Customers Red Heart on Apple iOS 12.2 service
that fits their lifestyle

Easy 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.

Get a Demo

Customers want to message you.
Let them.


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

Manage Messaging, Chat and Social with one Digital Customer Service solution.

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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Connect on the channels your customers like to use most.

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

Learn More

Social
Customer engagement on Facebook, Twitter, Instagram

Learn More

Chat
Modern Live Chat in your website and mobile app

Learn More

Choose an enterprise-grade solution.

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.

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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.

When customers use messaging,
your support costs go down.

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

When you let your customers message with your agents, both will become fans for life.

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.

Digital transformation takes time. Fast-track it with messaging.

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

See how


Shift voice to digital agents

Do not blend your agents: yield maximum productivity by building up a team of digital agents

Read More

We’re trusted by some of the world’s most trusted brands.


“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

It’s easy to get started with Asynchronous Messaging by Sparkcentral


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.