16d8\"}\n16cc:[\"$16cd\",\"$16d0\",\"$16d6\"]\n16ca:{\"nodeType\":\"paragraph\",\"data\":\"$16cb\",\"content\":\"$16cc\"}\n16de:{\"width\":1284,\"height\":805}\n16dd:{\"size\":269746,\"image\":\"$16de\"}\n16dc:{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/14aASL7UxDg7beaxKCe4Li/10e98b96bdadc8c17c9ee11ffbc3891d/image004.jpg\",\"details\":\"$16dd\",\"fileName\":\"image004.jpg\",\"contentType\":\"image/jpeg\"}\n16db:{\"id\":\"14aASL7UxDg7beaxKCe4Li\",\"title\":\"Unified agent console with Sprinklr Service\",\"description\":\"\",\"file\":\"$16dc\"}\n16da:{\"target\":\"$16db\"}\n16df:[]\n16d9:{\"nodeType\":\"embedded-asset-block\",\"data\":\"$16da\",\"content\":\"$16df\"}\n16e1:{}\n16e4:[]\n16e5:{}\n16e3:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$16e4\",\"data\":\"$16e5\"}\n16e2:[\"$16e3\"]\n16e0:{\"nodeType\":\"paragraph\",\"data\":\"$16e1\",\"content\":\"$16e2\"}\n16c9:[\"$16ca\",\"$16d9\",\"$16e0\"]\n16c7:{\"nodeType\":\"document\",\"data\":\"$16c8\",\"content\":\"$16c9\"}\n16c6:{\"contentType\":\"boxContainer\",\"id\":\"3ESpt6cVQFj7HXdEvOt3xK\",\"title\":\"Good to know:\",\"content\":\"$16c7\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n16c5:{\"target\":\"$16c6\"}\n16e6:[]\n16c4:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$16c5\",\"content\":\"$16e6\"}\n16e8:{}\n16ec:{\"type\":\"bold\"}\n16eb:[\"$16ec\"]\n16ed:{}\n16ea:{\"nodeType\":\"text\",\"value\":\"13. Apprise your manager if needed\",\"marks\":\"$16eb\",\"data\":\"$16ed\"}\n16ef:[]\n16f0:{}\n16ee:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$16ef\",\"data\":\"$16f0\"}\n16e9:[\"$16ea\",\"$16ee\"]\n16e7:{\"nodeType\":\"heading-3\",\"data\":\"$16e8\",\"content\":\"$16e9\"}\n16f2:{}\n16f5:[]\n16f6:{}\n16f4:{\"nodeType\":\"text\",\"value\":\"Escalate the situation to a senior manager if necessary. While escalations may impact metrics like first call resolution (FCR) and average handle time (AHT), they show your company's commitment to customer sentiments.\",\"marks\":\"$16f5\",\"data\":\"$16f6\"}\n16f3:[\"$16f4\"]\n16f1:{\"nodeType\":\"paragraph\",\"data\":\"$16f2\",\"content\":\"$16f3\"}\n16f8:{}\n16fc:{\"type\":\"italic\"}\n16fd:{\"type\":\"bold\"}\n16fb:[\"$16fc\",\"$16fd\"]\n16fe:{}\n16f"])</script><script>self.__next_f.push([1,"a:{\"nodeType\":\"text\",\"value\":\"Deep Dive: \",\"marks\":\"$16fb\",\"data\":\"$16fe\"}\n1700:{\"uri\":\"https://www.sprinklr.com/cxm/escalation-management/\"}\n1704:{\"type\":\"italic\"}\n1705:{\"type\":\"bold\"}\n1703:[\"$1704\",\"$1705\"]\n1706:{}\n1702:{\"nodeType\":\"text\",\"value\":\"How to Do Escalation Management Effectively\",\"marks\":\"$1703\",\"data\":\"$1706\"}\n1701:[\"$1702\"]\n16ff:{\"nodeType\":\"hyperlink\",\"data\":\"$1700\",\"content\":\"$1701\"}\n1708:[]\n1709:{}\n1707:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$1708\",\"data\":\"$1709\"}\n16f9:[\"$16fa\",\"$16ff\",\"$1707\"]\n16f7:{\"nodeType\":\"paragraph\",\"data\":\"$16f8\",\"content\":\"$16f9\"}\n170b:{}\n170f:{\"type\":\"bold\"}\n170e:[\"$170f\"]\n1710:{}\n170d:{\"nodeType\":\"text\",\"value\":\"14. Know your limits\",\"marks\":\"$170e\",\"data\":\"$1710\"}\n1712:[]\n1713:{}\n1711:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$1712\",\"data\":\"$1713\"}\n170c:[\"$170d\",\"$1711\"]\n170a:{\"nodeType\":\"heading-3\",\"data\":\"$170b\",\"content\":\"$170c\"}\n1715:{}\n1718:[]\n1719:{}\n1717:{\"nodeType\":\"text\",\"value\":\"Avoid overpromising and underdelivering. Accommodate reasonable requests but stand firm against unfair demands.\",\"marks\":\"$1718\",\"data\":\"$1719\"}\n1716:[\"$1717\"]\n1714:{\"nodeType\":\"paragraph\",\"data\":\"$1715\",\"content\":\"$1716\"}\n171b:{}\n171f:{\"type\":\"bold\"}\n171e:[\"$171f\"]\n1720:{}\n171d:{\"nodeType\":\"text\",\"value\":\"15. Know when to end the conversation\",\"marks\":\"$171e\",\"data\":\"$1720\"}\n171c:[\"$171d\"]\n171a:{\"nodeType\":\"heading-3\",\"data\":\"$171b\",\"content\":\"$171c\"}\n1722:{}\n1725:[]\n1726:{}\n1724:{\"nodeType\":\"text\",\"value\":\" If a customer becomes too abusive or threatening, consider ending the conversation. \",\"marks\":\"$1725\",\"data\":\"$1726\"}\n1728:{\"uri\":\"https://www.sprinklr.com/blog/contact-center-compliance/\"}\n172b:[]\n172c:{}\n172a:{\"nodeType\":\"text\",\"value\":\"Contact center compliance\",\"marks\":\"$172b\",\"data\":\"$172c\"}\n1729:[\"$172a\"]\n1727:{\"nodeType\":\"hyperlink\",\"data\":\"$1728\",\"content\":\"$1729\"}\n172e:[]\n172f:{}\n172d:{\"nodeType\":\"text\",\"value\":\" and call recording provide guidelines and legal safeguards for handling such interactions.\",\"marks\":\"$172e\",\"data\":\"$172f\"}\n1723:[\"$1724\",\"$1727\",\"$172d\"]\n172"])</script><script>self.__next_f.push([1,"1:{\"nodeType\":\"paragraph\",\"data\":\"$1722\",\"content\":\"$1723\"}\n1734:{}\n1737:{}\n173a:[]\n173b:{}\n1739:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$173a\",\"data\":\"$173b\"}\n173d:{\"uri\":\"https://www.sprinklr.com/products/platform/ai/\"}\n1740:[]\n1741:{}\n173f:{\"nodeType\":\"text\",\"value\":\"Sprinklr AI\",\"marks\":\"$1740\",\"data\":\"$1741\"}\n173e:[\"$173f\"]\n173c:{\"nodeType\":\"hyperlink\",\"data\":\"$173d\",\"content\":\"$173e\"}\n1743:[]\n1744:{}\n1742:{\"nodeType\":\"text\",\"value\":\" offers smart response compliance, ensuring each brand response aligns with established standards. Agents can provide feedback on compliance checks to enhance accuracy.\",\"marks\":\"$1743\",\"data\":\"$1744\"}\n1738:[\"$1739\",\"$173c\",\"$1742\"]\n1736:{\"nodeType\":\"paragraph\",\"data\":\"$1737\",\"content\":\"$1738\"}\n1735:[\"$1736\"]\n1733:{\"nodeType\":\"document\",\"data\":\"$1734\",\"content\":\"$1735\"}\n1732:{\"contentType\":\"boxContainer\",\"id\":\"3Mw9LKlEefWvJt81rIK1ur\",\"title\":\"AI Advantage:\",\"content\":\"$1733\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n1731:{\"target\":\"$1732\"}\n1745:[]\n1730:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$1731\",\"content\":\"$1745\"}\n1747:{}\n174b:{\"type\":\"bold\"}\n174a:[\"$174b\"]\n174c:{}\n1749:{\"nodeType\":\"text\",\"value\":\"16. Take some time out\",\"marks\":\"$174a\",\"data\":\"$174c\"}\n174e:[]\n174f:{}\n174d:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$174e\",\"data\":\"$174f\"}\n1748:[\"$1749\",\"$174d\"]\n1746:{\"nodeType\":\"heading-3\",\"data\":\"$1747\",\"content\":\"$1748\"}\n1751:{}\n1754:[]\n1755:{}\n1753:{\"nodeType\":\"text\",\"value\":\"Recognize the emotional toll on agents dealing with angry customers. Allow them time between interactions to prevent \",\"marks\":\"$1754\",\"data\":\"$1755\"}\n1757:{\"uri\":\"https://www.sprinklr.com/blog/call-center-burnout/\"}\n175a:[]\n175b:{}\n1759:{\"nodeType\":\"text\",\"value\":\"call center burnout\",\"marks\":\"$175a\",\"data\":\"$175b\"}\n1758:[\"$1759\"]\n1756:{\"nodeType\":\"hyperlink\",\"data\":\"$1757\",\"content\":\"$1758\"}\n175d:[]\n175e:{}\n175c:{\"nodeType\":\"text\",\"value\":\" and foster a healthy environment.\",\"marks\":\"$175d\",\"data\":\"$175e\"}\n1752:[\"$1753\",\"$1756\",\"$175c\"]\n1750:{\"nodeType\":\"paragraph\",\"data\":\"$1751\",\"content\":\"$1752\"}\n176"])</script><script>self.__next_f.push([1,"0:{}\n1764:{\"type\":\"bold\"}\n1763:[\"$1764\"]\n1765:{}\n1762:{\"nodeType\":\"text\",\"value\":\"17. Follow up\",\"marks\":\"$1763\",\"data\":\"$1765\"}\n1767:[]\n1768:{}\n1766:{\"nodeType\":\"text\",\"value\":\" \",\"marks\":\"$1767\",\"data\":\"$1768\"}\n1761:[\"$1762\",\"$1766\"]\n175f:{\"nodeType\":\"heading-3\",\"data\":\"$1760\",\"content\":\"$1761\"}\n176a:{}\n176d:[]\n176e:{}\n176c:{\"nodeType\":\"text\",\"value\":\"After resolving the issue, follow up with the customer to ensure their satisfaction, showing ongoing commitment to their experience.\",\"marks\":\"$176d\",\"data\":\"$176e\"}\n176b:[\"$176c\"]\n1769:{\"nodeType\":\"paragraph\",\"data\":\"$176a\",\"content\":\"$176b\"}\n1770:{}\n1774:{\"type\":\"bold\"}\n1773:[\"$1774\"]\n1775:{}\n1772:{\"nodeType\":\"text\",\"value\":\"18. Deploy call center technology\",\"marks\":\"$1773\",\"data\":\"$1775\"}\n1771:[\"$1772\"]\n176f:{\"nodeType\":\"heading-3\",\"data\":\"$1770\",\"content\":\"$1771\"}\n1777:{}\n177a:[]\n177b:{}\n1779:{\"nodeType\":\"text\",\"value\":\"Utilize \",\"marks\":\"$177a\",\"data\":\"$177b\"}\n177d:{\"uri\":\"https://www.sprinklr.com/cxm/call-center-technology/\"}\n1780:[]\n1781:{}\n177f:{\"nodeType\":\"text\",\"value\":\"call center technology\",\"marks\":\"$1780\",\"data\":\"$1781\"}\n177e:[\"$177f\"]\n177c:{\"nodeType\":\"hyperlink\",\"data\":\"$177d\",\"content\":\"$177e\"}\n1783:[]\n1784:{}\n1782:{\"nodeType\":\"text\",\"value\":\" and \",\"marks\":\"$1783\",\"data\":\"$1784\"}\n1786:{\"uri\":\"https://www.sprinklr.com/cxm/contact-center-ai/\"}\n1789:[]\n178a:{}\n1788:{\"nodeType\":\"text\",\"value\":\"contact center AI\",\"marks\":\"$1789\",\"data\":\"$178a\"}\n1787:[\"$1788\"]\n1785:{\"nodeType\":\"hyperlink\",\"data\":\"$1786\",\"content\":\"$1787\"}\n178c:[]\n178d:{}\n178b:{\"nodeType\":\"text\",\"value\":\" to streamline issue resolution and elevate the overall customer experience. Chatbots and virtual agents can respond immediately to common customer queries, expediting issue resolution. \",\"marks\":\"$178c\",\"data\":\"$178d\"}\n1778:[\"$1779\",\"$177c\",\"$1782\",\"$1785\",\"$178b\"]\n1776:{\"nodeType\":\"paragraph\",\"data\":\"$1777\",\"content\":\"$1778\"}\n1792:{}\n1795:{}\n1798:[]\n1799:{}\n1797:{\"nodeType\":\"text\",\"value\":\"GenAI-enriched platforms like Sprinklr AI+ provide humanized automated responses, ensuring emp"])</script><script>self.__next_f.push([1,"athetic and effective customer engagement.