Sprinklr Service

Based on 46 Sprinklr Service reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Based on 88 Sprinklr Service reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.

Based on 51 Sprinklr Service reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Based on 50 Sprinklr Service reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality

Based on 55 Sprinklr Service reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress

Based on 56 Sprinklr Service reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance

Based on 44 Sprinklr Service reviews. Provide tools for live chat on one's website.

Based on 46 Sprinklr Service reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools.

Has the ability to customize look and feel of chatbot to match` company branding. 46 reviewers of Sprinklr Service have provided feedback on this feature.

Gives user the ability to analyze conversations with the chatbot and see its performance. This feature was mentioned in 45 Sprinklr Service reviews.

Based on 42 Sprinklr Service reviews. Allows users to test the efficacy of various responses through A/B testing.

As reported in 46 Sprinklr Service reviews. Allows for varying access to chatbot and admin settings, depending on user, their role, etc.

Can collect and store information from interlocators, such as email, phone number, etc. 45 reviewers of Sprinklr Service have provided feedback on this feature.

Based on 47 Sprinklr Service reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket

Based on 48 Sprinklr Service reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response

Based on 51 Sprinklr Service reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions

Based on 48 Sprinklr Service reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply

Based on 43 Sprinklr Service reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs)

Based on 48 Sprinklr Service reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Based on 46 Sprinklr Service reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives

Based on 49 Sprinklr Service reviews and verified by the G2 Product R&D team. Central repository for account and contact information

Based on 42 Sprinklr Service reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Based on 43 Sprinklr Service reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Based on 47 Sprinklr Service reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live

Based on 45 Sprinklr Service reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

As reported in 36 Sprinklr Service reviews. Make and receive calls directly in the application. Track and record calls for analysis.

Based on 39 Sprinklr Service reviews. Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web. This feature was mentioned in 42 Sprinklr Service reviews.

Based on 40 Sprinklr Service reviews. Enables users to engage with other users to solve common issues.

Based on 40 Sprinklr Service reviews. Optimizes the customer self-service experience on mobile devices

Gives the user targeted, personalized results based on their activity or preferences This feature was mentioned in 40 Sprinklr Service reviews.

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. This feature was mentioned in 42 Sprinklr Service reviews.

Automates some or all operation related tasks This feature was mentioned in 39 Sprinklr Service reviews.

As reported in 40 Sprinklr Service reviews. Utilizes artificial intelligence to improve workflows or customer experiences

Based on 41 Sprinklr Service reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Based on 67 Sprinklr Service reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Based on 75 Sprinklr Service reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.

Sends automated emails to further engage clients and potential clients. 62 reviewers of Sprinklr Service have provided feedback on this feature.

Allows for live chat to be enabled within the app for customer help. 65 reviewers of Sprinklr Service have provided feedback on this feature.

Allows agents to join a customer's browser session and navigate through the website with them. 64 reviewers of Sprinklr Service have provided feedback on this feature.

Based on 88 Sprinklr Service reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.

Based on 72 Sprinklr Service reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.

As reported in 67 Sprinklr Service reviews. Enables employees to denote potential customers.

Establishes a knowledge base for employee reference during conversations. 68 reviewers of Sprinklr Service have provided feedback on this feature.

Based on 67 Sprinklr Service reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.

Based on 73 Sprinklr Service reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

As reported in 204 Sprinklr Service reviews. Scours various channels for brand mentions to proactively seek reparative communications.

As reported in 202 Sprinklr Service reviews. Creates and assigns support tickets, scheduling them in a timely manner.

As reported in 204 Sprinklr Service reviews. Allows administrators to create templated responses to frequently asked questions.

Ability to connect agents with customers through Live Chat. This feature was mentioned in 182 Sprinklr Service reviews.

Based on 220 Sprinklr Service reviews. Connects employees with customers through a social media solution.

Based on 174 Sprinklr Service reviews. Ability to connect agents with customers through email.

Connects employees with customers through a calling solution. This feature was mentioned in 167 Sprinklr Service reviews.

