Sprinklr and Sitel Group Partner to Enhance the Contact Center with Social Customer Service

Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, and Sitel Group, one of the largest global providers of customer experience (CX) products and solutions, announced a new partnership that will help companies enhance social customer service.

“The complementary strengths of Sitel Group and Sprinklr enable us to support brands who want to go above and beyond in social care by utilizing social media and customer support in a way that truly differentiates their brand,” said Laurent Uberti, President, CEO & co-founder, Sitel Group. “Together, we already support the needs of over 20 mutual clients around the world and across several different verticals – beauty, hospitality, retail and consumer services, to name a few.”

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The global partnership creates an end-to-end set of digital services for companies in any industry, spanning solutions from social listening and engagement to social media strategy and design. With the combined expertise of Sitel Group and Sprinklr, customers can achieve:

• End-to-end social and digital capabilities – Sprinklr’s AI-powered Contact Center as a Service (CCaaS) – Sprinklr Modern Care – delivers the data and insights used by Sitel Group social customer care experts. With data from digital touchpoints, including social networks, messaging and review websites at their fingertips, Sitel Group teams can conduct qualitative and quantitative analyses to help brands provide better social customer service.
• Operational excellence – Control costs and reduce risk with guidance from Sitel Group and the ability to manage all digital channels in one Sprinklr platform. Sprinklr’s global compliance framework ensures customers have the appropriate approvals, governance rules, and moderation processes for all social media content.
• Global services – Sitel Group and Sprinklr’s combined reach enables them to provide in-language support for clients with operations in more than 100 countries.
• Strategic advantage – Through this partnership, clients can anticipate and manage crises and monitor opportunities for social selling through the social listening and monitoring capabilities of Sprinklr and Sitel Group.

“Being able to reach, engage and listen to your customers across digital channels is more important than ever before. In this environment, we’re committed to being the best unified customer experience management platform by partnering with the best,” said Doug Balut, Senior Vice President of Global Alliances, Sprinklr. “By pairing Sprinklr’s enterprise software with the industry-leading global CX solutions of Sitel Group, companies are able to deliver exceptional digital customer service and social engagement while reducing costs and mitigating brand risk.”

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