Sprinklr Service

Sprinklr Service is the contact center (CCaaS) product in Sprinklr's unified customer experience platform. It handles customer conversations across more than 30 voice, social, and digital channels, including over 25 social networks, email, WhatsApp, SMS, live chat, and carrier-grade voice through Sprinklr VoiceConnect. When a customer switches channels, the conversation history stays with them. The AI layer includes Sprinklr AI Agents for routine requests and FAQs, generative AI bots, conversational IVR, and intent and sentiment classification for routing. Agent Copilot suggests replies, summarizes cases, and pulls up knowledge articles. The product also covers AI quality scoring, conversational analytics, workforce management, surveys with predicted CSAT, and a command center for real-time monitoring. It suits large enterprises with heavy social and multichannel service volume, especially brands that already use Sprinklr for social listening or marketing. Prices are not published and are quoted through sales. A self-serve seat plan was listed earlier at $249 per seat per month, but third-party reporting says it has been discontinued, so buyers should expect an annual enterprise contract. Cost depends on modules, seats, channels, and AI usage. Integrations include Salesforce Service Cloud, Microsoft Dynamics 365, Zendesk, Freshdesk, ServiceNow, Jira, Slack, Twilio, Stripe, and Magento, plus a marketplace and APIs. The main drawback is the size of the project. Implementation takes time and services, and the platform works best when it replaces existing tools rather than sitting alongside them.