Ability to connect agents with customers through text message solution. This feature was mentioned in 176 Sprinklr Service reviews.

Provides voice call functionality. This feature was mentioned in 112 Sprinklr Service reviews.

Provides an interface for one or more social media channels. 113 reviewers of Sprinklr Service have provided feedback on this feature.

Includes or integrates with live chat initiaited from the company's web site. 107 reviewers of Sprinklr Service have provided feedback on this feature.

Based on 112 Sprinklr Service reviews. Accepts contacts initiated through SMS or other mobile text functions.

As reported in 105 Sprinklr Service reviews. Allows CSRs to receive and answer customer emails.

Based on 190 Sprinklr Service reviews. Provides opportunity for customers to give feedback through a survey.

As reported in 209 Sprinklr Service reviews. Enables administrators to create customized reports reflecting customer satisfaction.

As reported in 188 Sprinklr Service reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

As reported in 184 Sprinklr Service reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Presents information about the individual being called before the call begins. This feature was mentioned in 16 Sprinklr Service reviews.

As reported in 15 Sprinklr Service reviews. Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.

Uses an algorithim to predictive when an operator will be available to handle their next call. 15 reviewers of Sprinklr Service have provided feedback on this feature.

As reported in 15 Sprinklr Service reviews. Ensures that the caller experience is seamless across their entire call.

Based on 14 Sprinklr Service reviews. Allows a supervisor to listen to a call and train in real time.

Reschedules calls within the software itself, either through a prompt or by the agent themselves. This feature was mentioned in 15 Sprinklr Service reviews.

Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. 15 reviewers of Sprinklr Service have provided feedback on this feature.

Based on 15 Sprinklr Service reviews. Decides response type by determining if voice is a human response or an answering machine.

Based on 15 Sprinklr Service reviews. Presents a prerecorded audio message when the call is answered.

Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. This feature was mentioned in 14 Sprinklr Service reviews.

As reported in 14 Sprinklr Service reviews. Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry.

Based on 14 Sprinklr Service reviews. Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications.

Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. 39 reviewers of Sprinklr Service have provided feedback on this feature.

Based on 36 Sprinklr Service reviews. Operationalizes data delivery workflows to easily scale repeatable preparation needs

As reported in 37 Sprinklr Service reviews. Provide workflows to create and escalate issues related to risks and requests

Integrates with live chat, chatbots, help desk, or other customer service software This feature was mentioned in 35 Sprinklr Service reviews.

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 34 reviewers of Sprinklr Service have provided feedback on this feature.

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took 36 reviewers of Sprinklr Service have provided feedback on this feature.

Based on 28 Sprinklr Service reviews. Automates some or all operation related tasks

Based on 27 Sprinklr Service reviews. Monitors call volume and quality to evaluate agent performance.

Has a centralized dashboard for users to interact with. This feature was mentioned in 28 Sprinklr Service reviews.

Forecasts scheduling needs based on historical data. 26 reviewers of Sprinklr Service have provided feedback on this feature.

Based on 29 Sprinklr Service reviews. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

As reported in 37 Sprinklr Service reviews. Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.

Based on 37 Sprinklr Service reviews. Ensures user access management, data lineage, and data encryption

Based on 34 Sprinklr Service reviews. Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.

Perform ad-hoc or ongoing IT audits at different levels of the company. 34 reviewers of Sprinklr Service have provided feedback on this feature.

Based on 34 Sprinklr Service reviews. Identify risk data attributes such as description, category, owner, or hierarchy.

As reported in 34 Sprinklr Service reviews. Protects data with some form of encryption as it leaves your secure or local network.

Allows administrators to set user access privileges to permit approved parties to access sensitive data. This feature was mentioned in 37 Sprinklr Service reviews.

As reported in 35 Sprinklr Service reviews. Requires a second level of authentication, such as sms messaging or customized tokens, to access data.

Records sales calls and facilitates playback 21 reviewers of Sprinklr Service have provided feedback on this feature.

