Customer experience is no longer a “nice-to-have”; it’s mission-critical.
In fact, even one bad support interaction can push 80% of customers toward a competitor.
No wonder 80% of businesses plan to boost their customer service budgets next year.
Companies are doubling down on CX tools to keep today’s high-expectation customers happy.
Sprinklr is one popular (if complex) platform in this space.
It’s known for unified customer experience management, from social media listening to customer service – all under one roof.
But Sprinklr’s all-in-one approach isn’t a perfect fit for everyone.
This article breaks down what Sprinklr does, where it falls short (especially for call centers), and the top five Sprinklr alternatives in 2025 that might suit your needs better.
A. What does Sprinklr do?
Sprinklr is an enterprise platform for Unified Customer Experience Management.
Originally famous for social media management, Sprinklr now spans a range of CX functions across channels.
Key features of Sprinklr include:
- Omnichannel engagement
- Social listening & analytics
- Automation & AI
- Unified data & knowledge base
It’s feature-rich for sure. However, as per different review websites like G2 and Capterra, users have pointed out a few limitations of this tool:
- Steep learning curve: Sprinklr’s vast feature set can be overwhelming. Many users find the interface complex with too many settings, leading to a challenging onboarding and training process. It’s a powerful tool, but not exactly plug-and-play for new teams.
- Performance issues: With all its modules, Sprinklr can be slow or glitchy under heavy use. Some teams report frustrating bugs or lag, especially when handling large volumes of data.
- High cost: Sprinklr is enterprise software with enterprise pricing. While Sprinklr doesn’t publish prices publicly, online sources estimate their advanced plan to be at $299 per user per month, which adds up fast. Its per-seat licensing model means costs scale steeply as your team grows.
- Not specialized for call centers: Sprinklr’s roots are in social media management, not voice support. It does have a customer service module, but voice call QA and call center compliance tools aren’t Sprinklr’s focus. Dedicated call monitoring features (like automatic call scoring or speech analytics) are limited compared to specialized call center software.
- “All-or-nothing” ecosystem: Perhaps the biggest issue is Sprinklr’s rigid unified approach. To use it, you often have to replace your existing systems and move everything into Sprinklr. This rip-and-replace model can disrupt established workflows if you already use tools like Zendesk or a PBX. It locks you into one vendor, reducing flexibility.
For many contact center leaders, these drawbacks are deal-breakers.
The good news? You have options.
Some platforms offer smarter call center QA, AI analytics, and easier integration – often at lower cost.
Let’s explore the top 5 Sprinklr alternatives in 2025 and what makes each stand out.
B. Top 5 Sprinklr alternatives in 2025
| Platform | Best for | Key features | Pros | Cons |
| Enthu.AI | Small–mid contact centers, BPOs, sales, support | 100% automated QA; AI speech analytics; custom scorecards; compliance flags; CRM/dialer integrations | Full-call coverage; actionable coaching; strong compliance; easy to plug in; cost-effective | Voice-focused scope; newer brand; some advanced features still growing |
| Observe.AI | Larger teams needing performance coaching and compliance | High-accuracy transcription; real-time agent assist; auto QA scoring; coaching plans; compliance alerts | Live guidance; deep analytics; strong accuracy; enterprise-ready; CRM/telephony integrations | Pricier; learning curve; depends on recording quality; heavy for tiny teams |
| NICE CX (CXone) | Enterprises needing a full contact center suite | ACD/IVR/routing; WFM; QM; Nexidia analytics; omnichannel; AI routing/bots | All-in-one platform; advanced analytics; highly customizable; proven reliability; strong support | Complex UI; higher total cost; overkill for small teams; setup requires expertise |
| CallMiner | Teams needing deep conversation analytics and VoC | 100% post-call analytics; topic discovery; sentiment/emotion; silence/talk-over; automated QA; multi-channel | Granular insights; robust reporting; rich QA signals; scales well; integrates widely | Not all-in-one; setup/tuning needed; enterprise-level cost; post-call focus |
| Nextiva | Mid-market and growing enterprises consolidating comms + CX | Cloud phone, video, SMS, chat; contact center; real-time analytics; QA scorecards; CRM pops; basic social/reviews | Unified platform; easy to use; reliable voice; scalable; accessible entry price | Less specialized QA; advanced analytics setup; support can vary; some app glitches |
Below are five of the best alternatives to Sprinklr, tailored for call centers and CX teams.
