Sprinklr Inc's Business Segments

Sprinklr enables the worlds largest and most beloved companies to delight their consumers.
We do this with Unified Customer Experience Management ("Unified-CXM"), a new category of enterprise software that enables every customer-facing function across the front office, from Customer Care to Marketing, to collaborate across internal silos, communicate across digital channels, and leverage a full suite of modern capabilities to deliver better, more human customer experiences at scale - all on one unified, AI-powered platform.

Connected, empowered, and with more choices than ever before, today's consumers expect to be listened to, known, and served ' not as data points, but as people ' on demand, and on the channels they prefer. They advocate and criticize on public platforms, with nearly unlimited reach, where a single comment or review can make or break a brand's reputation. How consumers choose to apply their newfound influence and who they decide to do business with are the result of one thing: their experience ' a feeling shaped by every interaction they have with a brand.
Today, companies compete primarily on the basis of customer experience. To do so, they must communicate instantly with consumers who move fluidly across dozens of channels and resolve customer pain-points in a personalized way. For large enterprises, meeting these expectations is a challenging new reality.
As enterprises scale, they become increasingly siloed. Different customer-facing departments and lines of business emerge, each with their own fragmented view of the customer, often stored in a customer relationship management ('CRM') system. These legacy systems are limited by a narrow set of structured, backward-looking customer information like names and addresses. CRM systems ignore the massive amounts of unstructured, real-time data that customers expect to inform their experiences ' the truly important, contextual and human insights customers share freely about themselves and their preferences.

UNIFIED architecture, built to address modern channel proliferation: We have created a platform that allows organizations to listen to customers and prospects, learn from them, deliver care and create more personalized experiences across more than 30 digital channels, including messaging, live chat, text, social media and hundreds of millions of forums, blogs, news, and review sites. We believe that we are the only CXM vendor that offers a single codebase architecture, designed to provide a seamless, unified experience for our customers. Our architecture ensures that our customers are always utilizing the latest and most accurate AI models, providing insights to our customers with cutting-edge speed, accuracy, and security.
MODERN listening, built for digitally led, real-time and conversational data, yielding actionable insights: Our single codebase platform was designed from the ground up to handle a massive scale of unstructured data. Our platform captures over 500 million conversations and makes over 10 billion AI predictions every day, publishes over 25 million brand messages, and handles more than 15 million customer cases every month, while also tracking 35,000 brands and influencers and managing over 2.5 billion profiles across all digital channels. We believe that the scale of our AI predictions, the scope of our digital identity management, and our conversational capabilities are unmatched in the industry.
PURPOSE-BUILT customer experience AI engine for predicting intent: We have spent nearly a decade developing sophisticated machine learning algorithms that combine techniques such as clustering, pattern-match, regressions, prioritization and instance-based triggering amongst others to predict consumer intent in real-time. Our AI engine can process millions of unstructured and structured data points ingested from myriads of channels and software applications. From there, our AI engine analyzes the data to predict sentiments and deliver actionable insights for our customers. Our years of experience, investment, and training our models have resulted in extremely high model accuracy. We believe that we have a significant first-mover advantage, helping us establish and maintain a global leadership position in Enterprise Unified-CXM AI.
COMPLETE, built for modern organizations with the full consumer lifecycle in mind: We offer a broad range of digital use cases across the front office, ranging across Research, Care, Marketing & Advertising, and Sales & Engagement. Our unified platform enables broad-based listening, seamless collaboration across the entire customer journey, skills-based workflow, customer-led governance, and timely decision-making.
RAPID deployment generates tangible, immediate ROI: Our ability to leverage our highly verticalized pre-built AI models to quickly bring high-value enterprise AI models into production use provides rapid time to value. We have deployed enterprise AI models into production use in as little as two days.
SCALABLE enterprise-grade platform: We empower the largest global enterprises to serve their customers 24/7. Our architecture is scalable and flexible to meet the demands of the modern enterprise and can be deployed quickly at scale to ingest massive amounts of data. Our Unified-CXM platform is designed to comply with the highest standards of security to serve large enterprises and public sector customers. We are certified in AICPA SOC 1 and SOC 2 and have a security framework that is PCI compliant. Our data privacy measures are designed to meet the requirements set forth under the General Data Protection Regulation ('GDPR') and the California Consumer Privacy Act ('CCPA'). We have achieved Federal Risk and Authorizations Management Program readiness status to sell our solutions to United States federal agencies.

