Sprinklr

Overview

Sprinklr offers an AI-native Unified Customer Experience Management (Unified-CXM) platform designed to help businesses manage customer interactions across various touchpoints. The platform aims to unify customer journeys and empower customer-facing teams by breaking down silos and connecting conversations.

Key Features

• Sprinklr Service — Provides tools for inbound and outbound contact centers, social customer service, live chat, and omnichannel routing.
• Sprinklr Social — Enables social publishing and engagement, social marketing for distributed teams, and employee advocacy.
• Sprinklr Insights — Uncovers real-time consumer, product, and market insights through social listening, competitive benchmarking, and surveys.
• Sprinklr Marketing — Orchestrates global marketing campaigns across social and digital channels, including content marketing and social advertising.
• Sprinklr AI — Integrates AI agents, AI Copilot, and AI+ Studio to enhance workflows, decision-making, and customer interactions.
• Unified Agent Desktop — Offers a consolidated view for agents to manage customer interactions across multiple channels.
• Conversational Analytics — Provides insights into customer conversations to improve service quality and agent performance.

Who It's For

Sprinklr is designed for enterprises and large organizations across various industries, including CPG, Financial Services, Government, Retail, Technology, Telecommunications, and Travel & Hospitality. It targets marketing teams, customer service teams, and CX teams looking to unify their customer experience management efforts.

Notable Strengths

Sprinklr is recognized by industry analysts, being named a Leader in The Forrester Wave™: Social Suites, Q4 2024, and a Strong Performer in The Forrester Wave™: CCaaS Platforms, Q2 2025. The platform's AI-native architecture is a core focus, aiming to infuse AI into every workflow, action, decision, and interaction. Its comprehensive suite of four product categories (Service, Social, Insights, Marketing) on a single platform allows for broad customer experience management.