Each of these platforms can help you elevate customer experience and call quality, without the bloat or expense of Sprinklr.
We’ll cover what each tool does, who it’s best for, key pros, and any cons to consider.
1. Enthu.AI
Enthu.AI is an AI-powered conversation intelligence platform explicitly built for call centers.
It automates call quality assurance (QA) and provides deep insights from your customer conversations.
Instead of manually sampling a few calls, Enthu’s AI analyzes 100% of calls to evaluate quality, ensuring nothing falls through the cracks.
This makes it ideal for teams looking to replace traditional random call monitoring with comprehensive coverage.
Best for: Small to mid-sized contact centers, BPOs, sales teams, and customer support teams that want automated QA and coaching without adding overhead.
Key features
- Automated QA on 100% of calls
- Compliance monitoring with real-time flags
- AI scorecards and auto-scoring
- Coaching insights with call snippets
- Sentimental and emotion analysis
- Trend detection across teams and queues
- Easy CRM and dialer integrations
- 5 free evaluations to test on your calls
Pros:
- Automated 100% call QA
- AI coaching & insights
- Compliance monitoring
- Easy CRM integration
- Cost-effective
Cons:
- Voice-focused scope
- Newer entrant
Why choose Enthu.AI?
Choose Enthu.AI if you want plug-and-play automated QA built for call centers. It’s cost-effective, delivers 100% call coverage, and gives managers quick, actionable coaching insights.
Upload Call & Get Insights
DOWNLOAD DUMMY FILE 2. Observe.AI
Observe.AI is another conversation intelligence and workforce performance platform designed to turbocharge call center QA.
It transcribes calls and uses AI to analyze them for sentiment, compliance, and coaching opportunities.
Observe.AI stands out for its real-time agent assist features. It doesn’t just score calls after the fact; it can guide agents during live calls with prompts and tips.
Best for: Customer support teams and contact centers (including in finance or healthcare) that want to improve agent performance and compliance. It’s great for larger teams focused on rigorous QA and continuous coaching.
Key features
- Speech analytics with high-accuracy transcripts
- Real-time agent assist and prompts
- Automated scoring against your QA forms
- Coaching plans with example calls
- Compliance detection and alerts
- Role-based dashboards for leaders
Pros:
- Real-time coaching and alerts
- Deep analytics and insights
- Strong compliance and accuracy
- Integration-friendly
- Scalable for enterprise
Cons:
- High cost
- Steep learning curve
- Recording quality dependency
- Not tailored for tiny teams
Why choose Observe.AI?
Pick Observe.AI if your focus is real-time coaching, compliance, and performance-driven QA. It helps large teams turn every call into a coaching opportunity with AI accuracy.
3. NICE CX (NICE CXone)
NICE CXone (often just called NICE) is an enterprise-grade CX management suite and one of Sprinklr’s closest competitors in the contact center world.
Where Sprinklr started in social media, NICE started in call centers.
It’s known for rock-solid telephony, workforce optimization, and analytics.
NICE CXone is a cloud platform that includes everything from automatic call distribution and IVR to quality management and AI analytics.
Best for: Large enterprises and organizations that need a full-service contact center platform.
Key features
- Cloud contact center: ACD, IVR, and routing
- Omnichannel handling for voice, chat, and email
- Workforce management and forecasting
- Quality management with evaluations
- Nexidia analytics for deep insights
- Extensive customization and enterprise security
Pros:
- All-in-one powerhouse
- Advanced analytics
- Highly customizable
- Proven reliability and support
- Continuous innovation
Cons:
- A steep learning curve and a complex interface
- High cost for a full suite
- Overkill for small teams
- Setup and customization require expertise
- Updates can disrupt
Why choose NICE CXone?
Go for NICE if you need an enterprise-grade, all-in-one CX suite with reliability and breadth. It’s ideal when scale, uptime, and advanced analytics are top priorities.
4. CallMiner
CallMiner is a specialist in conversation analytics and customer intelligence.