\",\"marks\":\"$1798\",\"data\":\"$1799\"}\n1796:[\"$1797\"]\n1794:{\"nodeType\":\"paragraph\",\"data\":\"$1795\",\"content\":\"$1796\"}\n179b:{}\n179e:[]\n179f:{}\n179d:{\"nodeType\":\"text\",\"value\":\"Learn more about \",\"marks\":\"$179e\",\"data\":\"$179f\"}\n17a1:{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"}\n17a5:{\"type\":\"bold\"}\n17a4:[\"$17a5\"]\n17a6:{}\n17a3:{\"nodeType\":\"text\",\"value\":\"Sprinklr AI+\",\"marks\":\"$17a4\",\"data\":\"$17a6\"}\n17a2:[\"$17a3\"]\n17a0:{\"nodeType\":\"hyperlink\",\"data\":\"$17a1\",\"content\":\"$17a2\"}\n17a8:[]\n17a9:{}\n17a7:{\"nodeType\":\"text\",\"value\":\"\",\"marks\":\"$17a8\",\"data\":\"$17a9\"}\n179c:[\"$179d\",\"$17a0\",\"$17a7\"]\n179a:{\"nodeType\":\"paragraph\",\"data\":\"$179b\",\"content\":\"$179c\"}\n1793:[\"$1794\",\"$179a\"]\n1791:{\"nodeType\":\"document\",\"data\":\"$1792\",\"content\":\"$1793\"}\n1790:{\"contentType\":\"boxContainer\",\"id\":\"24tiGxqZyF5w6p1sM6W7mE\",\"title\":\"Automated responses – but with a human touch: \",\"content\":\"$1791\",\"padding\":\"SMALL\",\"background\":\"LIGHT\"}\n178f:{\"target\":\"$1790\"}\n17aa:[]\n178e:{\"nodeType\":\"embedded-entry-block\",\"data\":\"$178f\",\"content\":\"$17aa\"}\n17ac:{}\n17af:[]\n17b0:{}\n17ae:{\"nodeType\":\"text\",\"value\":\"Why is it important to have a playbook to address angry customers?\",\"marks\":\"$17af\",\"data\":\"$17b0\"}\n17ad:[\"$17ae\"]\n17ab:{\"nodeType\":\"heading-3\",\"data\":\"$17ac\",\"content\":\"$17ad\"}\n17b2:{}\n17b5:[]\n17b6:{}\n17b4:{\"nodeType\":\"text\",\"value\":\"Understanding and addressing the concerns of upset customers is crucial for several reasons:\",\"marks\":\"$17b5\",\"data\":\"$17b6\"}\n17b3:[\"$17b4\"]\n17b1:{\"nodeType\":\"paragraph\",\"data\":\"$17b2\",\"content\":\"$17b3\"}\n17b8:{}\n17bb:[]\n17bc:{}\n17ba:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$17bb\",\"data\":\"$17bc\"}\n17bf:{\"type\":\"bold\"}\n17be:[\"$17bf\"]\n17c0:{}\n17bd:{\"nodeType\":\"text\",\"value\":\"To prepare your agents: \",\"marks\":\"$17be\",\"data\":\"$17c0\"}\n17c2:[]\n17c3:{}\n17c1:{\"nodeType\":\"text\",\"value\":\"Having a step-by-step manual on the processes, policies and scripts agents can use when dealing with angry or dissatisfied customers allows quicker, more effective solutions.\",\"marks\":\"$17c2\",\"d"])</script><script>self.__next_f.push([1,"ata\":\"$17c3\"}\n17b9:[\"$17ba\",\"$17bd\",\"$17c1\"]\n17b7:{\"nodeType\":\"paragraph\",\"data\":\"$17b8\",\"content\":\"$17b9\"}\n17c5:{}\n17c8:[]\n17c9:{}\n17c7:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$17c8\",\"data\":\"$17c9\"}\n17cc:{\"type\":\"bold\"}\n17cb:[\"$17cc\"]\n17cd:{}\n17ca:{\"nodeType\":\"text\",\"value\":\"To allay revenge seekers\",\"marks\":\"$17cb\",\"data\":\"$17cd\"}\n17cf:[]\n17d0:{}\n17ce:{\"nodeType\":\"text\",\"value\":\": A study found that 74% of customers face troubles with products or services, and 9% are keen on settling scores with the company. Addressing their concerns can prevent negative actions.\",\"marks\":\"$17cf\",\"data\":\"$17d0\"}\n17c6:[\"$17c7\",\"$17ca\",\"$17ce\"]\n17c4:{\"nodeType\":\"paragraph\",\"data\":\"$17c5\",\"content\":\"$17c6\"}\n17d2:{}\n17d5:[]\n17d6:{}\n17d4:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$17d5\",\"data\":\"$17d6\"}\n17d9:{\"type\":\"bold\"}\n17d8:[\"$17d9\"]\n17da:{}\n17d7:{\"nodeType\":\"text\",\"value\":\"To retain the customer\",\"marks\":\"$17d8\",\"data\":\"$17da\"}\n17dc:[]\n17dd:{}\n17db:{\"nodeType\":\"text\",\"value\":\": \",\"marks\":\"$17dc\",\"data\":\"$17dd\"}\n17df:{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"}\n17e2:[]\n17e3:{}\n17e1:{\"nodeType\":\"text\",\"value\":\"Customer retention\",\"marks\":\"$17e2\",\"data\":\"$17e3\"}\n17e0:[\"$17e1\"]\n17de:{\"nodeType\":\"hyperlink\",\"data\":\"$17df\",\"content\":\"$17e0\"}\n17e5:[]\n17e6:{}\n17e4:{\"nodeType\":\"text\",\"value\":\" is cheaper than acquiring new ones. Satisfied customers are more likely to become \",\"marks\":\"$17e5\",\"data\":\"$17e6\"}\n17e8:{\"uri\":\"https://www.sprinklr.com/blog/brand-advocates/\"}\n17eb:[]\n17ec:{}\n17ea:{\"nodeType\":\"text\",\"value\":\"brand advocates\",\"marks\":\"$17eb\",\"data\":\"$17ec\"}\n17e9:[\"$17ea\"]\n17e7:{\"nodeType\":\"hyperlink\",\"data\":\"$17e8\",\"content\":\"$17e9\"}\n17ee:[]\n17ef:{}\n17ed:{\"nodeType\":\"text\",\"value\":\".\",\"marks\":\"$17ee\",\"data\":\"$17ef\"}\n17d3:[\"$17d4\",\"$17d7\",\"$17db\",\"$17de\",\"$17e4\",\"$17e7\",\"$17ed\"]\n17d1:{\"nodeType\":\"paragraph\",\"data\":\"$17d2\",\"content\":\"$17d3\"}\n17f1:{}\n17f4:[]\n17f5:{}\n17f3:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$17f4\",\"data\":\"$17f5\"}\n17f8:{\"type\":\"bold\"}\n17f7:[\"$17f8\"]\n17f9:{}\n17f6:{\"nodeType\":\"text\",\"value\":\"To avoi"])</script><script>self.__next_f.push([1,"d negative word of mouth\",\"marks\":\"$17f7\",\"data\":\"$17f9\"}\n17fb:[]\n17fc:{}\n17fa:{\"nodeType\":\"text\",\"value\":\": Unhappy customers are more likely to share negative experiences. Resolving their issues can prevent them from badmouthing your brand and help maintain a positive image.\",\"marks\":\"$17fb\",\"data\":\"$17fc\"}\n17f2:[\"$17f3\",\"$17f6\",\"$17fa\"]\n17f0:{\"nodeType\":\"paragraph\",\"data\":\"$17f1\",\"content\":\"$17f2\"}\n1802:{\"width\":1920,\"height\":1260}\n1801:{\"size\":130719,\"image\":\"$1802\"}\n1800:{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2cgW4p6xuOD0wZwsYf1G4q/f51976525eaf8fedf06bfb9c8b780bb8/image005.jpg\",\"details\":\"$1801\",\"fileName\":\"image005.jpg\",\"contentType\":\"image/jpeg\"}\n17ff:{\"id\":\"2cgW4p6xuOD0wZwsYf1G4q\",\"title\":\"Intent and sentiment analysis with Sprinklr Quality Management Software\",\"description\":\"\",\"file\":\"$1800\"}\n17fe:{\"target\":\"$17ff\"}\n1803:[]\n17fd:{\"nodeType\":\"embedded-asset-block\",\"data\":\"$17fe\",\"content\":\"$1803\"}\n1805:{}\n1808:[]\n1809:{}\n1807:{\"nodeType\":\"text\",\"value\":\"By understanding the unique challenges faced by enterprise customers and implementing strategic solutions, C-suite leaders can ensure high-quality service, minimize disruptions, and build lasting relationships with their clients.\",\"marks\":\"$1808\",\"data\":\"$1809\"}\n1806:[\"$1807\"]\n1804:{\"nodeType\":\"paragraph\",\"data\":\"$1805\",\"content\":\"$1806\"}\n180b:{}\n180f:{\"type\":\"bold\"}\n180e:[\"$180f\"]\n1810:{}\n180d:{\"nodeType\":\"text\",\"value\":\"Why you should keep your customer updated throughout the resolution process\",\"marks\":\"$180e\",\"data\":\"$1810\"}\n180c:[\"$180d\"]\n180a:{\"nodeType\":\"heading-4\",\"data\":\"$180b\",\"content\":\"$180c\"}\n1812:{}\n1815:[]\n1816:{}\n1814:{\"nodeType\":\"text\",\"value\":\"Clear communication is essential in maintaining customer satisfaction, especially for enterprise customers who often deal with complex issues. Keeping customers informed throughout the resolution process is crucial for several reasons: it helps restore trust by providing regular updates on progress, next steps, and timelines, demonstrating transparency and commitment to resolving the issue. \",\""])</script><script>self.__next_f.push([1,"marks\":\"$1815\",\"data\":\"$1816\"}\n1813:[\"$1814\"]\n1811:{\"nodeType\":\"paragraph\",\"data\":\"$1812\",\"content\":\"$1813\"}\n1818:{}\n181b:[]\n181c:{}\n181a:{\"nodeType\":\"text\",\"value\":\"This approach not only addresses the immediate issue but also fosters a positive, long-term relationship with the customer.\",\"marks\":\"$181b\",\"data\":\"$181c\"}\n1819:[\"$181a\"]\n1817:{\"nodeType\":\"paragraph\",\"data\":\"$1818\",\"content\":\"$1819\"}\n181e:{}\n1821:[]\n1822:{}\n1820:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$1821\",\"data\":\"$1822\"}\n1825:{\"type\":\"bold\"}\n1824:[\"$1825\"]\n1826:{}\n1823:{\"nodeType\":\"text\",\"value\":\"Restoring trust and demonstrating commitment\",\"marks\":\"$1824\",\"data\":\"$1826\"}\n1828:[]\n1829:{}\n1827:{\"nodeType\":\"text\",\"value\":\": When customers face issues, their trust in the business can be shaken. Regular updates on the progress, next steps, and timelines help rebuild this trust. \",\"marks\":\"$1828\",\"data\":\"$1829\"}\n181f:[\"$1820\",\"$1823\",\"$1827\"]\n181d:{\"nodeType\":\"paragraph\",\"data\":\"$181e\",\"content\":\"$181f\"}\n182b:{}\n182e:[]\n182f:{}\n182d:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$182e\",\"data\":\"$182f\"}\n1832:{\"type\":\"bold\"}\n1831:[\"$1832\"]\n1833:{}\n1830:{\"nodeType\":\"text\",\"value\":\"Reducing frustration and enhancing customer experience\",\"marks\":\"$1831\",\"data\":\"$1833\"}\n1835:[]\n1836:{}\n1834:{\"nodeType\":\"text\",\"value\":\": Uncertainty can lead to increased frustration. By keeping customers informed, businesses can alleviate some of this frustration. Knowing what to expect and when helps customers feel more in control and less anxious about the outcome. \",\"marks\":\"$1835\",\"data\":\"$1836\"}\n182c:[\"$182d\",\"$1830\",\"$1834\"]\n182a:{\"nodeType\":\"paragraph\",\"data\":\"$182b\",\"content\":\"$182c\"}\n1838:{}\n183b:[]\n183c:{}\n183a:{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":\"$183b\",\"data\":\"$183c\"}\n183f:{\"type\":\"bold\"}\n183e:[\"$183f\"]\n1840:{}\n183d:{\"nodeType\":\"text\",\"value\":\"Leveraging industry benchmarks and managing expectations\",\"marks\":\"$183e\",\"data\":\"$1840\"}\n1842:[]\n1843:{}\n1841:{\"nodeType\":\"text\",\"value\":\": According to a blog on \",\"marks\":\"$1842\",\"data\":\"$1843\"}\n1845:{\"uri\":\"https://ww"])</script><script>self.