Sprinklr's latest release offers exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below!

Care Command Centre

Care Command Centre | Up-to-Date Reporting for Actionability

Sprinklr now enables you to monitor unified data & alerts across all supported data engines with near real-time data & automatic refresh capability so you are always on top of your business metrics. The information on the Command Center will be refreshed as soon as the source data is updated so there is no lag in decision-making.

Care Command Centre | New Visualization: Support for Smart Clusters

You now have the ability to plot and visualize the Smart Clusters in Sprinklr Display & Presentations allowing you to understand hidden patterns and discover top themes from automatically synthesized conversations using unsupervised clustering.

Display & Presentations

Display & Presentations | Period Over Period Analysis: MoM, QoQ, YoY

Sprinklr now allows you to do comparative analysis for all the reporting widgets to share insights with your stakeholders. Understand the seasonality and trends for your key performance indicators to curate strategic business decision making. Besides you can now configure and select the date range for your previous period analysis with addition of new preconfigured dynamic options from the library.

Display & Presentations | New Visualization: Support for Smart Clusters

You now have the ability to plot and visualize the Smart Clusters in Sprinklr Display & Presentations allowing you to understand hidden patterns and discover top themes from automatically synthesized conversations using unsupervised clustering.

Display & Presentations | New Visualization: Support for Quadrant Matrix

We have introduced a new widget in the library: Quadrant Matrix for Listening Insights. By plotting this newly added widget, you can analyze the performance of different categories (Products, Topics, Themes, etc.) and understand the correlations between any 2 metrics of your choice. Additionally, you can also change the labels, colors and limits governing the axis to make it personalized for your audience.

Display & Presentations | New Data Sources: Support for Case Columns

With addition of new data sources, you can now visualize the data related to care (case) reporting in Sprinklr Display. Curate your widgets to have real time visibility and monitoring of important cases and conversations so you never have to worry about losing them.

Display & Presentations | Improved Controls for Content Visualization

You now have more flexibility and controls while designing the content widgets for your Storyboards and Presentations. Introduction of new controls like Titles, Image Filters and Engagement Metrics allows you to have more options while crafting your artwork. Create a new widget from the content library to try them out so it suits best for your needs on different occasions.

Display & Presentations | Enhanced Hyperspace Charts

With our pursuit to make the platform more consistent with new Hyperspace design principles for more cohesive storytelling, we have updated our charts library with more controls and editing options so you can have more coherence while setting up your reports for your stakeholders. We will keep on updating the display & presentations widgets with new hyperspace principles.

Integrations

Integrations | Integration Studio (Beta)

Integration Studio is a new persona app in the Sprinklr enterprise. This app aims to ease the discovery, enablement, and maintenance of Integrations, APIs, and other extensibility products. It is a one-stop solution for integrating Sprinklr with any external system, which includes Standard out-of-the-box Connectors, Data Export/Import features, and Developer Tools which cover API and Webhooks.

The following significant capabilities will support users in using Sprinklr integrations in a better manner:

1. The New Marketplace consists of the following:

• Sprinklr-builtSprinklr built standard connectors (Sprinklr Apps)

• 3rd party-built standard connectors (Partner Apps)

2. All the Developer tools that are scattered in the Sprinklr Platform are not part of the Integrations Studio

Package and consist of the following:

• Sprinklr REST APIs

• Webhooks

• Alerts

3. Sprinklr API Extensions for real-time processing and storing of data using REST APIs, SFTP/S3 for batch

processing and data storing, storing of data, and newly launched UI for Custom Entities.

Integrations | Salesforce Connector V3 (Beta) 

Sprinklr has introduced its new version of the Salesforce connector (V3), with which agents in Salesforce can now leverage Sprinklr voice within SFDC Service Cloud, eliminating the need for swivel chairs and having one single agent desktop. The enhanced Sprinklr component embedded within Salesforce would allow agents to leverage rich AI features like Smart Assist, Agent assist, Guided workflows, etc., within Salesforce, thereby ensuring faster resolution.

