Sprinklr and Sitel Group Team Up to Strengthen Social Customer Service

Unified customer experience management platform Sprinklr has partnered with Sitel Group to help businesses boost their 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. 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, ” said Laurent Uberti, President, CEO & co-founder, Sitel Group.

The partnership brings together a comprehensive set of digital tools and services, such as social listening and social media strategy. With the combined knowledge and experience of both Sitel Group and Sprinklr, clients can expect to achieve the following:

  • End-to-end social and digital capabilities – Sprinklr's AI-powered Contact Center as a Service, Sprinklr Modern Care, provides Sitel Group's social customer care specialists with data and analytics. By having access to data from various digital channels such as social media, messaging apps, and online review sites, the Sitel Group team can carry out quantitative and qualitative analysis to enable brands to deliver more effective customer service on social media.

  • Operational excellence – The partnership enables companies to lower their expenses and minimize risk through expert guidance from Sitel Group and to handle all digital channels using a single platform - Sprinklr. In addition, Sprinklr's global compliance framework guarantees that customers will have the necessary approvals, governance regulations, and moderation procedures for all social media content.

  • Global services – With their combined reach, Sitel Group and Sprinklr can provide in-language support to clients in over 100 countries.

  • Strategic advantage – By using the social listening and monitoring capabilities of both platforms, clients can anticipate potential crises and identify opportunities for social selling.

US Customer Experience Awards 2023

“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. 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,” said Doug Balut, Senior Vice President of Global Alliances, Sprinklr.

In early December, Sitel Group partnered with Genesys to help companies accelerate their digital transformation journey.