__next_f.push([1,"w.sprinklr.com/blog/call-center-kpi-benchmarks-by-industry/\"}\n1848:[]\n1849:{}\n1847:{\"nodeType\":\"text\",\"value\":\"call center KPI benchmarks by industry\",\"marks\":\"$1848\",\"data\":\"$1849\"}\n1846:[\"$1847\"]\n1844:{\"nodeType\":\"hyperlink\",\"data\":\"$1845\",\"content\":\"$1846\"}\n184b:[]\n184c:{}\n184a:{\"nodeType\":\"text\",\"value\":\", sectors such as retail, e-commerce, and technology emphasize the importance of clear communication. For instance, the average handle time (AHT) in retail is around 5.4 minutes, highlighting the need for efficient and transparent communication to keep customers satisfied. \",\"marks\":\"$184b\",\"data\":\"$184c\"}\n1839:[\"$183a\",\"$183d\",\"$1841\",\"$1844\",\"$184a\"]\n1837:{\"nodeType\":\"paragraph\",\"data\":\"$1838\",\"content\":\"$1839\"}\n184e:{}\n1852:{\"type\":\"bold\"}\n1851:[\"$1852\"]\n1853:{}\n1850:{\"nodeType\":\"text\",\"value\":\"Learn from experience – Prevent future issues\",\"marks\":\"$1851\",\"data\":\"$1853\"}\n184f:[\"$1850\"]\n184d:{\"nodeType\":\"heading-2\",\"data\":\"$184e\",\"content\":\"$184f\"}\n1855:{}\n1858:[]\n1859:{}\n1857:{\"nodeType\":\"text\",\"value\":\"Once a customer issue is resolved, it is essential for businesses to take proactive steps to prevent similar problems in the future. This involves working closely with customers to identify long-term solutions and leveraging their feedback to drive continuous improvement.\",\"marks\":\"$1858\",\"data\":\"$1859\"}\n1856:[\"$1857\"]\n1854:{\"nodeType\":\"paragraph\",\"data\":\"$1855\",\"content\":\"$1856\"}\n185b:{}\n185e:[]\n185f:{}\n185d:{\"nodeType\":\"text\",\"value\":\"Analyze customer feedback\",\"marks\":\"$185e\",\"data\":\"$185f\"}\n185c:[\"$185d\"]\n185a:{\"nodeType\":\"heading-3\",\"data\":\"$185b\",\"content\":\"$185c\"}\n1861:{}\n1864:[]\n1865:{}\n1863:{\"nodeType\":\"text\",\"value\":\"After resolving an issue, gather detailed feedback from the customer about their experience. Use customer surveys, follow-up calls, or feedback forms to collect this information. This feedback can provide valuable insights into the root causes of the problem and highlight areas for improvement.\",\"marks\":\"$1864\",\"data\":\"$1865\"}\n1862:[\"$1863\"]\n1860:{\"nodeType\":\"paragraph\",\"data\":\"$18"])</script><script>self.__next_f.push([1,"61\",\"content\":\"$1862\"}\n1867:{}\n186a:[]\n186b:{}\n1869:{\"nodeType\":\"text\",\"value\":\"Identify patterns\",\"marks\":\"$186a\",\"data\":\"$186b\"}\n1868:[\"$1869\"]\n1866:{\"nodeType\":\"heading-3\",\"data\":\"$1867\",\"content\":\"$1868\"}\n186d:{}\n1870:[]\n1871:{}\n186f:{\"nodeType\":\"text\",\"value\":\"Look for recurring themes in the feedback. Are multiple customers experiencing similar issues? Identifying these patterns can help pinpoint systemic problems. 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desktop-lg:text-desktop-large/body-3\",\"children\":\"$undefined\"}]]}]]}],\"prefetch\":false}]]}]]}]]}],[\"$\",\"div\",null,{\"className\":\"flex gap-[116px] desktop-lg:gap-[168px] mt-10 tablet-sm:mt-8 desktop-sm:mt-12\",\"children\":[[\"$\",\"div\",null,{\"className\":\"w-full desktop-sm:max-w-[548px] desktop-lg:max-w-[724px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-primarySpaceGrey space-y-4 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 prose-headings:mb-4 prose-headings:mt-8 tablet-sm:prose-headings:mt-10 prose-img:mt-8 tablet-sm:prose-img:mt-10 prose-a:underline prose-h2:text-mobile-sm/heading-5 tablet-sm:prose-h2:text-tablet-sm/heading-5 desktop-sm:prose-h2:text-tablet-sm/heading-3 desktop-lg:prose-h2:text-desktop-large/heading-4 prose-h3:text-mobile-sm/body-1-bold tablet-sm:prose-h3:text-tablet-sm/heading-6 desktop-sm:prose-h3:text-tablet-sm/heading-4 desktop-lg:prose-h3:text-desktop-large/heading-5 prose-h4:text-mobile-sm/body-2-bold tablet-sm:prose-h4:text-tablet-sm/heading-6 desktop-sm:prose-h4:text-tablet-sm/heading-5 desktop-lg:prose-h4:text-desktop-large/heading-5 prose-img:mx-auto\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Customer retention.\"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"It is what differentiates good brands and great brands. Think about it. Nike, Adidas, Apple, Zappos. These legendary brands are like customer magnets. Once an Apple customer, always an Apple customer. It’s as if these brands have demystified the secret suce of brand success – customer retention. \"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"But have you?\"]]}],[\"$\",\"p\",\"3\",{\"children\":[[false,\"If you are spending dollars on customer acquisition, and not spending enough on retaining your existing customers, unfortunately you’ve got it all wrong. Because no matter how great your products are or how well packaged your brand, there will always be someone who does it better.\"]]}],[\"$\",\"p\",\"4\",{\"children\":[[false,\"But if you’ve learned the strategies of customer retention, you need not lose sleep over competition or brand perception. Your customer will stay and be your mouthpiece and advocate. \"]]}],[\"$\",\"p\",\"5\",{\"children\":[[false,\"In this article, we will cover the basics of average customer retention, benchmarks for different mainstream industries and more. Let’s get started.\"]]}],[\"$\",\"$L156\",null,{\"contentType\":\"embedTableOfContents\",\"content\":{\"nodeType\":\"document\",\"content\":[{\"data\":{\"anchorId\":\"toc-0\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is customer retention?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"anchorId\":\"toc-1\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How customer retention rates are calculated across industries\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"anchorId\":\"toc-2\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer retention rates: A comparison across industries\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"anchorId\":\"toc-3\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Conclusion\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"}]}}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-0\",\"className\":\"relative -top-[200px]\"}],[[false,\"What is customer retention?\"]]]}],[\"$\",\"p\",\"8\",{\"children\":[[false,\"\"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-retention/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Customer retention\"]]}],[false,\" is the ability of a business to retain customers over a given period. It is a critical measure of your business's long-term success. \"]]}],[\"$\",\"p\",\"9\",{\"children\":[[false,\"Customer retention is typically expressed as a rate, computed over a period of one year. Let’s understand it better with an example.\"]]}],[\"$\",\"p\",\"10\",{\"children\":[[false,\"Say your variables are:\"]]}],[\"$\",\"p\",\"11\",{\"children\":[[false,\"A: Number of customers at the beginning of a specific period\"]]}],[\"$\",\"p\",\"12\",{\"children\":[[false,\"B: Number of customers at the end of the period\"]]}],[\"$\",\"p\",\"13\",{\"children\":[[false,\"C: Number of new customers at the end of the period\"]]}],[\"$\",\"p\",\"14\",{\"children\":[[false,\"Then, your average customer retention rate can be calculated by the formula:\"]]}],[\"$\",\"p\",\"15\",{\"children\":[[\"$\",\"i\",\"0\",{\"children\":[\"$\",\"strong\",null,{\"className\":\"font-bold\",\"children\":[false,\"Customer retention rate = (B-C)/A x 100\"]}]}]]}],[\"$\",\"p\",\"16\",{\"children\":[[false,\"However, customer retention is not as straightforward as it might seem. It is impacted by a number of direct and indirect factors, including:\"]]}],[\"$\",\"ul\",\"17\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Customer satisfaction:\"]}],[false,\" Customers who are happy with a company's products or services are more inclined to do business with them again. Businesses may improve \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-satisfaction/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer satisfaction\"]]}],[false,\" and raise retention rates by promptly responding to issues and customer complaints and providing quick resolutions.\"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Loyalty programs:\"]}],[false,\" Programs that reward customers for their recurring business and encourage them to stick with a certain brand are referred to as loyalty programs. Some examples of loyalty programs include discounts, special deals or point-based systems that customers can use to earn rewards.\"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Exceptional customer experience:\"]}],[false,\" Exceptional customer experience can have a significant impact on customer retention if it's delivered at every touchpoint, from pre-purchase contacts to post-purchase assistance. \"]]]}]]}],[\"$\",\"p\",\"18\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Also read: \"]}],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-experience-management/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"A detailed guide on customer experience management\"]]}],[false,\"\"]]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-1\",\"className\":\"relative -top-[200px]\"}],[[false,\"How customer retention rates are calculated across industries\"]]]}],[\"$\",\"p\",\"20\",{\"children\":[[false,\"Take a look at customer retention rate computation in some of the mainstream industries.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Retail\"]}]]]}],[\"$\",\"p\",\"22\",{\"children\":[[false,\"To determine customer retention rates, retail organizations often divide the total number of customers at the end of a given period by the total number of customers at the beginning of that period. Retention in retail hinges on parameters like:\"]]}],[\"$\",\"ul\",\"23\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Product diversity\"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Competitive prices\"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Customer service quality\"]]]}],[\"$\",\"li\",\"3\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Store ambience \"]]]}]]}],[\"$\",\"p\",\"24\",{\"children\":[[false,\"The retail business has a low retention rate compared to other mainstream industries. High levels of competitiveness and ease of exit are the root cause. In addition, customers in the retail sector are almost inundated with options. \"]]}],[\"$\",\"p\",\"25\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Want to be a Retail CX leader? \"]}],[false,\"Download our FREE \"],[\"$\",\"a\",null,{\"href\":\"/resources/retail-industry-digital-unified-cxm/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Retail CX Benchmarking report\"]]}],[false,\".