SERVICE COMMAND CENTER
Experience data visualizations like never before
Get real-time visibility of contact center performance and CX levers with Sprinklr’s Service Command Center.
Leverage purpose-built, on-brand displays for real-time contact center monitoring
Be on top of KPIs and insights that directly impact CSAT. Track and manage agent and business performance in real time, and drive overall productivity.Unify reporting for a single source of truth
Get a real-time unified view of voice, digital, social as well as first-party and third-party data from 30+ sources.
Improve responsiveness with prompt visual cues
Transform insights into high-impact visualizations with custom, on-brand layouts.
Enable live monitoring with real-time data sync
Empower supervisors and managers with live data to gain real-time insights on traffic, agent availability, alerts on sudden anomalies and more.
The power of our unified platform
Now your contact center intelligence will be real-time, holistic, precise and clearly tied to business outcomes.Drive governance with secure access management
Establish governance and ensure security with user IP restrictions, Google OAuth and a password-protected Sprinklr login.
Multi-device operability
Experience a command center with displays compatible with all devices – desktop, mobile, tab, laptop or a display wall.
Remote lens for drilldowns and interactions
Unlock interactive reporting capabilities by seamlessly navigating the command center with a virtual remote on mobile or tablet devices.
Real-time crisis alerts for supervisors
Continuously monitor critical trend shifts that are relevant to your operations and social data with a scrolling "tickr.” Get alert summaries with real-time notification pop-ups.
Off-the-shelf integrations
Make use of over 50 out-of-the-box integrations to ingest customer and contact center data into the Sprinklr platform and obtain a complete view of interactions at all customer touchpoints.
Visual indicators
Configure intuitive color tags for metrics based on threshold/status values to highlight deviations from defined workflows.
Frequently asked questions
A Service Command Center provides a comprehensive overview of customer interaction data from channels such as voice, chat and social media, offering businesses crucial insights into contact center operations and channel-specific performance. Integrating AI and data analytics equips customer service supervisors and managers with real-time dashboards and customizable data visualizations to easily extract and consume performance insights. In turn, such oversight lets businesses closely align their performance with strategic business outcomes, such as improving customer retention and driving growth through improved service delivery.
The key capabilities of the service command center include:
- Multi-device operability: A service center ensures compatibility across various devices, including desktops, mobiles, tablets, laptops and display walls for flexible viewing and operation.
- Drilldowns and interactions: It facilitates interactive reporting and navigation through a virtual remote, enhancing the ability to perform detailed analyses and engage with data.
- Real-time crisis alerts: It empowers supervisors with immediate notifications of critical trend shifts through a dynamic alert system, ensuring timely responses to potential crises.
- Governance with access management: It empowers you with secure governance by implementing user IP restrictions and authentication methods to protect access.
A Service Command Center improves customer service by:
Centralizing reporting across all customer service channels, providing immediate insights into CSAT, traffic, agent availability and anomalies.
Enabling flexible staffing adjustments, ensuring enough agents are on hand during busy periods to manage high inquiry volumes, reducing wait times and customer frustration. In slower periods, it prevents overstaffing, thus optimizing operational costs and workforce management.
It uses visual cues and alerts to inform supervisors when there are deviations from standard workflows or unusual metric patterns, guiding prompt corrective actions and tweaks to service strategies.
Yes, a Service Command Center can integrate with existing systems, effectively reducing the chaos often caused by disparate point solutions. It achieves this by offering the capability to ingest both first-party data, which is data collected directly from customer interactions with your business, and third-party data, which comes from external sources. This integration enables a unified data landscape, allowing for a more comprehensive and coherent understanding of customer interactions and behaviors. Check out Sprinklr’s integrations here.
Here are some of the benefits of using a service command center for businesses:
- Single source of truth: Centralizes data, provides a reliable foundation for decisions and streamlines contact center operations.
- Revenue protection and crisis aversion: Early detection of unusual activity helps you prevent brand crisis and revenue loss — protecting brand goodwill by enabling swift corrective measures.
- Data visualization: Transforms complex insights into digestible visuals with custom layouts, improving team responsiveness and application of data across the company.
Sprinklr Command Center consolidates contact operations, directly linking you with real-time data from 30+ sources for smarter, quicker customer service decisions. Want to give it a try?
Sprinklr resources
Read on to understand the fundamentals of contact center operations, its components, benefits and best practices.
Learn More
