serviceEasy and effortless, engaged and empowered — Sparkcentral enables the future of customer service. Establish a digital dialogue and empower customers with the messaging app of their choice: Agent costs go down, satisfaction goes up. Messaging at the speed of the customer: Welcome to the age of effortless CX.
72%
text someone before calling
5B
use text around
the world
89%
prefer to message
a company vs. call
20
more NPS points
than voice
Source: GSMAIntelligence, Aspect Software, Sparkcentral
Deploy Fast
Train agents in half a day. Go live and add channels within weeks, not months.
Improve Agent Productivity
A Universal Queue and an integrated Knowledge Base simplify conversation management.
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Measure Results
Analyze agent performance, track SLAs, understand volume trends, analyze sentiment through emoji clouds.
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Retain context when moving from a public social channel to direct messaging — Introduce WhatsApp for customer service — Make your web chat asynchronous and add it to your mobile apps, too —Turn your SMS notification channel into a 2-way service channel.
Messaging
WhatsApp, SMS, Facebook Messenger, Twitter DM
Social
Customer engagement on Facebook, Twitter, Instagram
Chat
Modern Live Chat in your website and mobile app
The Sparkcentral platform is powered by an Automated Message Distribution (AMD) engine: the ACD for the digital age.
A new solution for Asynchronous Messaging
The distribution of asynchronous message flows requires a new workflow.
No rip-and-replace
Our AMD sits side-by-side with your ACD. No need to remove what’s working – just add what isn’t yet.
Scale and Integration
Built to grow with your message volume, our solution integrates with your enterprise CRM, VoC, and other backend systems.
With a messaging-first strategy, you’ll cut the costs of email, phone and chat support.
Compared to Email
Compared to Voice
Compared to traditional Live Chat
Improvement in Customer Experience
Measurable through CSAT or NPS. Our customers report increases of 10-20 NPS points compared to using traditional channels such as voice or email.
Increase in Agent Productivity
Through an agent desktop built for asynchronous workflows, and optimized for maximum agent efficiency.
Reduction in Agent Attrition
Our modern UI, simple UX, and easy-to-use solution results in an improved agent experience – a critical ingredient for a great customer experience.
Sparkcentral’s Digital Customer Service Platform helps enterprises transform their customer service from a voice-centric perspective to one balancing “voice agents” with “digital agents”.
Deflect Calls to Messaging
Actively deflect calls by offering a convenient messaging option right in your IVR
Shift voice to digital agents
Do not blend your agents: yield maximum productivity by building up a team of digital agents
“We’ve grown Western Union’s social care requests by 50x in the last three years. Using Sparkcentral has enabled our team to scale seamlessly and focus on what they do best – caring for our customers!”
Karen O’Brien
VP of Global Social Media
“When we saw the collaborative workflow in Sparkcentral, it clicked – this software was built for teams like ours.”
Laurie Meacham
Manager of Customer Commitment
“Sparkcentral really allows us to take ownership of issues, regardless of where our customers are reaching out.”
Sean Hubbard
Tech Support Lead
Sign up for a demo
Just fill out our Contact form and we’ll quickly be in touch to show you a demo and answer your questions.
Discover the possibilities
During a discovery session, our experts will work with you to identify the right
pilot use case.
Operationalize your plan
Our onboarding process includes everything from agent skills to staffing to setting KPIs. You can be up and running in just a few weeks.
Launch your pilot
Watch customer satisfaction and loyalty improve, agent productivity rise, and customer service costs decrease.