\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Consumer packaged goods (CPG)\"]}]]]}],[\"$\",\"p\",\"27\",{\"children\":[[false,\"CPG businesses frequently monitor average customer retention rates by looking at recurrent buying patterns. They track the proportion of returning clients over a specific period. \"]]}],[\"$\",\"p\",\"28\",{\"children\":[[false,\"In this industry, keeping customers happy depends heavily on:\"]]}],[\"$\",\"ul\",\"29\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Product quality\"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Marketing strategies\"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Brand loyalty\"]]]}]]}],[\"$\",\"p\",\"30\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Is your Digital CX up to the mark?\"]}],[false,\" Check the \"],[\"$\",\"a\",null,{\"href\":\"/resources/food-industry-digital-unified-cxm-report/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"CPG benchmarks in this report\"]]}],[false,\".\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Technology\"]}]]]}],[\"$\",\"p\",\"32\",{\"children\":[[false,\"Customer retention rates in the technology sector are based on contract or subscription renewals or recurring income. Depending on the kind of technology being used, the industry average for client retention varies greatly. \"]]}],[\"$\",\"p\",\"33\",{\"children\":[[false,\"Customer retention in the technology sector is reliant on:\"]]}],[\"$\",\"ul\",\"34\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Product dependability\"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Regular upgrades\"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Customer support speed\"]]]}],[\"$\",\"li\",\"3\",{\"className\":\"m-0 p-0\",\"children\":[[[false,\"Competitive pricing \"]]]}]]}],[\"$\",\"p\",\"35\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"How does your CX stack up to the competition? \"]}],[\"$\",\"a\",null,{\"href\":\"/resources/tech-industry-digital-unified-cxm-report/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Check the benchmarks here\"]]}],[false,\".\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Banking and financial services\"]}]]]}],[\"$\",\"p\",\"37\",{\"children\":[[false,\"In the BFSI industry, customer retention rates are determined by the number of customers who remain with the same bank or financial institution over a given period. Personalized financial advice, accessible digital banking services, competitive interest rates and confidence in the institution's security procedures affect retention rates in the BFSI industry.\"]]}],[\"$\",\"p\",\"38\",{\"children\":[[false,\"Assess your compliance-centricity \"],[\"$\",\"a\",null,{\"href\":\"/resources/bfsi-wp/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"here\"]}]]}],[false,\".\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"E-commerce\"]}]]]}],[\"$\",\"p\",\"40\",{\"children\":[[false,\"Online retailers use data on \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-lifetime-value/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer lifetime value\"]]}],[false,\", repeat sales and website visits to calculate customer retention rates. Ease of use, tailored suggestions, quick delivery, easy returns and customer feedback affect the average customer retention rates in e-commerce.\"]]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-2\",\"className\":\"relative -top-[200px]\"}],[[false,\"Customer retention rates: A comparison across industries\"]]]}],[\"$\",\"p\",\"42\",{\"children\":[[false,\"Now that you understand how average customer retention rates are measured in various industries, it’s time to learn industry averages and take inspiration from retention champions.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"A. E-commerce\"]]]}],[\"$\",\"p\",\"44\",{\"children\":[[false,\"The market for online buying is continuously expanding, which makes it challenging for e-commerce companies to retain customers for long. \"]]}],[\"$\",\"p\",\"45\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Average retention rate:\"]}],[false,\" The average customer retention percentage in e-commerce is around 38%, meaning just three out of 10 customers stick with one single brand for more than one year.\"]]}],[\"$\",\"p\",\"46\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Top performers: \"]}],[false,\"Prada’s customer retention rates shoot through the roof, thanks to their prompt customer support on all digital channels – live chat, email and social – using a unified support solution. \"],[\"$\",\"$L155\",null,{\"href\":\"/stories/prada-group/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Read the full story here\"]],\"prefetch\":false}],[false,\".\"]]}],[\"$\",\"p\",\"47\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Tips:\"]}],[false,\" To delight customers into staying, leverage personalized product/content suggestions and loyalty programs designed for the online buying environment.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"B. Banking and financial services\"]]]}],[\"$\",\"p\",\"49\",{\"children\":[[false,\"Maintaining customers is essential for long-term success in the regulated world of banking and financial services. \"]]}],[\"$\",\"p\",\"50\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Average retention rate:\"]}],[false,\" The typical client retention rate in the BFSI is around 78% - one of the highest in the group we studied. \"]]}],[\"$\",\"p\",\"51\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Top performers:\"]}],[false,\" Wells Fargo exceeded industry retention benchmarks by providing individualized services, prompt communication and effective problem-solving help explain their success. \"],[\"$\",\"$L155\",null,{\"href\":\"/stories/wells-fargo/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Read the full story here\"]],\"prefetch\":false}],[false,\".\"]]}],[\"$\",\"p\",\"52\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Tips:\"]}],[false,\" Streamline your digital banking experiences, nurture lasting relationships with customers through tailored financial advice, streamline your customer onboarding procedures and deliver proactive communication to maximize your customer retention rate.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"C. Telecommunications\"]]]}],[\"$\",\"p\",\"54\",{\"children\":[[false,\"Long-term contracts and customer loyalty incentives have helped the telecommunication industry to retain a high customer base.\"]]}],[\"$\",\"p\",\"55\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Average customer retention rate:\"]}],[false,\" Telecommunications businesses often attain average customer retention rates of 78%. This demonstrates the industry's capacity to preserve a sizable consumer base despite intense competition.\"]]}],[\"$\",\"p\",\"56\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Top performers:\"]}],[false,\" In the telecommunications sector, the best performers have attained retention rates above 75%. \"]]}],[\"$\",\"p\",\"57\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Tips: \"]}],[false,\"Telecom firms should focus on giving quick customer service, offer enticing bundle packages and use data analytics to tailor communication. All this can help boost retention over time. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"D. Subscription-based services\"]]]}],[\"$\",\"p\",\"59\",{\"children\":[[false,\"In recent years, the sector for these services has experienced enormous expansion. \"]]}],[\"$\",\"p\",\"60\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Average retention rate:\"]}],[false,\" Retention rates for subscription-based services are generally 40%-45% on average. This demonstrates the effectiveness of business strategies in maintaining a substantial portion of its subscription base.\"]]}],[\"$\",\"p\",\"61\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Tips:\"]}],[false,\" Businesses can increase client retention even further by consistently providing value-added services, providing adaptable subscription alternatives and using tailored suggestions to ensure consumers are engaged and happy. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"E. Hospitality and travel\"]]]}],[\"$\",\"p\",\"63\",{\"children\":[[false,\"Customer retention is a key success factor in the changing world of hospitality and travel. \"]]}],[\"$\",\"p\",\"64\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Average retention rate:\"]}],[false,\" In the hospitality and travel sectors, the typical client retention percentage ranges around 55%. \"]]}],[\"$\",\"p\",\"65\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Top performers: \"]}],[false,\"Outstanding hospitality and travel businesses have retention rates as high as 50%. Excellent customer service, individualized advice, loyalty programs and enduring experiences are their areas of expertise.\"]]}],[\"$\",\"p\",\"66\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Tips: \"]}],[false,\"Prioritize developing unique visitor experiences, customizing guest interactions and offering loyalty programs with privileged access to benefits and prizes to further increase client retention.