As an agent working out of Salesforce, using the Sprinklr embedded widget:

1.  Agents will be able to change status and get alerted when an inbound call is assigned.

2.  An agent will be able to execute after-call work.

3. Agents can make outbound calls to customers from Salesforce.

4. All the case assignments and transcripts are automatically logged from Sprinklr into the Salesforce case.

5. Agents will be able to use Smart Assist and Agent Assist powered by Sprinklr AI, which would help them navigate the agent to assist the customer in the best possible way.

Integrations | Email Archival

Data ingested from Social Channels and Platforms in Sprinklr can be archived to Enterprise Information Archiving Tools so that brands can have a Data repository for Governance and Compliance use cases.

AEM connector | Allow configuration of which renditions to load asset previews faster

Sprinklr has added a quick preview image in the asset picker to reduce the load times while previewing assets in AEM, using renditions of thumbnails that by using renditions of thumbnails which can load faster. This will enhance the customer experience and reduce the load time.

CRM Connector

CRM Connector | Support for Enhanced Error Notifications at Case Level for “Send Case to CRM” flow

Sprinklr has now enhanced the error notifications at the case level for the CRM integrations. Recipients will now be notified when a CRM case creation action encounters an error when a case is sent using the “Send Case to CRM” action. This capability is available for all the CRM connectors (Salesforce, Dynamics, Oracle, ServiceNow).

CRM Connector | Allow Salesforce to distinguish between Sprinklr auto response and Sprinklr Ambassador responses

Sprinklr has now added support to evaluate a response sent on a social channel and distinguish between an auto-response or a response sent by an agent/ambassador in Salesforce. As can be seen in the image below, an auto response’s checkbox is ticked to distinguish it in the social post object.

CRM Connector | Control visibility of Live chat based on the availability of salesforce agents for different markets

Sprinklr has now added support to control the visibility of LiveChat based on the specific skills of an agent in external queue-based routing. Thus, now not just the availability status but the skill of an agent can also be evaluated to decide whether live chat should be visible or not for a specific market.

CRM Connector | Select and update Record type configuration for Case and Account in Case configuration

Sprinklr has now added support to add Default Case Record Type and Default Account/Contact Record Type in Case Configuration.

CRM Connector | Filter apps in New Marketplace

We have added support in the New Marketplace to filter different applications based on category, product, etc.

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​​CRM Connector | Added Connector Configuration in Zendesk App UI

Sprinklr has now added support for users so that the Connector Configuration for the Zendesk application can now be updated from UI.

Developer Tools

Developer ToolsAPI and Webhooks | Customize Subscription Attribute condition: Is Not Empty 

When we add subscription details to a webhook subscription, we can customize the subscription based on the given attributes. This attribute is based on a condition that can be selected from the drop-down menu. We have added support for a new condition, i.e., “Is Not Empty.” 

As the name suggests, “is Not Empty” implies that the given attribute should have a value.

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Developer Tools | API/Extension/Webhooks Reporting

The consumption reporting allows you to track the usage of your API/Extension/Webhook connections and monitor their performance.

These new API, extension, and webhook consumption reporting features in Integration Studio provide more ways to monitor and optimize your integration projects. By leveraging these features, you can gain valuable insights into the usage and performance of your integrations and make data-driven decisions to improve them.

Developer Tools | External API Extension

Sprinklr has built an in-house tool that helps us to convert Postman Collection to OpenAPI spec, which is essential to set up the integration of external APIs.

Sandbox

Sandbox | Auto map users in Sandbox and Production

We have now added support to auto-map orphan users that are present in Sandbox to the ones present in production whenever a changeset is pushed from prod to Sandbox.

Sandbox | Migrate DPs from Sandbox to production

We have now added support where DPs can be migrated from Sandbox to prod whenever we push changes via the changeset.

Sandbox | Sandbox UI updates

Outbound change set section in Sandbox Manager now has details of the Deployment Time, Deployed By user name, and Action type.