​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.

​

​

Setting up an inbound call center mainly involves the following steps:

• Telephony Connectivity

• Setting up IVR

• Setting up Routing

• Setting up After call work

• Setting up Care Console

Telephony Connectivity

Depending upon the geography and use case, brands leverage Sprinklr CPaaS partners to manage voice/telephone connectivity. Using Sprinklr’s Voice Care module, Sprinklr consultants help clients with addition of voice accounts and applications with procured Phone numbers & partner API’s to provide a single unified experience for the contact center functionalities. 

​

Sprinklr supports the following connectivity options:

​

1. Buying New Number: Brands choose and purchase their preferred Toll Free/ Local and national numbers from the available Sprinklr CPaaS partners in more than 120 countries globally.  

2. Porting a Number: Porting a phone number is a multi-step process that takes up to 2-8 weeks. It depends on the type of number(s) and the country you are willing to port in. This process includes a lot of coordination between your current carrier and our CPaaS provider.​

3. Bring Your Own Carrier:  BYOC allows you to use your existing PSTN Voice Carrier partner(s), keep your phone numbers with that Carrier, and add Sprinklr Voice Care capabilities to those calls/numbers. Your PSTN carrier sends calls to our CPaaS provider directly via SIP Trunks.​

4. PBX Integration: This option allows you to connect your existing PBX infrastructure and PSTN Voice Carrier partner(s). You connect your Infrastructure (IP-PBX, SBC, etc) to our CPaaS provider via SIP Trunk.

​

Click here to know more about setting up voice accounts. 

Setting up IVR

Teams configure an IVR by accessing the IVR builder based on business requirements. Sprinklr IVR builder has multiple abilities to address customer queries including integration of brand CRM and APIs, gather customer responses, add skills, and route calls to work queues. Setting up an IVR primarily involves using the following:

​

1. Communication Nodes: Interact with the customers to inform them about the processes and gather inputs from the customers.

2. System Nodes: Communicate with brands APIs and CRM, perform case management activities, and update entities such as case and profile to name a few. 

3. Transfer Nodes: Once we receive customer inputs and have enough information to transfer the calls to required destinations, we route the IVR calls to agents, voice bot or transfer the call to an external DID.

​

Click here to know more about setting up IVR.

​

Setting up Routing

Using AI powered unified routing, admins route calls to agent work queues in the most efficient manner to meet SLA expectations. Admins define skills, configure work queues, and allocate capacity profiles to the agents. Unified routing also has the ability to define custom routing configurations that cater to advanced business requirements. Setting up routing primarily involves:

​

1. Setting up queues: For a case or call to be assigned by Unified Routing, it must be routed into one of the queues present in Unified Routing. These queues that we create act like a place for incoming cases and agents to meet, and cases to be assigned to appropriate agents based on queue settings.

2. Setting up skills: Unified Routing ​​provides a one stop shop for creation/management of skill/skill categories allowing clients to ensure assignment of calls/cases to agents equipped with particular skill-set as in real life, all on Sprinklr platform.

3. Adding queues for assignment: Teams use IVR, guided workflows, after call work, rule engine and macros to add cases in a work queue.

​

Click ​here to know more about setting up routing.

​

Setting up After Call Work

Sprinklr After Call Work tracks agent-customer interaction outcomes in a structured way. Admins configure disposition plans and after call work based on business requirements. As a post call workflow, ACW integrates brand CRM and APIs, send email/sms, schedule callbacks and many more. Teams need to follow using:

​

1. User Communication Node: These are the nodes that take inputs from the agent, or send instructions to the customer.

2. System Action Node: Configure ACW to interact with brand CRM, and manage Sprinklr entities to perform case management activities.

3. Disposition Plans: Disposition plans are the forms that the user adds to the add screen node in the ACW builder. These forms contain dispositions, sub-dispositions, and fields, through which the user enriches the information that the agent inputs into the ACW.

   ​

Click here to know more about setting up ACW.

​

Setting up Care Console

Offering an easy and customizable view of the customer details improves the customer experience along with the agent experience, enabling smarter ways to resolve customer queries. Sprinklr care console can be integrated with the brand CRM and APIs to show customer 360 information into a single screen. Care console empowers agents to run guided workflows and perform case management activities seamlessly. Admins can configure custom widgets based on the information they want their agents to see during handling customer calls.

​

Click here to know more about setting up customer 360.