\"]]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-3\",\"className\":\"relative -top-[200px]\"}],[[false,\"Conclusion\"]]]}],[\"$\",\"p\",\"68\",{\"children\":[[false,\"Businesses looking to navigate the ever-evolving terrain of customer loyalty can consider benchmarking average customer retention rates by industry as a critical compass. They can build solid relationships with customers and spur long-term growth by putting effective strategies into practice. Retaining customers is an investment in the long-term profitability of your company.\"]]}],[\"$\",\"p\",\"69\",{\"children\":[[false,\"In your journey to foster client retention, \"],[\"$\",\"$L155\",null,{\"href\":\"/products/customer-service/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"Sprinklr Service\"]],\"prefetch\":false}],[false,\" can partner with you by uncovering insightful customer data to personalize offerings and loyalty programs. With cutting-edge AI and sector knowledge, we have a demonstrated history of helping brands boost their customer loyalty and retention. Take Sprinklr on a spin for 30 days and watch your rates soar.\"]]}],[\"$\",\"$19\",null,{\"fallback\":null,\"children\":[[\"$\",\"$L1a\",null,{\"moduleIds\":[\"components/widgets/inlineShowcaseCta/index.ts -\u003e ./InlineShowcaseCta\"]}],[\"$\",\"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/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\":[[\"$\",\"div\",null,{\"className\":\"text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-4\",\"children\":\"Try Sprinklr Service\"}],[\"$\",\"$L157\",null,{\"contentType\":\"cta\",\"id\":\"3lQ1VgqFtkNPjG7UFjKx0M\",\"name\":\"START YOUR FREE TRIAL NOW\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"START YOUR FREE TRIAL NOW\",\"action\":\"NAVIGATE\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"external\":true,\"label\":\"START YOUR FREE TRIAL NOW\",\"className\":\"mt-4\",\"children\":[\"$\",\"div\",null,{\"children\":[null,[\"$\",\"span\",null,{\"children\":\"START YOUR FREE TRIAL NOW\"}]],\"className\":\"spr-btn spr-btn-primary spr-btn-default mt-4\"}]}]]}]]}]]}]]}]}],[\"$\",\"$L158\",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\":\"$159\",\"relatedArticles\":[{\"id\":\"7H4BSkmcjUOCtciCwT0gW0\",\"title\":\"Machine Learning in Call Centers: A Guide to Get Started\",\"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\":\"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\":\"$172\",\"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-security/\"},{\"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? Does the platform offer intelligent automation at scale?\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2Ol7wKYl3SHw4lAaZSIene\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Sprinklr Pro Tip:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Enhance agent training by understanding the reasons behind performance changes, not just tracking metrics. \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/ccaas-providers/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Choose a CCaaS vendor\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" with advanced AI, like \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr AI+\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", which provides detailed insights and actionable remedies. 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? Does it offer real-time data?\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"7AYb6CLHfXkYxY7JooJLmC\",\"title\":\"Analytics and reporting\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 Sprinklr Pro Tip\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\":\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Sprinklr’s\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"reporting and analytics are highly advanced, offering deep insights into customer interactions across all touchpoints, including social media, email, and voice. 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. Many providers offer migration services to ensure a smooth transition, minimizing downtime and data loss.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"7cVwYDXibT6iFK3RqjwHOQ\",\"name\":\"What features should a business prioritize when choosing an alternative to Talkdesk?\",\"title\":\"What features should a business prioritize when choosing an alternative to Talkdesk?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When choosing an alternative to Talkdesk, businesses should prioritize features like:\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Robust AI-driven analytics\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Omnichannel support\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Seamless integrations\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Strong security measures\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Reliable performance\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Comprehensive customer support\",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"1hXKk5AfMkOOx4WElV0r59\",\"name\":\"Are there any alternatives to Talkdesk that offer better customer support?\",\"title\":\"Are there any alternatives to Talkdesk that offer better customer support?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Yes, Sprinklr is a top alternative to Talkdesk, offering exceptional customer support with 24/7 availability and multiple support channels. Other alternatives with strong customer support include Genesys and Five9.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"z2t01FKDiMXa6cIkFM7HM\",\"name\":\"How do Talkdesk alternatives handle data security and privacy?\",\"title\":\"How do Talkdesk alternatives handle data security and privacy?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Talkdesk alternatives handle data security and privacy by:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Implementing robust encryption\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ensuring compliance with industry standards (such as GDPR and HIPAA)\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Conducting regular security audits\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Enforcing comprehensive access controls\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"These measures protect sensitive information and ensure privacy.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"3UxgLlByHbCokQWFTvXqWq\",\"name\":\"Can a business try Talkdesk alternatives before committing?\",\"title\":\"Can a business try Talkdesk alternatives before committing?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Yes, many Talkdesk alternatives offer free trials or demo versions. For instance, Sprinklr provides a 30-day free trial with access to all features, allowing businesses to evaluate the platform’s suitability for their needs without any financial commitment.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"noContainerTopBottomPadding\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"I334dnRPRIuTl7eVpbGDZ\",\"title\":\"Sprinklr x Talkdesk\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/I334dnRPRIuTl7eVpbGDZ/da8fce0bc57a046404994ec92a7835e4/Sprinklr_x_Talkdesk.png\",\"details\":{\"size\":7717,\"image\":{\"width\":600,\"height\":300}},\"fileName\":\"Sprinklr_x_Talkdesk.png\",\"contentType\":\"image/png\"}},\"slug\":\"/blog/talkdesk-alternatives/\"},{\"id\":\"7K6lMK1Ysfv6r4rpkmKlLy\",\"title\":\"Step-by-Step Guide to Handle Angry Customer Issues\",\"category\":\"Customer Service\",\"authors\":[\"$177\"],\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"On October 10, 2023, a major software company faced a predicament when its latest update caused a critical system crash for several enterprise clients. One particularly irate IT manager, whose system decided to take an unscheduled \\\"vacation\\\" during a crucial project deadline, found themselves in a heated exchange with the company's support team. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The support team's suggestion to \\\"try turning it off and on again\\\" didn't quite hit the mark, leading to a viral debate on the appropriateness of their response.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This incident is a stark reminder that all brands inevitably encounter angry customers. As we delve into the strategies for handling angry customers and managing such situations, it is paramount for businesses to discern the root cause of customer annoyance.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In this blog, discover the underlying causes that often fuel customer dissatisfaction, explore effective strategies to rectify root issues, and most importantly, gain insights into adeptly managing interactions with angry customers. Furthermore, explore the instrumental role of AI in expediting issue resolution, ultimately contributing to customer happiness.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"What are common causes of customer anger?\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Understanding the root cause of customer anger is crucial for any business aiming to maintain high levels of \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer satisfaction\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and loyalty. When customers express anger, it often stems from a few key issues:\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Product quality\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers expect products to meet certain standards of quality and performance. When a product fails to meet these expectations, it can lead to \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-frustration/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer frustration\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and anger. This could be due to defects, malfunctions, or simply not performing as advertised.