“Partners, as you all probably know, are especially critical in the contact center space… 💰 Two of our largest CCaaS deals in Q2 were both sourced by partners.” Ragy Thomas, CEO of Sprinklr, candidly shares.
Let's look closer at what makes partners so crucial for this Customer Experience Management (CXM) giant?
Sprinklr is a CXM SaaS pulling an impressive $720M in ARR. It helps businesses manage customer interactions across channels, including:
Listening customer signals on social
Connecting with customers across channels, including Contact center as a service (CCaaS)
Delivering targeted ads and content and selling across channels.
🎯 Focusing on partners
While Sprinklr began with a direct GTM, today they deeply value partners. Why?
An incredible 📍 2X+ growth in partner pipeline just this year, leading to the unveiling of their Unified Partners Program in July.
The strategy behind? Its founder & CEO explains:
“We have integrated several new types of partners, including independent consultants, referral partners, and technological solution brokers and business process outsourcing partners.“
He especially underscores the pivotal role of partners in the contact center domain, attributing largest CCaaS deals to them. Look at the slide - partners are essential in Sprinklr’s enterprise GTM.
📈 Partners accelerate service delivery
Sprinklr is leaning on service partners for implementations. Thomas projects:
“We expect our service delivery partners to take on a larger proportion of the services revenue attached in delivering our products. These transitions have now picked up steam and are happening faster than what we had previously anticipated.”
This momentum is steering their services revenue towards an impressive $60M annually.
🙏 But, as Thomas candidly admits, enabling this partnership ecosystem is an investment, both in time and resources.
“We have been investing in our partnerships, generally, and specifically, a lot more on the CCaaS side. So, companies like Accenture, like Tech Mahindra who are established players in the contact center space see this as an opportunity to take the partnership to the next level.
I've got to admit, though. It's very early for us, right? We're a disruptor… we're taking a different approach of unifying it. So there's a lot of innovation and a lot of sort of velocity in the change that's happening. So it is going to take us a few more quarters to really even get to documenting everything and enabling the partners.”
☁️ Cloud hyperscalers are also among key GTM partners
They help brands connect Sprinklr to 3rd -party software: Adobe, AWS, Microsoft, Oracle, Salesforce, SAP, ServiceNow and Google.
Just last week Google Cloud expanded its partnership to integrate Sprinklr AI+ with Google Cloud’s Vertex AI.
Today Sprinklr openly states that their continued growth hinges on their ability to scale partnerships.
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