Product

APIs & Integrations

Sparkcentral’s Digital Customer Service Platform integrates and interacts with other key customer service applications to exchange critical information for optimal business operations.

CRM API

Provide agents with customer information when and where they need it.

Pull in customer contact data via open RESTful API from any CRM or business application such as Salesforce, Microsoft Dynamics, or Siebel. This can include reservation systems for Travel and Hospitality companies, outage management systems for Service Providers, or inventory systems of Retailers.

Key information needed to serve your customers will be populated right on the Sparkcentral Agent Desktop. Let your agents easily update your systems with new information obtained during the digital dialogue with your customers.

ContactAttributes

Write-Back API

Create that 360-degree view of the customer to serve them best.

Our Write-back API lets you automatically write back key information to your CRM or ticketing systems, such as Zendesk, Zoho, or Oracle. The solution ensures customer interactions on digital channels are visible to your voice, email and chat agents eliminating fragmented service and frustration on behalf of customers and agents alike.

Real-time Metrics API

Get direct access to your Sparkcentral Real-time Dashboard via a convenient and secure RESTful API.

Use the API to push data such as wait times to customers, or pull key metrics from your digital customer service team into a joint dashboard combining information from your contact center. Data APIs include Inbound and Outbound Message Volume, Average Handle Time, Agent Availability, First Response Time and more.

More about reporting

Reporting Export Scheduler

Easily schedule exports from the platform UI for insights on one or multiple channels.

Obtain aggregate data on Conversations, Response Times and Tags, and drill down for granularity into every event.

Additional filter controls include Timezone, Date, Channels and Report Type. And, visualization tools can be applied to achieve custom reports, including SLA reports. Exports can be set to occur hourly, daily or weekly.

More about reporting

Proactive API

Reach out to customers before they contact you.

With our convenient and secure RESTful API, enterprises can send customer proactive messages over SMS, WhatsApp and modern live chat, and bring any responses back into the Sparkcentral platform for resolution by an agent.

Typical use cases include appointment reminders, delivery confirmation, shipping updates, order tracking, etc.

More about proactive notifications

ProactiveAPI_Screenshot

Virtual Agent Framework

Add chatbots to the platform and treat them as if they were real agents.

Sparkcentral’s Virtual Agent Framework and APIs allows you to add chatbots to the platform as if they were real agents. Virtual agents can respond to incoming messages, resolve conversations, apply topics, and more.

With our API, you can “BYOB” (bring your own bot) to the Sparkcentral platform — just provide an HTTPS endpoint. Sparkcentral will call this endpoint whenever a conversation is assigned to your virtual agent(s), and when the contact is sent a new message. If you are using a synchronous bot platform, you can immediately answer requests with a response. If you are using an asynchronous bot platform, you can also send a POST request to Sparkcentral to send a reply to a conversation.

More about our Virtual Agent Framework

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Engage in a digital dialogue with your customers and resolve 100% of their questions and issues fast, securely, without ever overwhelming your agents. When you put Sparkcentral to use you receive more than a proven platform, you also get expert guidance to make your team the most productive it can get!

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