Product

Automated Message Distribution

Digital customer service through asynchronous messaging channels needs a different kind of solution in your contact center.

Get a Demo

The AMD is the core of the Sparkcentral solution

At the core of the Sparkcentral Digital Customer Service Platform sits an Automated Message Distribution (AMD) engine that supports high-growth message volumes – the “ACD* of the modern messaging world”.

*Automated Call Distribution

Sparkcentral’s AMD coexists with a traditional ACD in the contact center and does not require any rip-and-replace. It is best-of-breed for anyone wanting to excel in digital customer care.

It integrates seamlessly into the enterprise contact center by synchronizing all digital interactions with your CRM system, offering a 360-degrees view of the customer.

What does an AMD do?

Manage asynchronous workflows 

The Automated Message Distribution (AMD) architecture enables an enterprise to handle customer care on chat, social, and messaging — the key group of digital channels of the future — with a truly asynchronous (session-free) agent workflow.

Increase message throughput

This workflow enables customer service agents to handle vastly more conversations per hour — compared to session-based workflows implemented in most ACDs and chat solutions.

Work at the customer’s pace

Sparkcentral’s asynchronous workflow means customer care teams are able to reply to questions promptly while allowing customers to respond at their own pace without being timed out, having to restart with a new agent, or repeat themselves.

Key components of the Sparkcentral
Digital Customer Service Platform

Productive Agent Desktop

Digital agents get an easy-to-use Web-based Agent Desktop with a universal queue to centrally manage all messaging channels.

Learn More

icon-blue-bubblewithstar

AI Virtual Agent Framework

The solution features a Virtual Agent Framework to let AI-powered chatbots collaborate with live agents in a way that yields highest agent productivity and best customer experience.

Learn More

Reporting & Analytics

Together with powerful Reporting & Analytics and a built-in Knowledge Base, Sparkcentral is the complete package for digital customer service. 

Learn More

Sparkcentral Differentiators

Manage all channels with one Universal Queue

 

A universal queue that bundles all digital channels in one place, vs. having to rely on specialized tools for social, chat, and messaging.

Synchronize web chat with in-app chat

 

Most vendors treat web-based and app-based live chat as completely separate channels. With Sparkcentral, modern live chat can start on a website, then be continued seamlessly inside mobile app without the customer or agent losing context.

Make proactive notifications responsive

 

The Sparkcentral Proactive API lets you send notifications, and customers receiving them can respond, in context. Agents see the entire conversation starting with the proactive notification as a single, continuous conversation.

Move social conversations from public to private

 

Sparkcentral enables agents to move public Facebook and Twitter conversations to Facebook Messenger and Twitter DM, respectively, without losing context and without losing the agent.

Bridge IVR and Voice to messaging channels

 

With proactive call deflection, a customer journey that begins in the IVR can seamlessly lead over to the much cheaper and more convenient digital channels like SMS, WhatsApp, or app-based live chat.

Take live chat to messaging during out-of-office hours

 

Similarly, during out-of-office hours for chat teams, live chat can offer to move to WhatsApp or SMS, which enables the customer to receive an answer to their question once the agents are in the office without requiring the customer to go back to the website or forcing them to call.

Agents should specialize, not blend

The skills required for voice agents are different from those required for digital agents. Where voice agents need to be more stress-resistant in the moment and have a pleasant tone in their voice, digital agents need to be able to multitask and know how to “speak messaging” (emojis, jargon, style)…

Read More from our CEO

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.