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Imagine buying a premium coffee machine that promises barista-quality espresso, only to find that it leaks water and fails to heat up properly. This malfunction not only disrupts your morning routine but also falls short of the advertised quality, leading to significant frustration and anger.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Prioritize transparency in your sales process to minimize post-purchase challenges, preventing a flood of calls from frustrated customers to your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/inbound-contact-center/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"inbound contact center\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Service failures\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Service-related issues are another common source of customer anger. This includes delays in service, unhelpful or rude customer service representatives, and failure to resolve issues promptly. Effective communication and timely resolution are essential to prevent service failures from escalating into anger.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Unmet expectations\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers have specific expectations when they purchase a product or service. If these expectations are not met, whether due to misleading advertising, overpromising, or underdelivering, it can result in significant dissatisfaction and anger.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Imagine signing up for a premium internet service that promises lightning-fast speeds and uninterrupted connectivity. However, after installation, you experience frequent outages and slow speeds that barely support basic browsing. This underperformance, compared to the advertised promises, leads to significant dissatisfaction and anger.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Navigating the complexity of angry enterprise customers\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"For enterprise customers, the stakes are often higher. Issues can be more complex, involving large accounts or bulk orders. Problems in these scenarios can disrupt business operations, leading to substantial financial losses and heightened frustration. Key points to consider include:\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Large-scale impact\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Issues with large accounts or bulk orders can affect entire business operations.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Financial implications\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Delays or problems can lead to significant financial losses.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· Coordination challenges: Resolving issues often requires coordination across multiple departments.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"High expectations\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Enterprise customers typically have higher expectations for service and support.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Imagine a large manufacturing company that relies on a software provider for its inventory management system. The software provider releases an update that inadvertently causes the system to crash, affecting the entire supply chain. This disruption halts production, delays shipments, and leads to significant financial losses.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Resolving the issue requires coordination between the software provider's technical support, development teams, and the manufacturing company's IT department. The complexity and scale of the problem highlight the critical need for robust service and support for enterprise customers.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Creative solutions for C-suite leaders\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"By understanding the root causes, business leaders can better prepare to address customer concerns and minimize customer dissatisfaction. At the very least, leaders should ensure: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Proactive monitoring\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Use advanced tools to predict and alert teams about potential issues before they escalate, preventing disruptions and ensuring smooth operations.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Customer feedback loops\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Regularly gather feedback from enterprise customers to understand their pain points and expectations, using this information to improve products and services.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Cross-functional teams\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Form teams from technical support, engineering, customer success, and communications to address complex issues quickly and holistically.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Scenario planning:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Conduct exercises to prepare for potential crises, ensuring teams are ready to act swiftly and effectively when real issues arise.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"AI-powered support:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Enhance customer support with AI tools that analyze sentiment, predict issues, and provide real-time suggestions to improve interactions.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2eN9DY14KBR0T7JwqYxoD\",\"title\":\"Translink’s journey to happier customers\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Background\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Translink, a major public transport provider in Northern Ireland, serves over 1.5 million passengers weekly. They faced challenges in managing passenger feedback and ensuring timely responses across multiple social media channels.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Action taken\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Translink implemented \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/social-media-management/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s unified social media management\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and customer support solutions, using Sprinklr Social Self-Serve to publish content, monitor sentiment, and gather insights. Sprinklr Service Self-Serve was used to respond to feedback and inquiries quickly with automated support features.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Improvements implemented\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": With \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/consumer-intelligence/social-listening/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s social listening\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and reporting capabilities, Translink could monitor sentiment in real time and create comprehensive reports to drive strategic decisions. They also leveraged AI-powered tools to provide faster, more consistent support.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Results\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Translink achieved a 36% reduction in average case handling time and a 16% reduction in average first response time. The unified platform allowed them to manage eight brands across multiple social platforms efficiently, enhancing the overall passenger experience.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"6mU4zC1EosxZVijX7Q5fjC\",\"name\":\"Read the whole case study here\",\"type\":\"BUTTON\",\"eventName\":\"Read the whole case study here\",\"variant\":\"primary\",\"text\":\"Read the whole case study here\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"/stories/translink/\",\"external\":true,\"alignment\":\"CENTER\",\"topMargin\":\"SMALL\",\"bottomMargin\":\"SMALL\",\"isOpenNewTab\":true}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"18 creative ideas to handle an angry customer\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"First and foremost, businesses must recognize that customers typically reach out only when they encounter difficulties that remain unresolved despite using your other channels, such as the website or \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/helpdesk-software/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"helpdesk software\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\".\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Here are some proven tips on what to do and what to avoid when handling such interactions:\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Introduce yourself\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" Begin by introducing yourself and your position in the company. This shows the customer that their issue is being taken seriously. Address the customer by name throughout the conversation.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Maintain your composure\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" Stay calm, even when a customer blames you for poor service. Losing your cool can worsen the situation.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Listen carefully\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Allow the customer to express their concerns, actively listening to understand the root cause of the issue.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4. Acknowledge and apologize\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" Regardless of the complaint's validity, acknowledge the customer's situation and offer an apology. Take ownership of the issue to build trust and show commitment to resolution. