Sprinklr Named a Major Player in the 2024 IDC MarketScape for Contact Center-as-a-Service Software

The report highlights Sprinklr’s capabilities including AI across all touch points, omni-channel support, deep insights, and workflow automation.

NEW YORK--(BUSINESS WIRE)--Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced that it has been named a Major Player in the IDC MarketScape: Worldwide Contact Center-as-a-Service Software Applications 2024 Vendor Assessment (doc #US52302923, June 2024). The IDC MarketScape study evaluated 12 Contact Center-as-a-Service Software vendors and recognized Sprinklr’s advanced data analytics and comprehensive AI approach.

"IDC found that Sprinklr’s early days as a leader in social media management and extensive background in customer data analysis is clearly seen in the product’s analytics capabilities including cross-channel data,” said Mary Wardley, program vice president, Customer Service and Contact Center at IDC. “Consider Sprinklr when your organization wishes to strike a bold move into a contact center offering that shifts away from ticking boxes on functionality and focuses on the data story.”

According to the report, “Sprinklr, being later to the market, has the luxury of starting with where the market has evolved to as its starting point with AI across all touch points; omni-channel support, escalation, and insights; workflow automation with headless architecture; and a unified-CXM platform for front-office functions — marketing, sales, and customer service.”

“As the IDC MarketScape points out, customer service is now a critical component for every organization. AI offers a transformative opportunity to significantly elevate experiences for both agents and customers,” said Sprinklr Founder and Co-CEO, Ragy Thomas. “We believe our recognition as a Major Player in the 2024 IDC MarketScape for CCaaS underscores our distinct advantage in social media management. With unmatched data analytics and AI capabilities, we empower companies to create an exceptional and unified customer service strategy.”

Read the IDC MarketScape Excerpt

Download an excerpt copy of the IDC MarketScape: Worldwide Contact Center–as-a-Service Applications Software 2024 Vendor Assessment HERE.

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About IDC MarketScape

IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of technology suppliers can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective suppliers.

About Sprinklr

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,700 valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 60% of the Fortune 100. Sprinklr's value to the enterprise is simple: We un-silo teams to make customers happier.