Headquartered in New York, Sprinklr offers a CX management platform that allows companies to manage how customers experience their brands via external channels, including social media.

Miami-based Sitel Group offers digital and voice-based CX tools and services.

Through the global partnership, the companies aim to create a set of digital services, including social listening and engagement tools, social media strategy and design.

As part of the union, Sprinklr’s contact centre will offer data and insights for Sitel Group to conduct qualitative and quantitative analysis, including data from social networks and review websites.

Laurent Uberti, president, chief executive and co-founder, Sitel Group, said: “The complementary strengths of Sitel Group and Sprinklr enable us to support brands who want to go above and beyond in social care by utilising social media and customer support in a way that differentiates their brand.”

Pairing Sprinklr’s enterprise software with the CX solutions of Sitel Group will also mean companies can “reduce costs and mitigate brand risk”, added Doug Balut, senior vice-president of global alliances, Sprinklr.