Case Study: DirecTV improves contact center confidence and omnichannel CX leadership with Sprinklr

The next era of CX leadership begins on the contact center floor

DIRECTV faced the challenge of helping new contact center agents build confidence quickly, while also giving supervisors better ways to manage growing volumes of voice, chat, email, and social interactions. The team had experience using Sprinklr to handle omnichannel customer service, and needed a more supportive, unified approach for training and frontline operations.

Sprinklr helped DIRECTV implement Sprinklr Sandbox for risk-free agent practice and Sprinklr Service for early warning alerts and proactive supervisor check-ins. The result was stronger agent confidence, reduced attrition, and faster intervention when cases stalled or calls ran long, while supervisors gained real-time insights and could make better decisions across channels.

DirecTV

Trace Driggers

Technical Project Manager