Clarabridge (discontinued) vs. Sprinklr Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Clarabridge (discontinued)
Score 9.3 out of 10
N/A
Clarabridge was a solution that helped users understand how customers and employees feel about a company without having to ask. It was acquired by Qualtrics, and its capabilities are now part of the Qualtrics product suite's capabilities.N/A
Sprinklr Service
Score 8.1 out of 10
N/A
Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights. Sprinklr Service – Enables customers to interact with a brand on their preferred channel for a consistent brand experience. Empowers agents with unified/360 customer view and…
$249
per month per seat
Pricing
Clarabridge (discontinued)Sprinklr Service
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Clarabridge (discontinued)Sprinklr Service
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Clarabridge (discontinued)Sprinklr Service
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Clarabridge (discontinued)Sprinklr Service
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Clarabridge (discontinued)
-
Ratings
Sprinklr Service
8.7
1 Ratings
4% above category average
Agent dashboard00 Ratings8.01 Ratings
Validate callers00 Ratings8.01 Ratings
Outbound response00 Ratings8.01 Ratings
Call forwarding00 Ratings8.01 Ratings
Click-to-call (CTC)00 Ratings8.01 Ratings
Warm transfer00 Ratings9.01 Ratings
Predictive dialing00 Ratings9.01 Ratings
Interactive voice response00 Ratings10.01 Ratings
REST APIs00 Ratings9.01 Ratings
Call scripts00 Ratings9.01 Ratings
Call tracking00 Ratings9.01 Ratings
Multichannel integration00 Ratings9.01 Ratings
CRM software integration00 Ratings9.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Clarabridge (discontinued)
-
Ratings
Sprinklr Service
9.9
1 Ratings
18% above category average
Inbound call routing00 Ratings10.01 Ratings
Omnichannel inbound routing00 Ratings10.01 Ratings
Recording00 Ratings10.01 Ratings
Quality management00 Ratings10.01 Ratings
Call analytics00 Ratings10.01 Ratings
Historical reporting00 Ratings10.01 Ratings
Live reporting00 Ratings10.01 Ratings
Customer surveys00 Ratings10.01 Ratings
Customer interaction analytics00 Ratings9.01 Ratings
Best Alternatives
Clarabridge (discontinued)Sprinklr Service
Small Businesses
Sogolytics
Sogolytics
Score 8.9 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Clarabridge (discontinued)Sprinklr Service
Likelihood to Recommend
5.0
(4 ratings)
8.5
(25 ratings)
Likelihood to Renew
8.2
(1 ratings)
7.5
(7 ratings)
Usability
-
(0 ratings)
8.0
(3 ratings)
Availability
-
(0 ratings)
9.9
(3 ratings)
Performance
-
(0 ratings)
9.9
(3 ratings)
Support Rating
-
(0 ratings)
9.1
(10 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Implementation Rating
-
(0 ratings)
9.0
(2 ratings)
User Testimonials
Clarabridge (discontinued)Sprinklr Service
Likelihood to Recommend
Discontinued Products
The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.
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Sprinklr
Sprinklr Modern Care is great when paired with a chatbot or with larger, more complex teams that have varied skill sets or languages. It is also great for smaller, niche focus teams as it provides the majority of what all organizations will require from routing, to case assignment to governance and reporting
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Pros
Discontinued Products
  • With Engagor, it is possible to organize a large volume of mentions in different mailboxes, which is perfect for our large company. With special Smart Folders to drill down into our data, we can make it possible to organize our mentions even more in-depth, divide the workload, and optimize our workflow. This increased efficiency makes it possible to work together closely as a team, across different departments. To sum this up: the Engagor platform provides our company with the perfect foundation to optimize our entire organizational structure.
  • Another very interesting feature Engagor offers is their helpful and state-of-the-art tagging system. At NMBS we filter through large bulks of mentions and private messages on a daily basis which would be very difficult to organize without Engagor.
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Sprinklr
  • Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually.
  • Multiple management seats/levels: Sprinklr Modern Care allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account.
  • Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking.
  • Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks.
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Cons
Discontinued Products
  • User interface could be more intuitive.
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Sprinklr
  • I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
  • You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
  • I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.
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Likelihood to Renew
Discontinued Products
Extensive featureset, great customer service.
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Sprinklr
The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.
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Usability
Discontinued Products
No answers on this topic
Sprinklr
I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.
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Reliability and Availability
Discontinued Products
No answers on this topic
Sprinklr
No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.
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Performance
Discontinued Products
No answers on this topic
Sprinklr
Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.
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Support Rating
Discontinued Products
No answers on this topic
Sprinklr
I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.
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In-Person Training
Discontinued Products
No answers on this topic
Sprinklr
Our customer support team went through in-person training. I am not unable to rate.
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Implementation Rating
Discontinued Products
No answers on this topic
Sprinklr
Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.
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Alternatives Considered
Discontinued Products
We moved to Zendesk as it allowed us to have everything we needed. We didn't face FB Jail, we were able to respond to IG, FB & Twitter DMs at all times. The analytics were a bit better and we were able to do NPS and CSAT attached through our Zendesk platform
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Sprinklr
First, we had a social studio which was good in terms of functionalities but slow. After that, we had the chance to use Talkwalker & social bakers which were good tools yet not enough compares to Sprinklr
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Return on Investment
Discontinued Products
  • Well, due to the organization not truly pushing it for its value, we have struggled on this. We have seen great insight into certain projects when trying to improve certain processes or management structure and seeing the decline in those categories for term reasons/explanations but that does not truly say that the problem is fixed. You could draw a parallel but living in assumptions can cause more issues.
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Sprinklr
  • Improved self-support. Many customers are able to find answers to their questions without even posting to our community
  • Excellent peer support. Our customers excel at helping each other. We are lucky to have community members who are experts at our product and many of them are generous with their time and assist newcomers before our community managers are able to!
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ScreenShots