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!

Channels

SMS Hub | New SMS Channel Support

In Sprinklr, you now have the option to add your SMS Hub account to facilitate outbound messages. With this account, you can conveniently send messages to your target audience through SMS.

ITS | New SMS Channel Support

In Sprinklr, you now have the option to add your ITS account to facilitate outbound messages. Using this feature, you can conveniently send SMS messages to a large number of recipients.

Voice IVR

Voice IVR | Enabling 'Speech' and 'DTMF and Speech' Response Types in the Gather Customer's Response Node

When incorporating the Gather Customer's Response node into an IVR configuration within Sprinklr, you have the flexibility to choose the Response Type, which can be set as DTMF, Speech, or a combination of both (DTMF and Speech).

For the Speech and DTMF and Speech options, you can further specify the Speech Modal, selecting from options such as Default, Numbers and commands, or Phone call.

Additionally, you can include a Speech Variable to capture and store the obtained value. Furthermore, you have the capability to enhance speech recognition accuracy by adding Hints for English, including Alphanumeric Sequence, Alphabet Sequence, and Digit Sequence. Furthermore, you can supplement the recognition with custom words to cater to specific vocabulary or terminology.

Unified Routing

Unified Routing | Round Robin Method for Cases/Calls Assignment

You can now utilize the Round Robin assignment method for assigning cases/calls in sequential order. The goal of round robin assignment is to ensure that every agent receives an equal number of cases/calls preventing other agents from getting overwhelmed from work. It's important to note that round-robin assignments might not always be the most efficient method in all the scenarios where skills are required for the assignment.

Reporting

Reporting | Color Scale Feature in the Table Widget

The Color Scale feature in the table widget enhances the visualization of data by dynamically applying conditional formatting to create a color gradient based on the minimum, maximum, and midpoint values of the dataset. The cells with values closer to the minimum point will have one color, those closer to the midpoint will have a different color, and cells closer to the maximum point will have another color. This dynamic color representation makes it easier to identify trends, outliers, and patterns in the dataset, allowing users to gain meaningful insights at a glance.