SOFTCAT PLC

Sprinklr Unified Customer Experience Management

Sprinklr is an AI-powered customer experience management (CXM) platform designed to help enterprises manage and improve interactions with customers across multiple digital channels. It unifies marketing, advertising, research & insights, customer service, and social engagement into one platform

Features

• Unified Customer Experience
• Cross-functional integration across marketing, insights, service, publishing.

Benefits

• Publish content on multiple channels at once from multiple devices.

• Education pricing available

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

799098928672570

Contact

Public Sector Tenders
01628 403403
psitq@softcat.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
  • Customer service
  • Contact centre

  Advertising

  • Advertising Measurement
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Planned maintenance windows are scheduled to minimize disruption. Performance depends on stable internet connectivity, as Sprinklr is accessed via the cloud. Integration with legacy or highly customized on-premise systems may require additional configuration. Support services are primarily aligned with enterprise contracts and may vary by tier. Data governance and compliance features require proper setup to meet regulatory standards.
• System requirements: N/A

User support

• Email or online ticketing support: Yes
• Support response times: Sprinklr provides 24x7 technical support through a structured ticketing process, with response timelines based on severity levels and enterprise support packages.; ; Standard Support: 24x7 ticketing, severity-based response times, access to knowledge base.; Premium Support: (Extra Cost)Dedicated support manager, faster SLAs
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: No
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Available on request
• Onsite support: No
• Support levels: Service Levels: https://prod2-sprcdn-assets.sprinklr.com/50400/7cc23194-7bcd-468f-8451-5d342f18f4c9-630596604/USA_Service_Level_Agreement_(V.pdf; Support and Success Package: https://prod2-sprcdn-assets.sprinklr.com/50400/803c31b8-422d-4580-b1f7-7a6b1f673e8c-903459437/Support_Success_TAM_Packages_2.pdf
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Sprinklr’s onboarding process is tailored to user personas and is designed to accelerate time-to-value. New users are guided through a step-by-step, in-platform onboarding journey that includes interactive tutorials, hands-on exercises, and progress tracking. The onboarding experience is personalized based on the user’s role (e.g., Social Media Manager, Community Manager, Analyst), ensuring relevant features and workflows are introduced. Users can revisit onboarding modules at any time for continued learning and support. Is there anything else I can help you with?
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats: Training Recordings from the implementation Services
• End-of-contract data extraction: You can extract data from Sprinklr after your contract by using several export options:; ; - Export data from reporting dashboards or widgets in formats like Excel, PDF, PNG, or PowerPoint. You can also schedule exports to automate downloads and send reports via email or to external storage (FTP/SFTP/S3).; - Use Reporting APIs to fetch data programmatically from dashboards and widgets.; - Utilize the Unified Data Connector to create, schedule, and customize data extracts, with options for manual or scheduled runs, custom columns, and various file formats (CSV, JSON, XML).
• End-of-contract process: At the end of the contract, and in accordance with the Master Service Agreement (MSA), the account is deactivated and a fully automated data deletion process is initiated. All customer data stored on the platform is permanently deleted within 21 days and cannot be recovered. Customers may export their data within 30 days of termination using the platform APIs. For any questions, The support team will offer Q&A assistance without any additional costs. Our partners can provide chagerable support to help extract data.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Sprinklr mobile is designed for speed and convenience, enabling users to manage content, respond to customer queries, and receive push notifications while on the move. Its streamlined interface supports quick publishing and remote agent access but offers limited workflow configuration. The desktop version provides the full enterprise suite, including advanced analytics dashboards and complex workflow automation. It also supports deeper customization and integrations with enterprise systems. In short, mobile emphasizes agility and accessibility, while desktop delivers comprehensive functionality for managing large-scale customer experience operations.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Sprinklr provides a unified interface designed for managing customer experience across marketing, service, publishing and insights. The interface is web-based and accessible via desktop and mobile, offering customizable dashboards, intuitive navigation, and omnichannel views. Users can publish content, monitor conversations, analyze sentiment, and automate workflows from a single platform. The design emphasizes collaboration, allowing cross-team visibility and streamlined case management. Real-time analytics and reporting are integrated directly into the interface, enabling quick decision-making. With role-based access and governance controls, the Sprinklr interface balances usability with enterprise-grade compliance, ensuring efficiency and security for global organizations.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Available on request
• API: Yes
• What users can and can't do using the API: Users can set up Sprinklr through the API by registering on the Sprinklr Developer Portal, generating API keys and secrets, and authenticating via OAuth 2.0. Once authenticated, they can configure endpoints to deliver messages, push or pull profile data, manage assets, or access reporting and listening insights. Making changes through the API involves sending RESTful requests in JSON format to update campaign details, modify user profiles, adjust workflow rules, or export analytics data. Limitations include the need for enterprise-level contracts to access APIs, governance restrictions that enforce role-based permissions, and compliance requirements that may restrict certain data operations. Additionally, customization is bounded by available endpoints—complex workflow or UI changes must be handled within the Sprinklr platform rather than solely through APIs. Rate limits may apply to prevent system overload, and integration with legacy systems may require additional configuration. In summary, Sprinklr’s APIs provide powerful integration and automation capabilities, but setup and changes are constrained by enterprise licensing, governance rules, and endpoint availability.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Sprinklr offerings can be customised to fit enterprise needs across marketing, service, and insights. What can be customised includes dashboards, workflows, publishing calendars, reporting templates, governance rules, and integrations with CRM or advertising platforms. Users can also tailor sentiment analysis, case routing, and automation rules to match business processes. How users can customise is through Sprinklr’s unified interface, where administrators configure role-based permissions, set up workflows, and design dashboards. APIs allow deeper integration with external systems, while configuration tools enable custom reporting and publishing strategies. Who can customise depends on governance: typically system administrators, IT teams, or designated Sprinklr platform owners within an organization. End users can personalise dashboards and notifications, while administrators manage enterprise-wide settings. This layered approach ensures flexibility for individuals while maintaining compliance and control at the organizational level. In summary, Sprinklr customisation spans from personal dashboard tweaks to enterprise-scale workflow automation, empowering both users and administrators to adapt the platform to their specific requirements.

