Probrand Ltd

Probrand Sprinklr Modern Care

Sprinklr Modern Care provides a unified digital & voice case management platform with seamless agent experience in a digital-first contact centre solution. Make frictionless omni-channel service a reality across 30+ channels, including live chat, social, messaging, email, SMS, voice, and video so customers can always contact on their preferred channel

Features

• Full Contact Centre as a Service (CCaaS) platform
• Deflect customers from IVR to lower cost digital channels
• Workforce Engagement Management capabilities including real time Speech Analytics
• AI powered routing to target agents based on business KPIs
• Realtime Agent Assist support across voice and digital channels
• Ability to create Self service community to reduce contact
• Single point of truth for contact centre intelligence and analytics
• Assist customers with omnichannel conversational AI bots to increase self-service
• Omnichannel built in surveys to capture customer feedback across channels
• Prebuilt connectors with Microsoft, Salesforce, Oracle, SAP & More

Benefits

• Decrease costs with AI and Automation that delivers operational efficiencies
• Increase CSAT by improving quality of interactions through contact analytics
• Discover recurring customer issues by identifying top contact drivers
• Provide a self service community with AI powered moderation
• Use robust omnichannel conversational AI bots to solve routine queries
• Pair each customer with the best qualified agent
• Give agents complete 360 customer view from unified agent desktop
• Identify training opportunities with agent performance analytics
• Serve customers 50% faster using AI and Automation
• Drive efficiencies with fully integrated Workforce Management

£213 a user a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 tenders@probrand.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

904561012890588

Contact

Paul Roman
0800262629
tenders@probrand.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: N/a
• System requirements: Access via web browser or mobile app (Android/iOS)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Sprinklr standard support offering is available 24x7 in many languages. Many queries are answered in real-time by our self service bots. Our response times will vary but are no longer than 4 hours for critical/high issues and 24 hours for all others
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Sprinklr carries out regular accessibility testing on all our services. This involves a combination of both automated checks and manual testing. Our webchat system meets WCAG 2.1 AA standards.
• Onsite support: No
• Support levels: Sprinklr standard support is detailed above. We also offer a platinum support service where the initial response time is under 30 minutes for critical issues and 2 hours for call others. Customer also get access to a designated support engineer and priority ticket management. The cost is 20% of the annual software costs; ; In addition, all customers will be assigned a customer success manager throughout the contract. Their focus will be on user and platform adoption so customer can get the most out of the system access new features as they come out. There is a premium CSM service which is detailed in the pricing document.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: To optimize use and adoption of Sprinklr software, we have built a 4 phase implementation process.; During the first two phase (Plan & Build), we will gather your requirements and build the solution based on your needs and our best practices.; During the 3rd phase (Educate), we will train your users on how to use, configure and maintain the platform, those training will be recorded and shared with you.; Finally, during the last phase (Empower), that usually lasts 2 weeks, you will start using the platform and the Sprinklr team will set-up office hours to answer your questions and make adjustment to the configuration.; Implementations are usually done online, but we can provide on-site sessions and trainings.; You will also have access to our Sprinklr University online platform that regroup a selection of online courses.; To provided additional support, you will have access to Sprinklr Knowledge base https://help.sprinklr.com/; In addition to that, Sprinklr can provide Managed Services where a consultant will help you with configuration and modification of the platform, training of your end users and adoption of the software.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Make a technical Support request and Sprinklr will provide using the most appropriate method based on the data and volumes.
• End-of-contract process: At the end of the contract, customers will be given the opportunity to export any data or reports for data retention purposes. Following that, customer login will be disabled and the account will be deleted after 90 days.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service is available via Mobile App on iOS, Android and Windows devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Sprinklr provide a User interface that is controlled with robust roles & permissions to ensure the right functionality is provided to each user.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: A selection of 10 heavily trafficked workflow paths in the Sprinklr product were chosen for testing. This involved a combination of both automated checks and manual testing on Sprinklr’s desktop platform. We used the Accessibility Insights for Web extension to facilitate testing and track assessment results.
• API: Yes
• What users can and can't do using the API: Sprinklr customers may leverage our core API in order to build out their own custom integration. Customers can also use our brand new API 2.0 (WebHooks) capabilities, that allows pub/sub mechanism.; ; RESTful APIs offered by Sprinklr use JSON format. Additionally, authentication is available via OAuth 2.0 invoking the existing user-level governance and security model built into Sprinklr. Production access is available, as is the use of a public sandbox environment for testing, with a developer portal offered to manage access to API documentation and API keys.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can build custom engagement and reporting dashboards, rules and automations, define governance, workflows and approvals all tailored to their needs.

Scaling

• Independence of resources: Sprinklr is built on scalable microservices architecture, and uses load balancing distribute loads across application servers so even at very high peak demand, performance is not affected.

