Sitecore Experience Platform vs. Sprinklr Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Sitecore Experience Platform
Score 6.6 out of 10
N/A
N/AN/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
Sitecore Experience PlatformSprinklr Service
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Sitecore Experience PlatformSprinklr 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
Sitecore Experience PlatformSprinklr Service
Top Pros
Top Cons
Features
Sitecore Experience PlatformSprinklr Service
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Sitecore Experience Platform
-
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
Sitecore Experience Platform
-
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
Sitecore Experience PlatformSprinklr Service
Small Businesses
Progress Sitefinity
Progress Sitefinity
Score 7.7 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Tridion
Tridion
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Tridion
Tridion
Score 9.0 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
Sitecore Experience PlatformSprinklr Service
Likelihood to Recommend
9.0
(2 ratings)
8.5
(25 ratings)
Likelihood to Renew
-
(0 ratings)
7.5
(7 ratings)
Usability
9.0
(1 ratings)
8.0
(3 ratings)
Availability
-
(0 ratings)
9.9
(3 ratings)
Performance
-
(0 ratings)
9.9
(3 ratings)
Support Rating
9.0
(1 ratings)
9.1
(10 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Implementation Rating
-
(0 ratings)
9.0
(2 ratings)
Professional Services
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
Sitecore Experience PlatformSprinklr Service
Likelihood to Recommend
Sitecore
3 Scenarios where Sitecore Experience Platform is well suited: 1. Customized AI/ML Model development - Developing and deploying ML/AI models to automate tasks related to the process. e.g., image classification, sentiment analysis or text classification, etc.2. RPA & Chatbots - RPA scripts to automate simpler tasks and integrate with legacy systems (UI path, opensource RPA scripts). Implementation of chatbots training by human agents to respond to redundant queries 3. Data Enrichment - Structuring and enriching data using automated techniques in ML as well as human agent labeling
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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
Sitecore
  • Sitecore has a decent supply of out of the box components and capabilities that can be fairly easily styled to meet business needs without much customization needed. This often helps speed to market.
  • Sitecore has had the flexibility of offering on-premise hosting or cloud hosting to meet different needs of clients, though recently they have strongly pushed their cloud-based hosting. This is in alignment with the industry and very helpful for organizations that aren't looking to add another product to the portfolio of packages that their internal IT teams need to manage
  • Sitecore has a capable UI for editing content. Though some competition may do better in this regard, Sitecore's editing interface is fully capable.
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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
Sitecore
  • While the UI is capable, some other products in this space have a much more intuitive editing interface. Sitecore could do better in providing an easy to use editing UI.
  • It would be nice to see a fully managed Sitecore instead of just cloud hosted
  • The price falls more to the premium side of things. Making the value proposition a bit harder to justify
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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
Sitecore
No answers on this topic
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
Sitecore
Implemented for various projects such as:›Market and sales intelligence Competitor tracking Management moves Social media tracking Customized information sourcing. Use web-scraping and parsing for data harvesting where the search is keyword-based and, the content and data extractions are required from various websites•Implemented for diverse requirements:›Social media tracking›Image recognition›Pricing comparison›Competitor content mapping›e-Commerce products’ cataloging, etc.
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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
Sitecore
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
Sitecore
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
Sitecore
1. Customized software development & maintenance. 2. Technology Consulting - Consulting-based services for technology solutions data engineering or cloud solutions. 3. Used for tapping into multiple data sources such as CRM and marketing automation systems and, creating automated data extracts with a high-end visual representation of data. 4. Implemented for scheduling an existing report to automatically refresh and be delivered to specific users at a specific regular interval.
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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
Sitecore
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
Sitecore
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
Sitecore
All of these platforms have their pros and cons. Selecting the best fit is a matter aligning corporate need vs features provided. Have a .NET shop with an advanced marketing team looking to push UX forward and willing to pay a premium, then Sitecore may be the right fit. Have an organization centered around Java and only looking for basic CMS capabilities or looking for a budget-friendly option, then there may be better options beyond Sitecore.
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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
Sitecore
  • For mature marketing organizations, the analytics that Sitecore allows you to capture have been valuable in pushing forward marketing objectives and giving insight into how to tailor content for the best UX
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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