Scaling

• Independence of resources: Sprinklr guarantees users aren’t affected by others’ demand through multi-tenant, cloud-native architecture with built-in scalability and isolation controls, scalable cloud infrastructure, tenant isolation, load balancing, and strict governance controls, ensuring consistent performance even under heavy usage.

Analytics

• Service usage metrics: Yes
• Metrics types: Only Usage Metrics (Audit Log)
• Reporting types: Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Sprinklr

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Users can export data from Sprinklr through its reporting and analytics modules or via APIs. Exports are typically initiated from dashboards or scheduled reports, allowing teams to download campaign metrics, customer interactions, or case data. Administrators can configure export settings, select data ranges, and choose formats. For advanced needs, Sprinklr’s APIs enable automated extraction into external systems.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • JSON
  • PDF
  • ZIP
  • PNG, PPT
  • SFTP, FTP, S3
• Data import formats:
  • CSV
  • Other
• Other data import formats: XLSX

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Service Levels: https://prod2-sprcdn-assets.sprinklr.com/50400/7cc23194-7bcd-468f-8451-5d342f18f4c9-630596604/USA_Service_Level_Agreement_(V.pdf
• Approach to resilience: Available upon request
• Outage reporting: "Sprinklr reports outages through a combination of proactive communication channels and monitoring tools designed to keep customers informed. The company maintains a public status dashboard, where users can view real-time information about platform availability, ongoing incidents, and scheduled maintenance. This dashboard provides transparency into the health of core services such as publishing, reporting, and customer engagement. In addition, Sprinklr offers an API that allows enterprise customers to integrate status updates directly into their own monitoring systems, ensuring automated visibility into service disruptions. Customers also receive email alerts whenever there are outages, performance issues, or maintenance events that may affect their operations. These alerts are sent to designated administrators and stakeholders, enabling them to take immediate action or communicate internally. Together, the public dashboard, API integration, and email notifications ensure that users are promptly informed of any outages and can plan accordingly. Sprinklr’s approach emphasizes transparency, reliability, and customer trust by providing multiple reporting mechanisms to minimize disruption and maintain confidence in the platform.; "

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Other user authentication: "Sprinklr supports username/password, SSO via identity federation, and MFA for secure authentication.; "
• Access restrictions in management interfaces and support channels: "Sprinklr has established controls to ensure that access to the production environment is ; restricted to those who require access based on role and business justification.; ; Authentication for the Sprinklr production network is separate from all other environments. Administrator accounts are unique, and all accounts are subject to strict password complexity and change requirements. Shared accounts are not allowed in the environment. The Senior Manager of Cloud Engineering or delegate approves the assignment of production access permissions to users based upon their job responsibilities. "
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Multi-Factor Authentication (MFA)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 27001, SOC 2, and FedRAMP
• Information security policies and processes: "Sprinklr follows a comprehensive set of information security policies and processes designed to protect customer data and ensure compliance with international standards. Its governance framework is aligned with ISO 27001, SOC 2, and FedRAMP, covering areas such as access control, data protection, incident response, and vulnerability management. Policies include strict role-based access permissions, use of single sign-on (SSO), and continuous monitoring of user activity to detect anomalies.; "
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Sprinklr tracks all service components through centralized configuration management databases, ensuring lifecycle visibility. Changes undergo formal review, including risk and security impact assessments, before deployment. Automated workflows enforce approvals, rollback plans, and audit trails to maintain compliance and minimize disruption.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: "Sprinklr conducts monthly vulnerability scans and uses the results to prioritize remediation activities based on risk. Weekly and monthly security dashboards are generated and reviewed by senior management to inform security decisions; ; Sprinklr maintains a Vulnerability Management Standard, the principles of which are available to review in Sprinklr's Security Manual. To review the Security Manual, please contact your account representative or visit trust.sprinklr.com"
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Please visit trust.sprinklr.com
• Incident management type: Undisclosed
• Incident management approach: Please visit trust.sprinklr.com
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Monday 8 April 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Monday 8 April 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SecurityMetrics
• PCI DSS accreditation date: Friday 10 January 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E9fd5f85-7cd1-4ff2-aba9-6f9f5f225b1b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 181966c9-f0aa-42ed-9271-d1b111bdf43b
• Other security certifications: Yes
• Any other security certifications: Security Standards dependant on the vendor solution

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.