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"As Tony Hsieh, the late CEO of Zappos, said, \\\"Customer service shouldn’t just be a department, it should be the entire company.\\\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"5. Be professional\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" Respond professionally without matching the customer's abusive style. Maintain a neutral tone and avoid becoming defensive.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Read More: \",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/respond-to-customer-complaints/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"5 Ways of Responding to Customer Complaints [+ Real Examples]\",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"6. Identify the real issue\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" Train agents on effective communication, guiding them on phrases to use and avoid. Encourage asking the right questions to understand the root cause and resolve issues quickly.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"7. Summarize the problem\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" After listening to the customer's concerns, summarize and reiterate the issues to ensure both parties are aligned on the concerns.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"1SVMGRZeywasiwCpUnVwJq\",\"title\":\"After-call work in a call center\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1SVMGRZeywasiwCpUnVwJq/2dbdd6a8fc9a7c1d03a5ec35a07bdcdf/image002.png\",\"details\":{\"size\":275294,\"image\":{\"width\":1429,\"height\":932}},\"fileName\":\"image002.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"3XZuEPIzmgeFH7FryRdr40\",\"title\":\"💡Pro Tip:\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Sprinklr AI+\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", integrated with GenAI models, automates case summarization and disposition, reducing the administrative burden on agents and improving customer service quality.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"8. Employ historical data\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Use historical data from the \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/contact-center-crm/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"contact center CRM\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to understand the situation and provide informed suggestions.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"4bwFK6jIkeeXQhcpgDQTOV\",\"title\":\"Good to know:\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Modern \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/agent-assist/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"agent assist software\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" recommends similar past cases right on the call, surfacing relevant knowledge base articles and guided workflows for seamless resolution. The AI-powered assistance leads to an increased first call resolution rate, significantly boosting agent productivity.\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"9. Identify the plan of action\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Establish an action plan and communicate a clear timeline for resolution. Prioritize issues for premium customers or those at risk of churning.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"10. Develop critical thinking\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Consider temporary solutions like extending service until payment is secured or issuing prompt refunds to address immediate issues.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"11. Shift to another channel (if necessary)\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Transition conversations to phone or other channels if it accelerates resolution. Ensure the customer's comfort and avoid forcing a shift.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"6jRWyAbXbhHRasqmMRhT8E\",\"title\":\"💡Pro Tip:\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When considering transitioning your conversation to another channel, leverage \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/omnichannel-routing/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"omnichannel routing software\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" for a seamless customer experience. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Omnichannel routing ensures that your agents can access a unified view of customer interactions across various \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-channels/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service channels\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". This not only facilitates a smooth transition but also enables continuity in customer engagement.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"5e44NLyGEwuQwZIIvCbuDP\",\"title\":\"Unified Architecture for Omnichannel support with Sprinklr Service\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5e44NLyGEwuQwZIIvCbuDP/3b4df99f80f81cb4f4e23ddb22954fc4/image003.jpg\",\"details\":{\"size\":196445,\"image\":{\"width\":1285,\"height\":703}},\"fileName\":\"image003.jpg\",\"contentType\":\"image/jpeg\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"12. Avoid putting them on hold for too long\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Putting an already frustrated customer on hold can exacerbate the situation. Communicate politely if a hold is necessary for a swift resolution.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"3ESpt6cVQFj7HXdEvOt3xK\",\"title\":\"Good to know:\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A modern \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/agent-console/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"unified agent console\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", powered by AI, equips your agents with real-time, relevant information and a comprehensive history of customer interactions across channels. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"14aASL7UxDg7beaxKCe4Li\",\"title\":\"Unified agent console with Sprinklr Service\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/14aASL7UxDg7beaxKCe4Li/10e98b96bdadc8c17c9ee11ffbc3891d/image004.jpg\",\"details\":{\"size\":269746,\"image\":{\"width\":1284,\"height\":805}},\"fileName\":\"image004.jpg\",\"contentType\":\"image/jpeg\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"13. Apprise your manager if needed\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Escalate the situation to a senior manager if necessary. While escalations may impact metrics like first call resolution (FCR) and average handle time (AHT), they show your company's commitment to customer sentiments.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Deep Dive: \",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/escalation-management/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"How to Do Escalation Management Effectively\",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"14. Know your limits\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Avoid overpromising and underdelivering. Accommodate reasonable requests but stand firm against unfair demands.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"15. Know when to end the conversation\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" If a customer becomes too abusive or threatening, consider ending the conversation. \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-compliance/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Contact center compliance\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and call recording provide guidelines and legal safeguards for handling such interactions.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"3Mw9LKlEefWvJt81rIK1ur\",\"title\":\"AI Advantage:\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"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\":\" offers smart response compliance, ensuring each brand response aligns with established standards. Agents can provide feedback on compliance checks to enhance accuracy.\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"16. Take some time out\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Recognize the emotional toll on agents dealing with angry customers. Allow them time between interactions to prevent \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-burnout/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"call center burnout\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and foster a healthy environment.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"17. Follow up\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"After resolving the issue, follow up with the customer to ensure their satisfaction, showing ongoing commitment to their experience.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"18. Deploy call center technology\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Utilize \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/call-center-technology/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"call center technology\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/contact-center-ai/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"contact center AI\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to streamline issue resolution and elevate the overall customer experience. Chatbots and virtual agents can respond immediately to common customer queries, expediting issue resolution. