Sprinklr CCaaS

Sprinklr CCaaS

How Sprinklr compares to the Gartner Magic Quadrant CCaaS leaders.

CCaaS Matrix link to provider's Genesys Cloud Provider Sprinklr NICE CXone Pathnder prole (PureCloud) HQ Supplier's headquarters New York City, New York Daly City, CA Sandy, UT number of in-house # Employees 3,000 5,000 6,500 employees Year supplier began 1st Year Offering CCaaS offering contact center 2021 2015 1997 services Privately owned or Public / Private Public: CXM Private Public: NICE publicly traded Can the CCaaS solution be sold without bundling Sold Standalone? Yes Yes Yes UCaaS offering (if applicable)? # of seats or MRC Minimum Seat Count / minimum required to 10 seats 30 seats $2,000 MRC MRC engage Ideal opportunities for the Sweet Spot 50+ seats 25-5,000 seats 25-5,000 seats provider Named (one for every agent) Concurrent Concurrent (shared Concurrent Available Pricing Models between agents, i.e. Concurrent Named working in shifts) Named Usage-Based Usage-Based (pay by hour, per minute, or per chat) How supplier charges per- round up to next full Usage Billing bill in 6 second increments bill in 6 second increments minute usage minute # of concurrent call paths Ports / Call Paths n/a unlimited 3 ports per agent license Does the supplier have a Proprietary Cloud PBX telephony solution for Yes Yes No Option Available back ofce (non-agent) personas? UCaaS providers who can Momentum Telecom, UCaaS Resellers No 8x8, Lumen, Verizon resell the CCaaS solution RingCentral, Verizon

Brand Embassy, Companies acquired and ContactEngine, GoMoxie, Key Acquisitions integrated into the VoiceZen Interactive Intelligence Mattersight, MindTouch, supplier's offering Satmetrix APAC: Melbourne, APAC: Mumbai, Seoul, Singapore, Sydney, Tokyo, Sydney, Tokyo Osaka Location of supplier's data EMEA: Dublin, Frankfurt, EMEA: Frankfurt, London, centers London Manchester, Munich APAC: Asia-Pacic Third Party: Sprinklr LATAM: Rio De Janeiro, LATAM: São Paulo leverage multiple cloud São Paulo Datacenter Locations EMEA: Europe, Middle partners for connectivity, NA: Culpeper, Dallas, Los East, Africa including AWS, Azure, NA: Canada, Ohio, Angeles, Miami, Montreal, GCP, and Twilio. Oregon, Virginia Toronto LATAM: Latin America UAE: Dubai Third-Party: Genesys is NA: North America hosted on AWS cloud and Africa: South Africa in leverages the AWS Cloud PROGRESS footprint in California, Oregon, Ohio and Virginia. India: in PROGRESS Can customer leverage Yes Yes third-party SIP trunk carrier for phone Additional NRC: No Additional NRC: No lines/numbers? Yes BYOC (Bring Your Own Additional MRC: Yes, once Additional MRC: Yes If so, is there an additional Additional NRC: Yes Carrier) BYOC minutes allotment NRC or MRC cost? is exceeded. Redundancy Strategy: Additional MRC: Yes Recommend leveraging If applicable, note Redundancy Strategy: diverse carriers to ensure recommended BYOC pending redundancy. redundancy strategy. Inbound Voice, Outbound Inbound Voice, Outbound Inbound Voice, Outbound Voice Options available voice channels Dialer, Queue Call Back Dialer, Queue Call Back Dialer, Queue Call Back Agentless, Manual (TCPA Agentless, Manual (TCPA Agentless, Manual (TCPA Voice: Outbound Dialer Types of outbound dialers Compliant), Power, Compliant) (third-party), Compliant), Power, Options offered by vendor Predictive, Preview, Power, Predictive, Predictive, Preview, Progressive Preview, Progressive Progressive Chat (Agent), Co-browse, Chat (Agent), Co-browse, Email, Fax, Work Item Email, Fax, Generic Object, Routing (Generic Object), Chat (Agent), Co-browse, MMS (Inbound), MMS non-voice options for MMS (Inbound), MMS Email, SMS (Inbound), SMS Digital Channels (Outbound), Queue Call communication offered (Outbound), SMS (Outbound), Social Media, Back, SMS (Inbound), SMS (Inbound), SMS Video (Outbound), Social Media, (Outbound), Social Media, Video Video (third-party) Apple Business Chat, Apple Business Chat, Facebook, Instagram, Facebook, Instagram, Social media and related Facebook, LINE LinkedIn, X (Twitter), LinkedIn, Twitter, WeChat, Social Channels applications that vendor Messaging, Instagram, X WeChat, WhatsApp WhatsApp, YouTube can intelligently queue (Twitter), WhatsApp Full List Full List Does contact center solution include customer Native CRM Included Roadmap No Yes relationship management capabilities natively? Is solution provider participating in Microsoft Microsoft Teams Certied Teams Connected contact Roadmap Yes Yes center certication program?