Sprinklr Inc. offers a comprehensive suite of products and services designed to empower businesses in navigating the complexities of modern customer engagement and communication. As the landscape of customer interactions has dramatically evolved, Sprinklr provides enterprises with solutions that enable them to adapt to new consumer behaviors and preferences across various touchpoints. Below is an in-depth description of the companys segments, products, and services that align with the rise of modern channels and the changing dynamics of customer relationships.

Segments

1. Modern Research
- Listening Capabilities: Sprinklr provides tools that allow businesses to monitor social media conversations, customer feedback, and market trends in real-time. This capability enables organizations to capture valuable insights from public channels, providing actionable intelligence that can shape strategic decision-making.
- Competitive Analysis: By leveraging competitive insights, companies can understand their position in the market and identify potential opportunities or threats posed by rivals.
- Sentiment Analysis: With advanced analytics, businesses can gauge public sentiment towards their brand, products, and services, helping them to understand consumer perceptions and expectations.

2. Modern Care
- Omni-channel Customer Service: Sprinklrs solutions facilitate customer engagement on various platforms—social media, messaging apps, email, and more—ensuring seamless support experiences.
- AI-powered Chatbots and Automation: These tools enhance efficiency in customer service by automating responses to common inquiries, allowing human agents to focus on more complex issues.
- Performance Metrics: Businesses can track key performance indicators related to customer service, enabling them to measure satisfaction levels and improve service delivery.

3. Modern Marketing & Advertising
- Personalization Tools: Sprinklr helps brands create tailored marketing campaigns that resonate with individual customers. By utilizing customer data, businesses can deliver relevant content and advertisements, enhancing engagement and conversion rates.
- Content Management: Users can manage and distribute content across various channels, ensuring that the right message reaches the right audience at the right time.
- Analytics and Reporting: The platform provides comprehensive analytics capabilities, allowing marketers to assess the effectiveness of campaigns, optimize their strategies, and maximize return on investment.

4. Social Engagement & Sales
- Social Selling Tools: Sprinklr equips sales teams with the tools necessary to engage with customers directly on social platforms, enhancing the ability to drive sales through social interactions.
- Community Management: Brands can foster communities where customers can interact with each other and with the brand itself, promoting brand loyalty and advocacy.
- Engagement Metrics: Detailed engagement analytics allow businesses to measure interactions and understand customer behavior, enabling them to refine their engagement strategies continuously.

Products and Services

- Sprinklr Unified Customer Experience Management (CXM): This central hub integrates various functionalities for a holistic approach to customer experience, combining customer insights, care, marketing, and social engagement all in one platform.

- Sprinklr Modern Research: Tools that harness the power of data to monitor brand perceptions, customer feedback, and competitive landscape, transforming raw data into actionable insights.

- Sprinklr Modern Care: Designed for customer support teams, enabling efficient service delivery across multiple channels. This product enhances customer satisfaction and loyalty through timely responses and personalized interactions.

- Sprinklr Modern Marketing: A suite of marketing tools aimed at managing campaigns and advertising initiatives, focusing on targeted messaging and customer-centric strategies.

- Sprinklr Modern Advertising: Solutions that optimize ad spend through personalized advertising efforts, leveraging audience insights to drive better engagement and effectiveness.

- Sprinklr Modern Social Engagement: Tools for managing social interactions and building community engagement, essential for boosting brand loyalty and converting prospects into customers.

Conclusion

Sprinklr Inc. is well-equipped to address the demands of modern enterprises looking to adapt to the evolving landscape of customer engagement. By offering a diverse array of products and services that span research, care, marketing, and engagement, Sprinklr provides businesses with the necessary tools to not only meet customer expectations but also to thrive in a competitive market. The emphasis on personalized interactions and actionable insights reinforces Sprinklrs commitment to helping brands succeed in the age of customer empowerment.