Lumen Next-Gen Voice vs. Sprinklr Service

CenturyLink SIP is an acceptable solution if you have an on-prem PBX (ShoreTel, Mitel, etc) that accepts SIP. I have found a better solution is to run two different carriers through SD-WAN (such as Bigleaf or Velocloud MSR) and use a provider like BCMOne (formerly NexVortex) to manage the SIP.

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Sprinklr Service has always been well-suited for all of the work we do. As it's all social media content, and most require responses or escalations, Sprinklr Service covers all of that. The only time I think we wouldn't need it is if we were working with a much smaller client who didn't need us to have eyes on so many platforms at once.

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• Reliable service
• Supports wide range of key features
• They do have high levels of support where you can receive real answers

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• Automated routing to appropriate teams
• Automated notifications for certain types of content or posts from certain users
• The reporting options are fantastic.
• We've integrated a chatbot seamlessly with Sprinklr modern care so our team members can pick up a conversation if our bot isn't able to provide an answer.

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• Lumen-Centurylink has suffered from many noticeable outages in the last few years - this is a blow to their reputation that they still have to recover from.
• Lumen-CenturyLink does not peer well enough with OTHER carriers - they depend on their own network to give you SIP, which means less true redundancy.
• Lumen-CenturyLink needs a better customer portal/interface to handle failover, see the real-time status, etc.

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• 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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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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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.

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.

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.

SIP service support is definitely improving. A few years ago I would have rated them a 2. Now a 7. But, Lumen still needs a better portal experience to report and see a real-time status. Also to manage SIP failover functions in a WYSIWIG/GUI interface. When Lumen's network breaks in a larger outage, there are long hold times and support is not good.

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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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Our customer support team went through in-person training. I am not unable to rate.

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.

CenturyLink [Enterprise Voice SIP] was the incumbent, so switching providers, particularly for our HQ was an overwhelming task for our small team. We did migrate from the legacy CenturyLink voice product EIPT to the new Voice Complete solution as well as upgrade our US and UK circuits along with a hardware upgrade of the managed PE routers in each location. We also decided to implement RingCentral in one of our very small international branches but the lack of features is problematic. We still have T1 service in our other international branches but are looking to go full cloud SaaS PBX there, likely through Microsoft Teams, which we already use for messaging. There are some complexities, as we can't port our numbers directly yet and need to set up an additional CUBE router for SIP. Eventually we hope to get to fully SaaS via Teams.

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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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• Faster learning
• Increased numbers of calls
• Organization of calls

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• Increased employee efficiency: Having a clear, one-stop "shop" where users can leave feedback, ask questions, and find bug fixes or workarounds has saved me (and other community managers at my company) loads of time that was once spent responding to numerous emails on an individual basis.
• Better customer service: Since everyone in the company is alerted of what's being written on our forum, it's easy to spot a high-priority issue, delegate to the person in charge, resolve it, and respond as soon as possible.

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