Tech Mahindra, Sprinklr team up for AI-powered CX platform
NEW YORK, UNITED STATES — Information technology (IT) company Tech Mahindra has teamed up with customer experience platform Sprinklr to implement an artificial intelligence (AI)-powered customer experience management (CXM) platform.
The two firms will aid clients in their customer service processes. The integrated platform will allow customers to interact with customers on traditional and digital channels.
According to Vikram Nair, President of Tech Mahindra’s EMEA business, current clients expect an omnichannel platform that easily shifts between different digital and human channels.
“An effective way of supporting this is by deploying an AI-powered omnichannel Contact Center as a Service (CCaaS) platform that can support current and future needs,” he noted.
“The rise of AI and the shift to digital customer experiences represent huge opportunities for brands to break down the walls of the contact center and unify customer-facing functions,” said Sprinklr Founder and CEO Ragy Thomas.
The collaboration marks another milestone for Sprinklr, which sealed a contact center deal with Deutsche Telekom last year. By the end of this year, more than 40,000 of Deutsche Telekom’s contact center agents will use Sprinklr’s CCaaS platform.
Sprinklr also signed a pact with telecom firm BT, which will install its unified customer experience management (Unified-CXM) platform. Tech Mahindra ranked #10 in the OA500 2024, an objective index of the world’s top 500 outsourcing companies. This is an improvement from its 11th-place finish in the OA500 2023.
