Train

06 — CX, contact-centre & platform teams

Sprinklr training for CX and contact-centre teams

Hands-on Sprinklr training for the teams who configure, run and report on it — Agent Console and Customer 360, conversational AI and voice, Guided Workflows, AI+ Studio, quality and workforce management.

For
CX, contact-centre & platform teams
Modules
6
Delivery
On-site or remote
Length
Scoped per cohort
Request a briefHow these run

Why this programme

Sprinklr is a large platform, and most organisations licensed far more of it than their teams use. Agents work around the console instead of with it, bots get built once and never tuned, and reporting lives in exported spreadsheets.

This programme comes out of three years of hands-on Sprinklr work — configuring the console, building conversational and voice journeys, and wiring the platform into enterprise systems. Wherever access allows, it is taught in your own instance.

Curriculum

What it covers

  1. Platform foundations and Entity Studio

    Navigating the platform with confidence, then modelling entities and data in Entity Studio — the groundwork that decides whether every later configuration stays clean.

    • Navigation
    • Entity Studio
    • Data modelling

  2. Agent Console, Customer 360 and Guided Workflows

    Configuring and customising the console agents live in, extending Customer 360 through its APIs, and building Guided Workflows that walk agents through complex cases step by step.

    • Agent Console
    • Customer 360
    • Guided Workflows

  3. Conversational AI and voice

    Chatbots and Conversational IVR designed, built and tuned after launch — plus VoiceConnect and enterprise telephony integration, so voice and digital share one view of the customer.

    • Chatbots
    • Conversational IVR
    • VoiceConnect

  4. AI+ Studio and responsible AI

    Putting generative AI to work inside Sprinklr with AI+ Studio, and the governance that goes with it: guardrails, human review, and what should never be automated.

    • AI+ Studio
    • AI governance
    • Responsible AI

  5. Quality, workforce and reporting

    Quality Management and conversational analytics, workforce management for forecasting and scheduling, and reporting that answers questions without an export.

    • Quality Management
    • WFM
    • Reporting

  6. Operations, security and a capstone

    Platform operations, access control and release management — then an integrated capstone where the team builds an end-to-end use case across everything above.

    • Security
    • Release management
    • Capstone

What the team can do afterwards

  • Configure the platform without waiting on a vendor ticket
  • Model data in Entity Studio so the rest of the build stays clean
  • Ship a bot or IVR journey, and tune it after launch
  • Use AI+ Studio within governance the organisation can defend
  • Report on quality, workload and outcomes from inside the platform

Who it’s for

  • Contact-centre and CX teams rolling Sprinklr out
  • Platform admins inheriting an instance they did not configure
  • Supervisors and QA leads running quality and workforce management
  • Engineering teams integrating Sprinklr with telephony and internal systems

Prerequisites

  • Access to a Sprinklr sandbox or non-production instance
  • Configuration rights for the hands-on modules
  • No coding needed outside the API and integration work

Delivered personally by Viren Gajjar

Questions

About Sprinklr CXM Training

  • Is this official Sprinklr certification?

    No. It is independent, practitioner-led training built on three years of hands-on Sprinklr work. It complements Sprinklr's own certification paths rather than replacing them, and it is scoped to how your organisation actually uses the platform.

  • Can it be taught in our own Sprinklr instance?

    Yes, and that is the preferred way — a sandbox or non-production instance lets the team configure real journeys rather than watch a demo. Where access is not possible, sessions run on representative scenarios.

  • Do we need to cover every module?

    No. Most teams need a subset — an agent-facing cohort, a bots-and-voice cohort, or a supervisors cohort for quality, workforce management and reporting. The scoping call settles which.

Ready to scope a cohort?

Tell me the team size, their starting point and what you need them to be able to do afterwards. You’ll get a proposed shape and a fixed quote back.

Request a briefAbout Viren