Analytics

• Service usage metrics: Yes
• Metrics types: Login Count; Average Session Duration; Number of Macros Used; Number of Actions Taken; Adoption (Proactive and Reactive Publishing); Time spent per product; AI Utilisation; % of messages processed by Intuition Moderation; Number of Leads/Complaints/Compliments/Enquiries identified
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: All information stored in Sprinklr is encrypted at Rest.; • User passwords are stored hashed using SHA-256 with salt.; • Data encryption uses AES-256 symmetric encryption algorithm.; • Additionally, Sprinklr offers message level encryption as an optional feature.; • Direct access privilege to data store instances is given to database administrators only. There is no direct end-user access to data stored; end-user access is available only via the application.; • In case any data is to be destroyed as per client request or any other reason, the disposal ensures that the Information is rendered unreadable and unrecoverable.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: File exports as CSV file, or via API.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON (via API)
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON (via API)

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: Sprinklr uses commercially reasonable efforts to maintain Availability of the Platform 99.5% of the time during each calendar monthly reporting period, excluding (i) Scheduled Maintenance Windows; (ii) unavailability caused by acts or omissions of Customer or its agents; (iii) unavailability caused by network unavailability or bandwidth limitations outside of the Sprinklr network; (iv) issues arising from problems in the software, firmware or hardware of Sprinklr’s suppliers; (v) hacks, malicious introduction of viruses, disabling devices, and other forms of attacks that disrupt access to the Platform; (vi) power outages or other telecommunications or Internet failures; and (vii) events outside of Sprinklr’s control (“Availability Target”). In the case of subsections (iv) and (v), such events shall be included in the calculation of Availability if the outage could have been prevented by reasonable and customary precautions in the hosting industry, which precautions were not taken. The Availability of the Platform for a given calendar month will be calculated according to the following formula (referred to herein as the “Availability”): Where: Total minutes in the month = TMM; Total minutes in month unavailable = TMU; and: Availability = ((TMM-TMU) x 100)/TMM. Sprinklr’s records and data will be basis for all SLA calculations and determinations.
• Approach to resilience: Available on request
• Outage reporting: Public dashboard

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: IP Whitelisting, VPN, 2FA, and Sprinklr provided equipment.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: 360 Advanced
• PCI DSS accreditation date: 24/08/2021
• What the PCI DSS doesn’t cover: Live Chat Only
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC 1
  • SOC 2
  • ISO27001 for Sprinklr by end of 2022

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: SOC 1 and SOC 2 Type 2, GDPR
• Information security policies and processes: Sprinklr implements, communicates, and enforces security policies, procedures, and standards. Defense-in-depth controls are implemented to mitigate risk. Sprinklr follows an SDLC and conducts third-party penetration tests on an annual basis and runs internal SAST and DAST scans on a monthly basis. Sprinklr has Business Continuity and Disaster Recovery plans that are tested by an independent third-party on an annual basis. Sprinklr has a Detection and Response team, responsible for monitoring, identifying and responding to threats and incidents on a 24/7 basis. Sprinklr's security program is monitored continuously and policies updated annually. Independent audits conducted annually.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Sprinklr follows a Change Management Policy that includes recording and acceptance, classification, authorization, coordination and development, approval, and evaluation. All changes contain a back-out plan, a test plan, risk assignment, implementation plan, and communication plan.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Sprinklr follows Vulnerability and Patch Management Policies. Penetration tests are conducted annually by an independent third-party. Internal SAST and DAST scans are conducted monthly. Findings are tracked through remediation. Sprinklr also performs continuous vulnerability testing through HackerOne as part of its Vulnerability Disclosure Program. Critical patches applied within 7 days, High 30 days, Medium 45 days. Sprinklr monitors alerts from industry standard sources, such as US-CERT, CVE, and Operating System vendors.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Sprinklr has a Detection and Response team, responsible for monitoring, identifying, and responding to threats and incidents on a 24/7 basis.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Sprinklr has a Detection and Response team, responsible for monitoring, identifying and responding to threats and incidents on a 24/7 basis. All incidents, whether generated from alerts, internal or external entities, are tracked through resolution. Incidents are communicated to the client within the agreed MSA terms.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Sprinklr has achieved a Gold sustainability rating from EcoVadis, the world’s most trusted provider of business sustainability ratings, providing detailed assessments of businesses’ environmental, social, and ethical performance. This is the second consecutive year that Sprinklr has achieved a Gold EcoVadis rating, and the company has seen a steady increase in its scores each year.; A Gold rating means that Sprinklr scored within the top five percent of companies rated by EcoVadis. Sprinklr also scored in the top 1% of companies for its sustainable procurement process. The company was evaluated on the strengths of its actions and policies relative to Environment, Labor & Human Rights, Ethics and Sustainable Procurement.; Sprinklr’s commitment to the environment and sustainability is part of the company’s core values shared throughout the organization. Sprinklr has reduced its environmental footprint via four core practices:; The responsible installation of telecommunications networks.; The use of eco-efficient practices in the consumption of natural resources.; Promoting a circular economy in the treatment of waste through reuse and recycling.; Applying environmental criteria when procuring supplies for the business.; “Sprinklr’s EcoVadis Gold rating is a clear acknowledgement of our deep commitment to responsible, sustainable growth,” said Diane K. Adams, Chief Culture & Talent Officer, Sprinklr. “As we plan for the future, we’re prioritizing sustainability across our company and in our supplier relationships to ensure a positive impact on our environment.”"
• Covid-19 recovery:

