Sprinklr Creates the Next-Gen Contact Center, Powered by Twilio Partnership

Sprinklr, the unified customer experience management (Unified-CXM) platform for modern businesses, announced a new partnership with Twilio, the customer engagement platform that powers real-time personalized experiences for leading brands in today.

By integrating Twilio’s voice and SMS technology with Sprinklr Modern Care, Sprinklr customers can now create the next generation of contact center – a complete cloud-based platform for true omnichannel customer service.

Modern businesses understand the need to unify contact center, customer service, and customer experience functions. Twilio provides best-in-class Communications Platform-as-a-Service (CPaaS) infrastructure, while Sprinklr Modern Care provides an AI-powered Contact Center-as-a-Service (CCaaS) application layer and based on the only unified system in the world. -CXM platform.

“I thought it would be necessary to bring together a lot of technology and personnel to carry out such a wide range of communication activities,” said Yoshiaki Inoue, head of Honda ON. “But after just one conversation with Sprinklr, we realized we could leverage Sprinklr as a unified, one-stop-shop technology solution for all of Honda ON’s customer experience management needs. Our goal is to connect from authentic way with this new generation of car buyers. That means we listen to the voices of people around the world and proactively engage in relevant conversations. Having a unique workflow across all channels – from phone to social media, live chat, chat bot and voice – enables a true omnichannel contact center.

“Delivering personalized customer engagement at scale is one of the most demanding challenges facing businesses today,” said Matt Rogers, vice president of market development at Twilio. “Twilio’s voice and SMS capabilities enable organizations to create personalized experiences and seamless conversations across trusted and preferred channels. Through Twilio’s partnership with Sprinklr Modern Care, businesses can boost customer satisfaction by delivering personalized customer experiences at scale and at every stage of the journey.

Integrating Twilio’s technology into Sprinklr Modern Care enables customers to achieve new successes. For Sprinklr customers like Honda ON, they can expand the use of their Sprinklr modern care platform to include voice, reduce costs and improve the customer experience.

“The world is ready for a new generation of contact centers. Customers expect digital first, but expect to connect with someone live when needed, demanding a seamless experience across any channel they choose,” said the founder. and CEO of Sprinklr, Ragy Thomas. “Partnerships are powerful when they are based on the shared belief that nothing is more important than the customer experience. Using Twilio’s state-of-the-art infrastructure and Sprinklr’s application layer, we deliver digitally-driven care that will help improve satisfaction, reduce risk and reduce costs. Together we will help companies move from a brand-centric organization to a customer-centric organization. »

Powered by the most advanced proprietary AI engine for the enterprise, Sprinklr Modern Care analyzes billions of conversations across 30+ digital channels like social media, messaging, app, live chat and email – and now the voice. Customers can integrate their contact center operations with digital assistance to engage with the channels they prefer, identify intent and sentiment, and direct customers to the right support, all in real time.

For more information on Sprinklr Modern Care and Twilio, visit https://www.sprinklr.com/events/modern-care-twilio/.

About Sprinkler

Sprinklr is a leading provider of enterprise software for all customer-facing functions. Using advanced AI, Sprinklr’s Unified Customer Experience Management (Unified-CXM) platform helps businesses deliver human experiences to every customer, every time, across any modern channel. Based in New York and with employees around the world, Sprinklr works with over 1,000 of the world’s most valuable companies – global brands like Microsoft, P&G, Samsung and over 50% of the Fortune 100.

To visit https://www.sprinklr.com

Visit Twilio at https://www.twilio.com/