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UNIFIED OMNICHANNEL ROUTING

Improve resolution time by up to 30% using AI-powered omnichannel routing

Seamlessly match every customer interaction across 30+ channels with the best-suited agent to deliver faster, more effective resolutions.
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Understand customer needs better and respond with full context

Analyze data from multiple systems and platforms effortlessly using Sprinklr AI to deliver highly relevant responses and improve customer satisfaction.

Deploy quick API integrations with a no-code interface

Use easy-to-build API integrations to access real-time customer data from multiple sources — such as CRM, CDP, and e-commerce platforms. Use this data to optimize agent assignment and deliver satisfying resolutions.

Leverage no-code interface for quick API integrations 

Identify underlying intent and sentiment using AI

Detect customer intent and sentiment across voice and digital conversations using Sprinklr AI — and understand customer issues better to provide relevant responses.

Infer underlying intent and sentiment using AI

Establish prioritization logic using drag-and-drop builder

Set up “if-then-else" logic flows with a simple drag-and-drop builder — and create customized prioritization and escalation workflows to streamline resolutions. Use CSAT predictions to proactively de-escalate conversations and avoid potential crises.

Deploy prioritization logic using drag-and-drop builder

Assign cases to the best agent and deliver faster resolutions

Create omnichannel routing workflows that assign cases to the best-suited agents based on skills, capacity, historic utilization, and more.

Identify the right agent for every conversation with AI

Use Sprinklr AI to dynamically assign cases to the best-suited agent based on factors like past interactions, performance, CSAT, skills, and availability to maximize your business outcomes.

Route queries to the most proficient agents

Route queries to the most proficient agents

Identify the required skills for a query and route it to the most qualified agent. Set up round robin and quota-based assignment rules to improve your workforce utilization.

Ensure optimal capacity allocation for every agent

Ensure optimal capacity allocation for every agent

Assign capacity by real workload instead of conversation count. Capacity utilization automatically changes based on channel type, customer idle time, response frequency, and other performance-critical factors.

Identify the right agent for every conversation with AI

Simplify contact center operations and case management

Effortlessly handle fluctuations in case volumes across channels by modifying agent capacity and utilization rate in real time.

Configure precise routing rules for high-efficiency operations

Set backup queue rules using metrics like SLA, percentage of active agents, and wait time. Schedule skill changes in advance to handle spikes, ensuring optimal agent use and consistent availability.

Build and deploy a powerful routing logic across channels

Create and manage routing configurations easily with a user-friendly interface

Monitor logs, debug issues, and make continuous improvements with a universal routing logic for distributed teams from one platform — all without writing even a single line of code.

Intuitive UI

Get automated alerts related to specific queues and metrics

Monitor your support operations with a centralized dashboard. Use AI-generated alerts for critical metrics like CSAT, response time, backlog trend, and more.

Get automated alerts related to specific queues and metrics

Winning across the CCaaS landscape. Recognized by leading analysts.

Sprinklr Service

Sprinklr named a Leader in The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024

Sprinklr named a Leader in The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024
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Forrester Wave™

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Sprinklr Service

Sprinklr Service recognized as a Contact Center Leader by G2

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G2 Summer’ 23 rankings

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Sprinklr Service

Sprinklr named a Strong Performer in The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025

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Forrester Wave™

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Sprinklr Service

Sprinklr named a Strong Performer in The Forrester Wave™: Conversational AI For Customer Service, Q2 2024

Sprinklr named a Strong Performer in The Forrester Wave™: Conversational AI For Customer Service, Q2 2024
Forrester logo

Forrester Wave™

Read full report
Sprinklr Service

Sprinklr named a Leader in The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024

Sprinklr named a Leader in The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024
Forrester logo

Forrester Wave™

Read full report
Sprinklr Service

Sprinklr Service recognized as a Contact Center Leader by G2

Image
G2 Summer’ 23 rankings

Read full report
Sprinklr Service

Sprinklr named a Strong Performer in The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025

Image ContactCenterAsAService-Platforms-Q2-2025 1
Forrester logo

Forrester Wave™

Read full report
Sprinklr Service

Sprinklr named a Strong Performer in The Forrester Wave™: Conversational AI For Customer Service, Q2 2024

Sprinklr named a Strong Performer in The Forrester Wave™: Conversational AI For Customer Service, Q2 2024
Forrester logo

Forrester Wave™

Read full report

Frequently asked questions

Unified omnichannel routing software is a sophisticated technology that seamlessly directs customer interactions across multiple channels — like email, chat, social media and voice — to the most appropriate agent based on factors such as skill set, availability and customer history. This ensures customers receive quick, consistent and personalized resolutions on channels of their choice while optimizing resource allocation for the contact center.

The key capabilities of unified omnichannel routing software include: 

  • Channel integration: It consolidates customer interactions from diverse channels (email, chat, social media, voice) into a single, accessible interface. 
  • Intelligent routing: Uses algorithms to direct customer queries to the most suitable agent based on agent skill and availability plus customer priority, ensuring optimal match and efficiency. 
  • Real-time analytics and reporting: Provides insights into customer behavior, agent performance and service trends, enabling data-driven decision-making. 
  • Customer context preservation: Maintains a continuous thread of customer interactions across channels, offering agents complete context and history for personalized service. 
  • Automation and self-service options: Incorporates AI-powered self service for automated responses and faster resolutions, reducing the load on live agents. 
  • Workforce management integration: Works in tandem with workforce management tools to forecast demand and schedule agents. 
  • Compliance and security: Ensures secure handling of customer data across channels, adhering to privacy regulations and protecting sensitive information.

Unified omnichannel routing software creates a seamless journey for customers, ensuring they are routed to agents best suited to tackle their cases on their preferred channels seamlessly. It ensures customers don’t wait for long, by using strategies like quota-based assignments that involve efficient use of available agents, focusing on those who were recently engaged or least utilized. This system also eliminates manual oversight ensuring customer queries are matched with agents based on their performance history and specific expertise — all leading to quicker, more personalized service experiences.

Good to know: It’s all quite easy with Sprinklr's omnichannel routing. Quick, no-code API integrations pull real-time data across platforms while AI detects intent and sentiment, dynamically routing to the best-suited agents. See it in action with a demo today.

Yes, unified omnichannel routing software is designed to integrate seamlessly with existing systems. It connects with your contact center CRM, contact center infrastructure, email and social media management platforms — ensuring a smooth flow of data across platforms. This integration facilitates a unified view of customer interactions, enabling personalized and consistent service across all channels without disrupting your existing workflows.

Here are some of the benefits of using unified omnichannel routing software for businesses:

  • Cost efficiency: Targeted routing and reduced to-and-fro limit unnecessary callbacks and quickly close service loops with minimal spending. 
  • Competitive edge: Personalized, seamless service across all channels makes your brand stand out, attracting and keeping customers. 
  • Agent morale: Agents find their work more impactful and manageable when they are equipped with AI and are assigned cases that are right for them — which eventually reduces attrition. 
  • Strategic insights: Data inflow from all directions renders a balanced picture of your service performance, guiding targeted improvements in quality and efficiency. 

Check out how Sprinklr empowers you with real-time data from multiple sources to build a powerful omnichannel routing logic. Monitor performance, receive AI-powered alerts for critical issues, debug in real-time and polish your customer service — all through a single view.

Request a demo today

Ready to route smarter and deliver faster resolutions to customers? We can help.