  Covid-19 recovery

  "The World Health Organisation (WHO) uses Sprinklr to untangle the the COVID 19 infodemic and provide real time & accurate information to support the global recovery effort; ; The World Health Organization (WHO) is building a better, healthier future for people all over the world. Working with 194 Member States, across six regions, and from more than 150 offices, WHO staff are united in a shared commitment to achieve better health for everyone, everywhere.; ; As the coronavirus spread across the world, so too does misinformation about it. The world is confronting an “infodemic”– an overabundance of information that makes it hard for people to find trustworthy sources and reliable guidance when they need it.; ; WHO is in a unique position to tackle this infodemic challenge. The WHO COVID-19 Dashboard, built on Sprinklr, enables real-time analysis of the impact of the coronavirus pandemic. Sprinklr enables WHO to:; ; -Leverage an early warning detection AI enrichment to identify “hot spots” of infection, areas of confusion or misinformation -- all before they are widely reported, allowing for proactive, strategic decision making.; -Deliver verified information on COVID-19 with the WHO “Health Alert” bot available on Facebook’s Messenger to tackle the spread of misinformation across the globe; -Utilize omnichannel bots to respond, triage, and redirect citizens to information, quickly and efficiently.; -Provide real-time, comprehensive insights about the Epidemiology and response to COVID-19 at the global level with Sprinklr-designed data visualisations on the official WHO Situation Dashboard; ; All of this enables WHO to support the global recovery efforts from COVID 19. From Oliver Morgan - Director or Health Emergency Information at WHO:; “It is critically important that all countries are able to report their COVID-19 situation. The updated WHO Dashboard will now provide more comprehensive insights about the epidemiology and response to COVID-19 at the global level”
• Equal opportunity:

  Equal opportunity

  At Sprinklr, we believe that diversity, equity, and inclusion are more than what’s right: they’re what’s best for business. Our goal is to ensure that every single team member feels like they work in a judgment-free zone. We celebrate our differences in gender, race, ethnicity, age, and lifestyle preference, and embrace the infinite possibilities that those differences bring to light.; Our vision is to create a culture where we embrace each other for who we are — in a place free of judgment.; Our mission is to value and respect each other for bringing our whole, authentic self to work every day. ; Employee resource groups are essential to any healthy business culture — and at Sprinklr, ‘We Care’ affinity teams offer a safe environment for teammates to come together and discuss their experiences, interests, and ideas for making Sprinklr an even more inclusive place. Some specific examples are below:; ; We care - LGBTQ - ; Our vision is to solidify and grow Sprinklr’s safe space for employees of all gender identities and sexual orientations to show up authentically to do their best work — by offering the support, networking, and resources necessary to enhance their feeling of belonging. ; ; We Care - The Black Collective - ; Our purpose is to represent and celebrate the Black community at Sprinklr.We assist Sprinklr in becoming a best-in-class company by supporting the professional growth and well-being of Black employees — serving as an internal support system while encouraging diversity, allyship, open discussion, and inclusion at all levels.; ; We care - Women; We believe in the importance of empowering and encouraging the success of all Sprinklrites, with a focus on women through connection, programming, collaboration, and support from our allies.Our efforts include leadership opportunities; global and regional programing; resource sharing; and internal and external networking.
• Wellbeing:

  Wellbeing

  Sprinklr was selected as a recipient of the Cigna 2021 Well-Being Award for demonstrating a strong commitment to improving the health and well-being of Sprinklr employees through its robust workplace wellness program.; It’s an honour to receive this award, especially for 2021. The pandemic has presented us with many challenges, while offering us the opportunity to fine tune our well-being offerings by listening with greater care to our employees, hearing their needs, and adjusting our support systems along the way.; We know the importance of a comprehensive benefits, health, and well-being portfolio to our employees’ overall well-being, and our portfolio considers the whole employee — heart, mind, body, and soul. Some of our wellness offerings include daily live mindfulness and meditation sessions, global movement challenges through our comprehensive digital well-being platform Virgin Pulse, the Sprinklr Happier Program that helps employees build a framework for happier living, free access to the Headspace app for all employees worldwide, access to free and confidential support through the Employee Assistance Program, as well as inspirational speakers. As our CEO Ragy Thomas likes to say, we want all of our employees to be happier today than yesterday, and happier this week and month than the last.; As we consider the next chapter of well-being, we are evolving our approach to well-being to be inclusive of the following:; Further developing an environment where everyone can be at their best — personally and professionally; Promoting maximum work-life integration and flexibility; Greater investment in mental health understanding, programs, and platforms; Building capability for empathetic leadership among our managers — ensuring they listen, act with kindness, and treat each other like family; Well-being is a journey, and everyone can play a role in building an inclusive, meaningful program that helps to enable a happy, healthy organization.

Pricing

• Price: £213 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Organisations can sign up to use our Research Lite and Care Lite products. The functionality is listed on the websites and is active for 30 days after signing up
• Link to free trial: https://www.sprinklr.com/modern-research-lite/

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 tenders@probrand.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.