Overview: Inbound Voice Care
Updated
Sprinklr Inbound offers a fully automated, more efficient omnichannel experience for contacting customer support, and giving a 360 degree view of the customer's data. Inbound voice unified care console enables cross-channel support for effective communication.
Offering a simple and customizable view of the customer details, it improves the customer experience for both customers and agents, allowing for more effective resolution of customer queries.
Telephony Connectivity
With Sprinklr, brands have the freedom to select their carrier as we have integrated major players in the telephony space, like Twilio, Signalwire, Vongage, and Ozontel, into a single manager screen which permits the Admin to choose a carrier based on their specific requirements, and the geographical location of their contact center. We provide an easy UI to add multiple numbers to the platform.
Key Features
Call threshold
Number Addition
SIP management
Setup dialers
Improve Self Service
With Sprinklr’s advanced automatic speech recognition technology, make your IVR more conversational. Sprinklr identifies the customer and personalizes the caller experience using extensive data integrations. It can be controlled and owned by business teams to make operational changes on the fly by using intuitive drag and drop interface. Furthermore, it gives you the freedom to operate IVR apps with customizable features in accordance with your brand's use cases.
With Sprinklr IVR, brands can simplify operations, increase automation, and smoothly redirect calls to other channels for faster solutions and better customer experience. Plus, Sprinklr offers detailed insights, like why calls might not go as planned, so businesses can quickly adjust IVR setups. With an easy-to-use interface, making changes is fast and straightforward, ensuring smoother interactions without any hassle.
Key Features
Dynamic IVR flow builder
Resume IVR
Multichannel deflection
Customized wait queue IVR
Data integration to fetch customer data
Flow reporting
Callback to dropped customer
Optimize Call Routing to Achieve Business Objectives
Sprinklr Voice drives call routing by using the brand's stated business logic to segregate and prioritize calls based on norms such as customer value, business priority, intended service level, and existing call center stress. In order to choose the best agent for the call, Sprinklr's unified call routing considers multiple factors, including the caller ID, call history, caller history, and real time retrieved customer data from the CRM.
Additionally, it also considers various factors to determine priority such as the highest designated priority, the age of the interaction, "what if" wait durations, and other variables. This allows you to meet your SLAs for all voice engagements without having to develop complicated routing schemes or allocate additional resources. It ensures that calls are handled efficiently and effectively, improving the overall customer experience, and assisting the company in meeting its business objectives.
Key Features :
Unified Routing
Dynamic Capacity Configuration
Routing across virtual Contact Center
Skill Management
Smart pairing
Empower Agent to Solve Customer Query Faster
With Sprinklr Care Console, empower your agent for a faster response with Sprinklr 360 degree customer view since it combines historical conversations across channels, and customer data pulled using extensive data integrations into one unified picture. This enables agents to handle cross-channel interactions.
In order to provide your agent a more tailored experience, Sprinklr also provides highly customizable and modular dashboards, and a variety of widgets to personalize the agent desktop. AI-powered Smart Assist also increases agent productivity through knowledge base recommendations and guided workflows, removing the need for manual searches and actions through various information sources. Moreover, AI forecasts real-time happiness scores that aids agents in handling interactions more effectively. Agents are provided with essential customer information on the call popup itself that allows them to better understand the caller even before answering the call.
Key Feature :
Customizable Customer 360 View
Guided workflows
Real time Customer Happiness score
Interaction History across channel
Collaboration Pane
Navigation among omnichannel cases
Post Call Workflow
Using post call workflows, Sprinklr automates the after call duties of the agents, saving the agents a significant amount of time performing manual activities. Based on the brand's declared business logics and the call disposition, we automate the post call flow.
Moreover, Sprinklr offers fully customized disposition plans where brands can define the various fields that agents must fill out when disposing a call. These fields may differ depending on the last field that was filled in, the type of call, and the type of customer, etc. Using the post call workflow, agents can also schedule callbacks for the specified time.
Key Features :
How to define disposition plan
Schedule callback from ACW
Sending data to CRM using ACW
After call workflow builder
Voice Analytics
Sprinklr provides real time statistics of call centers. It also provides deep insights on all interactions at agent, customer or individual team level. Supervisor has a single view of avg. wait time, SLA adherence, and the current activity of individual agents in a queue. All relevant data related to contact center operations is tracked through comprehensive information analysis with intelligence, utilizing business-oriented historical reports from individual customer interactions to high-level summary reports.
Speech analytics also offers AI-powered insights from the call recordings and transcripts that aids in highlighting the areas where agents need to improve.
Key Features :
Standard dashboard for inbound voice
Speech analysis
Compliance and Security
Sprinklr offers numerous PCI DSS compliant deployment options for accepting, processing, storing, and transferring PCI data. The brand guarantees the security of all card transactions and safeguards cardholders from fraud or other misuse of their personal information by adhering to these guidelines.