UNIFIED OMNICHANNEL ROUTING
Improve resolution time by up to 30% using AI-powered omnichannel routing
Assign interactions across the board to the best-suited agents and ensure better, quicker resolutions with AI-powered omnichannel routing.
Understand customers better to deliver highly relevant responses
Leverage no-code interface for quick API integrations
Use easy-to-build API integrations to access real-time customer data from multiple sources — such as CRM, CDP and e-commerce platforms. Use this enriched data to improve agent assignment based on customer needs.
Infer underlying intent and sentiment using AI
Detect customer’s intent and sentiment across voice and digital conversations using Sprinklr AI — and understand their issues and needs better.
Deploy prioritization logic using drag-and-drop builder
Set up complex if-then-else logic flows using a simple drag-and-drop builder, and create customized prioritization and escalation workflows. Also, use CSAT predictions as a variable to proactively escalate conversations and avoid potential crises.
Assign cases to the best agent and enable better resolutions
Route queries to the most proficient agents
Identify the required skills for an incoming query, and route it to the most qualified agent. Put assignment strategies like round robin and quota-based assignment, to identify the last engaged or least utilized agents.
Ensure optimal capacity allocation for every agent
Assign capacity based on real workload instead of conversation count. Capacity utilization automatically changes based on channel type, customer idle time, response frequency and other performance-critical factors.
Identify the right agent for every conversation with AI
Move away from manual assignment and agent skill management. Instead, use Sprinklr AI to identify the best-suited agent for an incoming query based on their case handling history and performance on different issue types.
Simplify contact center operations and case management
Build and deploy a powerful routing logic across channels
Create an omnichannel routing logic to enable cross-channel case handling — and utilize your workforce efficiently without the need for channel-specific configurations.
Easily create and manage routing configuration with a user-friendly interface
Monitor logs, debug issues and make continuous improvements with a universal routing logic for distributed teams all from one platform — all without writing even a single line of code.
Get automated alerts related to specific queues and metrics
Monitor your support operations with a centralized dashboard. Use AI-generated alerts for critical metrics like CSAT, response time, backlog trend and more.
Frequently asked questions
Unified omnichannel routing software is a sophisticated technology that seamlessly directs customer interactions across multiple channels — like email, chat, social media and voice — to the most appropriate agent based on factors such as skill set, availability and customer history. This ensures customers receive quick, consistent and personalized resolutions on channels of their choice while optimizing resource allocation for the contact center.
The key capabilities of unified omnichannel routing software include:
- Channel integration: It consolidates customer interactions from diverse channels (email, chat, social media, voice) into a single, accessible interface.
- Intelligent routing: Uses algorithms to direct customer queries to the most suitable agent based on agent skill and availability plus customer priority, ensuring optimal match and efficiency.
- Real-time analytics and reporting: Provides insights into customer behavior, agent performance and service trends, enabling data-driven decision-making.
- Customer context preservation: Maintains a continuous thread of customer interactions across channels, offering agents complete context and history for personalized service.
- Automation and self-service options: Incorporates AI-powered self service for automated responses and faster resolutions, reducing the load on live agents.
- Workforce management integration: Works in tandem with workforce management tools to forecast demand and schedule agents.
- Compliance and security: Ensures secure handling of customer data across channels, adhering to privacy regulations and protecting sensitive information.
Unified omnichannel routing software creates a seamless journey for customers, ensuring they are routed to agents best suited to tackle their cases on their preferred channels seamlessly. It ensures customers don’t wait for long, by using strategies like quota-based assignments that involve efficient use of available agents, focusing on those who were recently engaged or least utilized. This system also eliminates manual oversight ensuring customer queries are matched with agents based on their performance history and specific expertise — all leading to quicker, more personalized service experiences.
Good to know: It’s all quite easy with Sprinklr's omnichannel routing. Quick, no-code API integrations pull real-time data across platforms while AI detects intent and sentiment, dynamically routing to the best-suited agents. See it in action with a demo today.
Yes, unified omnichannel routing software is designed to integrate seamlessly with existing systems. It connects with your contact center CRM, contact center infrastructure, email and social media management platforms — ensuring a smooth flow of data across platforms. This integration facilitates a unified view of customer interactions, enabling personalized and consistent service across all channels without disrupting your existing workflows.
Here are some of the benefits of using unified omnichannel routing software for businesses:
- Cost efficiency: Targeted routing and reduced to-and-fro limit unnecessary callbacks and quickly close service loops with minimal spending.
- Competitive edge: Personalized, seamless service across all channels makes your brand stand out, attracting and keeping customers.
- Agent morale: Agents find their work more impactful and manageable when they are equipped with AI and are assigned cases that are right for them — which eventually reduces attrition.
- Strategic insights: Data inflow from all directions renders a balanced picture of your service performance, guiding targeted improvements in quality and efficiency.
Check out how Sprinklr empowers you with real-time data from multiple sources to build a powerful omnichannel routing logic. Monitor performance, receive AI-powered alerts for critical issues, debug in real-time and polish your customer service — all through a single view.
Sprinklr resources
Learn everything about the importance of skill-based routing and how it can improve the efficiency of your customer service teams at the contact center.
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