Pre-built: eGain, Freshdesk, HubSpot, Pre-built: Bullhorn, Kustomer, Microsoft Microsoft Dynamics, Pre-built: Freshdesk, Dynamics, Microsoft NetSuite, Oracle, Microsoft Dynamics, Teams, Oracle, Salesforce, Salesforce, SAP, Microsoft Teams, Oracle, SAP, ServiceNow, ServiceNow, Slack, Salesforce, ServiceNow, SugarCRM, Zendesk, Zoho Zendesk, more Slack, Zendesk, more 3rd-party SaaS solutions Cloud App Integration the supplier has integrated Integration to other Integration to other Integration to other with systems may be possible systems may be possible systems may be possible via API but will require via API but will require via API but will require additional scoping and additional scoping and additional scoping and professional services fees professional services fees professional services fees to implement. Examples to implement. Examples to implement. include EPIC (through include EPIC (through Acqueon partnership), Acqueon partnership) More info Database of 3rd-party applications vendor can source and has established Enterprise App Store n/a Yes Yes pre-built integrations with to augment native functionality Agent Assist, Agent Coaching (QA), Chat Bot, Agent Assist, Agent Personality Routing, Real- Coaching (QA), Chat Bot, time Sentiment Analysis, Personality Routing, Real- Voice Bot (IVA), WFM, Agent Assist, Agent time Sentiment Analysis, Workow Automation Coaching (QA), Chat Bot, Voice Bot (IVA), WFM, (RPA) Personality Routing, Real- Articial Intelligence AI capabilities available Workow Automation time Sentiment Analysis, Offering through CCaaS vendor (RPA) Conversational AI, Voice Bot (IVA), WFM, Conversational Analytics, Workow Automation Genesys AI assists with AI+ (Sprinklr + OpenAI's (RPA) forecasting to optimize the Generative AI), Product resources required to Insights AI, Location meet service needs. Insights AI, Intuition Moderation AI Does provider leverage a proprietary/native Native (voice connectivity Platform platform or leverage a Native Native provided via third party) platform via third-party partnership? Workforce Optimization (WFO) includes Proprietary WFO; partner Workforce Management with Teleopti, Verint (WFM) - agent scheduling Proprietary WFO; can Workforce Optimization (Monet), and others and forecasting - as well as Proprietary integrate with any 3rd- Offerings through AppFoundry; Quality Monitoring (QM) - party solution integration with 3rd-party recording analytics, solutions customer surveys, coaching tools. provider will sell WFO WFO Offered Standalone No No No standalone FedRAMP, GDPR, HIPAA, Regulatory compliances CCPA, FedRAMP, GDPR, Compliance CCPA, GDPR, PCI, SOC 2 HITRUST, ISO 27001, ISO the supplier meets HIPAA, PCI, SOC 2, TCPA 27018, PCI, SOC 2, TCPA Key customer wins Carmax, Empire Today, Notable Clients (references available upon Available Upon Request Case Studies LinkedIn, Valvoline request)

Verticals in which supplier Finance, Healthcare, Energy/Utilities, Finance, Top Customer Verticals has historically had the Media, Retail, Technology Manufacturing Healthcare, Hospitality most success On-Site Implementation / Does the supplier charge Yes Yes Yes Training extra for these services? Implementation Description or link Available Upon Request Implementation Overview Available Upon Request Overview providing further detail does provider integrate with external Knowledge Base(s) or offer its own Integrated Integrated Integrated Knowledge Base for Knowledge Base customer to populate the Native Native Native CCaaS platform to reference in AI or Agent Assist situations? Genesys Cloud CX platform is engineered to deliver 100% availability All deployments use at least three Amazon availability zones in an Industry leader with active-active-active robust omni-channel and unique features of the Differentiators pending architecture, and are load- workforce optimization provider balanced across multiple solutions, including speech AZs analytics and AI If issues are detected, the trafc is spread across the remaining healthy Genesys Cloud CX instances