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"24tiGxqZyF5w6p1sM6W7mE\",\"title\":\"Automated responses – but with a human touch: \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"GenAI-enriched platforms like Sprinklr AI+ provide humanized automated responses, ensuring empathetic and effective customer engagement.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Learn more about \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr AI+\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why is it important to have a playbook to address angry customers?\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Understanding and addressing the concerns of upset customers is crucial for several reasons:\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"To prepare your agents: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Having a step-by-step manual on the processes, policies and scripts agents can use when dealing with angry or dissatisfied customers allows quicker, more effective solutions.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"To allay revenge seekers\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": A study found that 74% of customers face troubles with products or services, and 9% are keen on settling scores with the company. Addressing their concerns can prevent negative actions.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"To retain the customer\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer retention\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" is cheaper than acquiring new ones. Satisfied customers are more likely to become \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/brand-advocates/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"brand advocates\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\".\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"To avoid negative word of mouth\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Unhappy customers are more likely to share negative experiences. Resolving their issues can prevent them from badmouthing your brand and help maintain a positive image.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"2cgW4p6xuOD0wZwsYf1G4q\",\"title\":\"Intent and sentiment analysis with Sprinklr Quality Management Software\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2cgW4p6xuOD0wZwsYf1G4q/f51976525eaf8fedf06bfb9c8b780bb8/image005.jpg\",\"details\":{\"size\":130719,\"image\":{\"width\":1920,\"height\":1260}},\"fileName\":\"image005.jpg\",\"contentType\":\"image/jpeg\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"By understanding the unique challenges faced by enterprise customers and implementing strategic solutions, C-suite leaders can ensure high-quality service, minimize disruptions, and build lasting relationships with their clients.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why you should keep your customer updated throughout the resolution process\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Clear communication is essential in maintaining customer satisfaction, especially for enterprise customers who often deal with complex issues. Keeping customers informed throughout the resolution process is crucial for several reasons: it helps restore trust by providing regular updates on progress, next steps, and timelines, demonstrating transparency and commitment to resolving the issue. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This approach not only addresses the immediate issue but also fosters a positive, long-term relationship with the customer.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Restoring trust and demonstrating commitment\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": When customers face issues, their trust in the business can be shaken. Regular updates on the progress, next steps, and timelines help rebuild this trust. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Reducing frustration and enhancing customer experience\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Uncertainty can lead to increased frustration. By keeping customers informed, businesses can alleviate some of this frustration. Knowing what to expect and when helps customers feel more in control and less anxious about the outcome. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"· \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Leveraging industry benchmarks and managing expectations\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": According to a blog on \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-kpi-benchmarks-by-industry/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"call center KPI benchmarks by industry\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", sectors such as retail, e-commerce, and technology emphasize the importance of clear communication. For instance, the average handle time (AHT) in retail is around 5.4 minutes, highlighting the need for efficient and transparent communication to keep customers satisfied. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Learn from experience – Prevent future issues\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Once a customer issue is resolved, it is essential for businesses to take proactive steps to prevent similar problems in the future. This involves working closely with customers to identify long-term solutions and leveraging their feedback to drive continuous improvement.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Analyze customer feedback\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"After resolving an issue, gather detailed feedback from the customer about their experience. Use customer surveys, follow-up calls, or feedback forms to collect this information. This feedback can provide valuable insights into the root causes of the problem and highlight areas for improvement.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Identify patterns\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Look for recurring themes in the feedback. Are multiple customers experiencing similar issues? Identifying these patterns can help pinpoint systemic problems. For example, if several customers report long wait times, it may indicate a need to improve call center staffing or efficiency.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Implement improvements\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Use the insights from customer feedback to make meaningful changes. This could involve updating training programs, enhancing product features, or streamlining service delivery. The goal is to address the root causes of issues to prevent them from recurring.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Monitor and adjust\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Continuously monitor the effectiveness of the changes. Collect ongoing feedback to ensure the improvements are having the desired impact. Be prepared to make further adjustments as needed to maintain high standards of customer service.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Final thoughts\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Turning angry customers into loyal ones is a challenging yet rewarding endeavor. According to a study, 66% of respondents find the need to repeat the same information across multiple employees or channels extremely frustrating. This common pain point can be effectively addressed by leveraging \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Service\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\".\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Built on the world’s only \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Unified Customer Experience Management Platform (Unified-CXM)\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", Sprinklr Service empowers your agents with AI-powered tools and technology designed explicitly for handling irate customers. 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Transform your customer service experience and turn angry customers into loyal advocates with Sprinklr Service.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"7k9mJWgOTLiWdCX7onqWZO\",\"name\":\"Signup for your personalized demo today\",\"type\":\"BUTTON\",\"eventName\":\"Signup for your personalized demo today\",\"variant\":\"primary\",\"text\":\"Signup for your personalized demo today\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"/demo-care/\",\"external\":true,\"alignment\":\"CENTER\",\"topMargin\":\"SMALL\",\"bottomMargin\":\"SMALL\",\"isOpenNewTab\":true}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"5X2d9xrv5a0R0sksbiwpSM\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"1roHMcoKln9DU07REaxbws\",\"name\":\"What proactive measures can businesses take to address customer complaints before they escalate?\",\"title\":\"What proactive measures can businesses take to address customer complaints before they escalate?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Businesses can implement regular feedback loops, monitor social media for early signs of dissatisfaction, and train agents to identify and address potential issues promptly. Proactive communication and swift resolution are key to preventing escalation.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"6EukyBFG9WoE4cHurT8SZ4\",\"name\":\"How should angry customers be managed when the issue isn't directly caused by your company?\",\"title\":\"How should angry customers be managed when the issue isn't directly caused by your company?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Acknowledge their frustration, empathize with their situation, and offer assistance in finding a solution. 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