Sparkcentral is a digital customer service platform to manage customer interactions on a variety of channels.
Sparkcentral is a cloud-based Digital Customer Service platform. It features a web-based desktop agent with a universal queue to manage customer interactions on messaging channels (WhatsApp, SMS), chat (Asynchronous web chat and In-App chat) and social channels (FB, Twitter, Instagram) in one solution. Brands known for exceptional customer service around the world rely on Sparkcentral, including Netflix, Zappos, Nordstrom, Emirates, Jetblue, DirecTV, Engie, MTN, KBC Bank, and AXA.
Agent productivity is a Sparkcentral brand promise. Sparkcentral customers see a 40%+ higher productivity compared to voice agents and 25-30% higher productivity compared to legacy chat agents.
At the core of the Sparkcentral solution sits an Automated Message Distribution (AMD) platform that supports high-growth digital message volumes - the "ACD" of the modern messaging world. It integrates seamlessly into the enterprise contact center or IT helpdesk by synchronizing all digital interactions with the Freshworks suite including Freshdesk and Freshsales.
The platform offers simple chatbots that can be created and launched by business users in minutes. In addition a virtual agent framework lets AI-powered chatbots collaborate with live agents in a way that yields highest agent productivity and best customer experience.
Together with powerful reporting & analytics, a built-in knowledge base, and integrations with Freshdesk, Freshsales, Freshservice and VoC systems, Sparkcentral is the complete package for digital customer care.
Please contact SparkCentral Support for assistance.