Sprinklr Integrates With Amazon Connect

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Sprinklr has integrated its Sprinklr Modern Care with Amazon Connect to unify the contact centre.

With this integration, Sprinklr customers can now add voice services with Amazon Connect, and Amazon Connect customers can access a complete Unified-CXM platform from Sprinklr to give agents a 360-degree view of company conversations across more than 30 internal, digital, and social channels.

“With Sprinklr and Amazon Connect, brands can better understand and optimise interactions with customers across any channel,” said Doug Balut, senior vice president of global alliances at Sprinklr.

“When a consumer expresses a sentiment about a brand on any channel—social media, messaging, in-app, live chat, email, etc.—Sprinklr captures that information for analysis and action by marketing teams. By integrating Sprinklr and Amazon Connect, customers can now link contact centre operations to all of that customer experience data. The contact centre becomes an integrated part of the complete marketing, social, eCommerce, and unified care operation. This integration opens nearly unlimited use cases for complete customer experience management.”

Integrating Sprinklr with Amazon Connect will also enable automated communication via chat bots, voice bots, interactive voice response (IVR) deflection, and conversational AI.