Sprinklr (NYSE: CXM), a leading unified customer experience management (Unified-CXM) platform, has been recognized as a Major Player in the IDC MarketScape: Worldwide Contact Center-as-a-Service Software Applications 2024 Vendor Assessment (doc #US52302923, June 2024). The evaluation, which assessed 12 CCaaS vendors, highlighted Sprinklr’s superior data analytics and comprehensive AI integration.
Mary Wardley, IDC’s Program Vice President for Customer Service and Contact Center, praised Sprinklr’s analytics capabilities: “Sprinklr’s origins in social media management and its robust customer data analysis expertise are evident in its advanced analytics and cross-channel data capabilities. Organizations looking to innovate their contact center solutions should consider Sprinklr for its focus on meaningful data rather than just functional checklists.”
The IDC report noted that Sprinklr, by entering the market later, has benefited from leveraging the latest advancements. It offers AI integration across all touch points, omni-channel support, workflow automation with a headless architecture, and a Unified-CXM platform that integrates front-office functions like marketing, sales, and customer service.
Ragy Thomas, Founder and Co-CEO of Sprinklr, emphasized the transformative potential of AI in customer service: “Our recognition as a Major Player in the IDC MarketScape highlights our strength in social media management and our advanced data analytics and AI capabilities. We are committed to helping companies enhance their customer service strategies and create a unified experience.”
Sprinklr’s acknowledgment underscores its position as a leader in delivering innovative and data-driven contact center solutions.
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