Based on 23 Sprinklr Service reviews. Utilizes machine learning technology to analyze recorded sales calls

Analyzes or facilitates the analysis of recorded and stored sales calls for insight This feature was mentioned in 19 Sprinklr Service reviews.

As reported in 20 Sprinklr Service reviews. Leverages analytics to qualify and score calls in real time

As reported in 22 Sprinklr Service reviews. Leverages technology to rate or "read" recordings to determine the impact of sales calls

As reported in 19 Sprinklr Service reviews. Transcribes sales calls from speech to text

Utilizes artificial intelligence technology to discover insights within recorded sales calls This feature was mentioned in 23 Sprinklr Service reviews.

Provides tools for evaluating customer interactions This feature was mentioned in 24 Sprinklr Service reviews.

As reported in 22 Sprinklr Service reviews. Offers features for maintaining fair and consistent scoring

Generates quality and performance reports 22 reviewers of Sprinklr Service have provided feedback on this feature.

Based on 24 Sprinklr Service reviews. Tools for providing personalized feedback and coaching sessions

As reported in 23 Sprinklr Service reviews. Provides a centralized dashboard for agents to view their scores and feedback

Based on 22 Sprinklr Service reviews. Tools for educating and training agents

Integrates with other customer service or CRM software This feature was mentioned in 24 Sprinklr Service reviews.

Helps ensure customer privacy and data protection This feature was mentioned in 21 Sprinklr Service reviews.

As reported in 110 Sprinklr Service reviews. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

Based on 104 Sprinklr Service reviews. Callers can be routed to a queue or placed on hold until an agent becomes available.

Based on 106 Sprinklr Service reviews. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Based on 105 Sprinklr Service reviews. Provides some level of analytics based on keywords and vocal tones.

Has auto dialing or predictive dialing functions for outbound use. 105 reviewers of Sprinklr Service have provided feedback on this feature.

Based on 110 Sprinklr Service reviews. Includes an interactive phone menu.

Populates CSR's screen with available customer data. 102 reviewers of Sprinklr Service have provided feedback on this feature.

Maintains and shares information across channels and agents as the case progresses. 103 reviewers of Sprinklr Service have provided feedback on this feature.

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. This feature was mentioned in 104 Sprinklr Service reviews.

Based on 102 Sprinklr Service reviews. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. 113 reviewers of Sprinklr Service have provided feedback on this feature.

As reported in 104 Sprinklr Service reviews. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

Based on 115 Sprinklr Service reviews. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Enables the creation of an internal repository of knowledge articles This feature was mentioned in 37 Sprinklr Service reviews.

Based on 35 Sprinklr Service reviews. Provides workflows for writing, editing, approving, and publishing knowledge article content

Helps users understand which knowledge articles are working and identifies areas of improvement 41 reviewers of Sprinklr Service have provided feedback on this feature.

Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query This feature was mentioned in 35 Sprinklr Service reviews.

Analyzes customer support tickets or conversations to suggest relevant knowledge articles This feature was mentioned in 33 Sprinklr Service reviews.

As reported in 35 Sprinklr Service reviews. Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues

Customize your chat workflows with rules and automations. This feature was mentioned in 47 Sprinklr Service reviews.

As reported in 47 Sprinklr Service reviews. Control who the chatbot converses with (and when).

Has the ability to connect interlocator with a human agent when the need arises. 47 reviewers of Sprinklr Service have provided feedback on this feature.

Can provide interlocators with menus, through which they can choose a relevant response. This feature was mentioned in 45 Sprinklr Service reviews.

Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. This feature was mentioned in 44 Sprinklr Service reviews.

Based on 25 Sprinklr Service reviews. Offers complete visibility into agent availability to efficiently create and manage schedules.

Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. This feature was mentioned in 25 Sprinklr Service reviews.

As reported in 27 Sprinklr Service reviews. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.

Allows agents to set their own preferences, request time off, and trade shifts. This feature was mentioned in 26 Sprinklr Service reviews.

Allows users to access the software using mobile devices. 25 reviewers of Sprinklr Service have provided feedback on this feature.