Sprinklr - OpenText InfoArchive Integration and Automation

Common Integration Use Cases Between Sprinklr and OpenText InfoArchive

1. Archive Social Customer Interactions for Regulatory Retention

Data flow: Sprinklr ? OpenText InfoArchive

Capture social posts, direct messages, case notes, agent responses, and moderation actions from Sprinklr and archive them in OpenText InfoArchive for long-term retention. This supports industries with strict recordkeeping requirements, such as financial services, healthcare, and public sector organizations.

Business value: Reduces compliance risk, ensures audit-ready retention of customer communications, and lowers the cost of keeping legacy social interaction data inside operational systems.

2. Preserve Closed Customer Care Cases and Conversation History

Data flow: Sprinklr ? OpenText InfoArchive

When a customer care case is resolved in Sprinklr, automatically archive the full case record, conversation transcript, attachments, and resolution metadata in InfoArchive. This creates a compliant historical record while keeping Sprinklr focused on active service operations.

Business value: Improves service system performance, simplifies eDiscovery and audit requests, and gives compliance teams a centralized archive of closed cases.

3. Retain Social Listening and Brand Monitoring Evidence

Data flow: Sprinklr ? OpenText InfoArchive

Store social listening outputs such as sentiment snapshots, brand mentions, campaign response summaries, and escalation records in InfoArchive on a scheduled basis. This is useful for organizations that need to preserve evidence of brand monitoring, crisis response, or regulated communications.

Business value: Creates a defensible record of monitoring activity, supports post-incident reviews, and enables historical analysis without retaining all raw data in Sprinklr.

4. Archive Campaign Approval and Publishing Records

Data flow: Sprinklr ? OpenText InfoArchive

Send approved social content, publishing approvals, campaign calendars, and final published versions from Sprinklr to InfoArchive after campaign completion. This is especially valuable for regulated marketing teams that must prove what content was approved and when it was published.

Business value: Strengthens marketing governance, supports compliance audits, and preserves campaign history for legal and brand review.

5. Decommission Legacy Social or Care Systems While Keeping Historical Access

Data flow: Legacy systems ? OpenText InfoArchive, Sprinklr as operational system

As enterprises migrate social engagement and customer care operations into Sprinklr, historical records from older platforms can be loaded into InfoArchive for retention and retrieval. Sprinklr handles current engagement, while InfoArchive serves as the long-term repository for legacy records.

Business value: Enables system retirement, reduces infrastructure and licensing costs, and preserves access to historical customer interaction data for audits and investigations.

6. Support Legal Hold and eDiscovery Requests Across Digital Channels

Data flow: Sprinklr ? OpenText InfoArchive, bi-directional search and retrieval

When legal or compliance teams issue a hold request, relevant Sprinklr records can be archived in InfoArchive and protected from deletion. Authorized users can then retrieve archived social posts, messages, and case records for litigation or regulatory inquiries.

Business value: Improves response time to legal requests, reduces the risk of accidental deletion, and provides a controlled retention process for sensitive customer communications.

7. Centralize Multi-Channel Customer Communication Records for Enterprise Reporting

Data flow: Sprinklr ? OpenText InfoArchive, InfoArchive ? reporting and analytics tools

Archive completed customer communications from Sprinklr into InfoArchive to create a long-term repository of interactions across social and messaging channels. This archive can then feed downstream reporting, audit, or records management processes outside the operational platform.

Business value: Gives enterprise teams a single source of retained communication history, supports governance reporting, and reduces dependency on live operational data for historical analysis.

8. Retain Escalation and Incident Response Documentation

Data flow: Sprinklr ? OpenText InfoArchive

For high-risk customer issues, crisis communications, or public complaints managed in Sprinklr, archive the escalation trail, internal notes, response approvals, and final outcomes in InfoArchive. This creates a complete record of how the organization responded across teams.

Business value: Improves accountability, supports post-incident review, and provides a reliable record for compliance, risk, and executive reporting.