The 1st Automated Messaging Distribution (AMD) Platform

Digital Messaging Customer Service at Scale

  • Omni-channel
  • Single Agent Interface
  • Enterprise-scale Routing
  • Advanced Reporting

Increase customer loyalty while reducing operating costs

Incorporate messaging-based interactions into your overall engagement and service strategy and transform your contact center into a competitive differentiator.
  • Serve customers on messaging channels such as Twitter, Facebook Messenger, In-App, WhatsApp and more
  • Work within a single platform with a simple workflow that makes it effortless for agents to handle volumes across all channels you support

Make it easy for your customers to reach you and provide them with amazing service

happy customer on phone
    Our team works with your team to ensure a low-effort experience for your agents, managers, and customers.

    Know who your customer is and understand their past interactions.

    Implement a workflow that delivers conversations to the right customer service agents at the right time.

    Collect PII and verify customer identity securely to fully resolve any issue.

An Enterprise-grade Automated Messaging Distribution (AMD) platform

Enterprise contact centers operate an ACD to manage large volume customer service interactions on traditional and mainly synchronous channels like voice, live chat, and email. Similarly, our purpose-built AMD provides an unparalleled feature set for powering a scalable and cost-efficient messaging customer service operation for all digital channels.

Companies that use messaging achieve 2.9x greater annual increase in NPS and 25% greater annual growth in revenue than those who do not.

– Aberdeen, 2017

Agent Operations

Respond fast and with context

Maximize agent satisfaction and productivity with an interface built to help you easily resolve customer issues

Automatically push customer conversations to available customer service agents and eliminate confusion and overlap.

Maintain a threaded customer conversation history across social and mobile messaging channels to reduce unnecessary back and forth with the customer.


Organize and route specific high-value customers to the right agent based on key topics, issues, or other relevant information.

Keep the team up to date by communicating about key topics and trending issues within the app.

A streamlined interface keeps you focused on your customer, reducing click friction by eliminating unnecessary workflows.

Built-in automations ensure that the most urgent conversations are pushed to the next available agents.

Quickly share knowledge about key topics with the rest of the team and maintain consistency in responses.

Connect social profiles with CRM data for a complete picture of your customers.

Maintain customer trust by collecting needed confidential information via an encrypted environment.

customer profile

Build a verified customer profile across all social channels and have necessary context needed to reach full resolution.

Show that you care by setting reminders to check in or follow up with customers.

100% issue resolution without channel-hopping

As a part of the general support team at DreamHost, I expect my social media team to be able to cover most things and bring it to full resolution. Sparkcentral really allows us to take ownership of issues, regardless of where our customers are reaching out.


Sean Hubbard
Tech Support Lead, DreamHost

See Case Study

Reporting and Analytics

Measure customer satisfaction, track team performance, and use your data to optimize your team’s productivity

Get context and visibility

Separate the signals from the noise and know what is happening and why. See what topics and questions are trending and create a plan to address them and drive down response times. Understand your team performance and areas of optimization.

Making data-driven decisions in real-time

Sparkcentral’s reporting functionality and real-time metrics dashboard have given us an intuitive and simple way to keep a pulse on our social media engagement. This, coupled with Sparkcentral’s powerful workflow and routing functionality, makes for a seamless process as we take care of our customers when it matters most.

laurie jetblue

Laurie Meacham
Manager Customer Commitment, JetBlue

See Case Study

Ready To Make Your Entire Team More Effective?

When you put Sparkcentral to use you receive more than a proven platform, you also get expert guidance and playbooks designed to make your team more successful.

Request a Demo