Its platform (often known as CallMiner Eureka) focuses on extracting deep insights from voice and text interactions.
Unlike some alternatives that bundle telephony or CRM features, CallMiner zeroes in on analyzing calls for trends, behaviors, and outcomes.
It’s like a microscope for your customer conversations, helping you find patterns that drive better decision-making.
Best for: Organizations that want advanced speech analytics and voice-of-customer insights. CallMiner is great for QA teams, customer experience analysts, and compliance teams.
Key features
- Post-call analytics on every interaction
- Topic discovery and root-cause insights
- Sentiment and emotion detection
- Silence, talk-over, and pace analysis
- Automated QA scoring and alerts
- Multi-channel text and voice ingestion
Pros:
- Deep conversational insight
- Powerful analytics & reporting
- Rich feature set for QA
- Integrates multi-channel
- Scalable and proven
Cons:
- Not an all-in-one solution
- Complex setup and tuning
- Pricing is custom and can be significant for large deployments
- Learning curve for interpretation
- Limited real-time action
Why choose CallMiner?
Choose CallMiner if you want granular conversation intelligence and deep analytics. It’s perfect for data-driven leaders who need insights to shape QA, compliance, and CX strategy.
5. Nextiva
Nextiva is a hybrid on this list.
It’s known as a unified communications and business phone system, but in recent years, Nextiva has also integrated customer engagement and contact center features.
The result is an all-in-one platform for business communication that now includes call center monitoring, AI analytics, and even social media management.
Nextiva presents itself as an easy-to-use alternative to oversized CX suites like Sprinklr, with a focus on simplicity and integration.
Best for: Mid-sized businesses, distributed teams, and enterprises that want to consolidate their communication channels (phone, video, SMS, etc.) and have built-in tools for customer experience and call quality.
Key features
- Unified phone, video, SMS, and chat
- Contact center routing and IVR
- Real-time call analytics and sentiment
- Custom QA scorecards and reviews
- CRM pops and journey view
- Simple setup with intuitive dashboards
Pros:
- Unified platform
- Ease of use
- AI-powered insights
- Reliable and scalable
- Affordable starting price
Cons:
- Less specialized in QA
- Advanced analytics setup
- Customer support variability
- Occasional bugs or feature gaps as they innovate
- Not focused on social analytics
Why choose Nextiva?
Pick Nextiva if you’re looking for a unified communications and CX platform that’s easy to set up, scalable, and affordable, without Sprinklr’s complexity.
Conclusion
Sprinklr is powerful but not always the right fit for call centers that need simplicity, agility, and specialized voice QA.
Its high costs, steep learning curve, and rigid ecosystem push many teams toward more tailored solutions.
The good news: in 2025, alternatives like Enthu.AI, Observe.AI, NICE CXone, CallMiner, and Nextiva provide compelling options.
Whether you need automated QA, real-time coaching, enterprise scalability, deep analytics, or unified communications, there’s a platform suited to your goals.
The key is aligning the tool with your team size, budget, and priorities.
By choosing the right partner, you can improve compliance, coach agents effectively, and deliver outstanding customer experiences.
FAQs
1. Does Sprinklr have call center capabilities?
Sprinklr does include a customer service module (Sprinklr Service) that can handle contact center tasks like messaging and even voice integration. However, it’s not a specialized call center QA tool. Sprinklr’s strength lies in omnichannel engagement and social media management. For dedicated voice analytics, call scoring, and call compliance monitoring, many teams supplement Sprinklr with specialized software (like the alternatives mentioned above) to address these needs.
2. How can AI improve call center quality assurance?
AI is a game-changer for call center QA. Instead of managers manually listening to a tiny sample of calls, AI can automatically transcribe and analyze every call. This means 100% coverage. AI-driven tools detect patterns and issues. They can score calls consistently against your criteria and even provide real-time feedback to agents.
3. Why should businesses consider Sprinklr alternatives in 2025?
While Sprinklr is powerful, many businesses find it too complex or costly for their needs. In 2025, there will be more agile tools that offer better features for specific use cases. For example, if you run a call center, you might choose a Sprinklr alternative that specializes in voice call monitoring and coaching (delivering immediate ROI in agent performance).
