Service Command Centers are purpose-built, Always On displays that drive accountability through real-time transparency. They offer AI-powered insights and KPIs in real-time from 30+ sources across voice, digital, social, first-party, and third-party channels. These insights enable leaders and supervisors to continuously monitor leading indicators of customer satisfaction, agent productivity, and business performance, and take timely action to achieve business objectives.

Value Proposition

1. Most Complete Data Coverage: Real-time data from 30+ sources across voice, digital, social, first-party, and third-party sources, enabling a unified, real-time CXM view.

2. Unified Solution for a Single Source of Truth: Brands prefer using Sprinklr to reduce point solution chaos by providing a one-stop place for all reporting and monitoring needs. It also allows for the ingestion of first- and third-party data for effective reporting.

3. 100% Flexible Setup with Custom On-Brand Visual Narratives: Design the Command Center according to your layout needs with a flexible layout editor and branding kits to make the content personalized and stand out.

4. Advanced Security Controls with Multi-Tier Security: OAuth, SSO, and IP gating restrict access to confidential data, ensuring it is always accessible across devices and only to the right stakeholders.

5. Multi-Device Portability: Command Centers are complemented with mobile-friendly live presentations for on-the-go consumption, ensuring 24/7 access to comprehensive and consistent reporting.

6. Remote Capabilities: Manage the status of all your displays via phone or tablet, ensuring the right content is displayed at the right time with automated scheduling.

Primary Business Outcomes

Business Performance (Persona: Executives)

• Comprehensive visibility into real-time performance for each Business Unit across every customer touchpoint.

• Direct visibility into how customer experience KPIs are impacting business KPIs.

• Always On and available everywhere solution for real-time monitoring across wallboards, mobile, and tablets with advanced security controls.

Customer Experience (Persona: Manager)

• One unified CXM solution to monitor, act on, and understand the impact of all decisions to improve KPIs.

• Real-time alert command center to inform about anomalies or deviations in KPIs, particularly for the performance of each contact center and agent.

• Continuous feedback monitoring through command centers and alerts on KPIs.

Agent Performance (Persona: Agent)

• Real-time visibility on agent productivity KPIs and the root causes impacting performance.

Real-Time Refresh

Real-time refresh (up to 10 seconds) can be enabled for data sources that support real-time metric updates. One prerequisite is that all widgets on the scene must support real-time refresh; otherwise, the data won’t be published at the desired frequency.

The following list of Sprinklr data engines supports real-time, fast refresh rates to be enabled:

• Service Analytics

• Voice Analytics

• Social Analytics (Service data)

• Custom Entity

  Note: For metrics and KPIs that are aggregated or calculated, new data becomes available only after the operations are complete. For example, if the SLA metric is calculated after 8-9 minutes within Sprinklr, it becomes available once the operations are done.