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Sparkcentral

Automated Message Distribution Platform, allows you to manage all your asynchronous messaging channels with human and virtual customer service agents. Seamless integrations with Whatsapp, Messenger, WeChat, Instagram, Facebook, Twitter, SMS, In-Web Chat, In-App Chat, iOS & Android.

Change the way customer service is delivered

Reflections partnership with Sparkcentral has given an innovative edge to bring Messaging Technology to the region, which enables leading brands to change the way customer service is delivered globally.

Sparkcentral has become an industry thought-leader that is revolutionizing the way enterprises help and engage customers. Our goal is to inspire and enable amazing customer experiences, and we’re doing this by completely reimagining what enterprise customer service software should look like. We believe it isn’t about embracing new customer service tech to prove that your company is trendy and modern; it’s about meeting your customers where they are.

The AMD is the core of the Sparkcentral solution.

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Automated Message Distribution Platform

Makes managing interactions easy

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

Sparkcentral makes a difference

Manage all channels with one universal queue

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

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, IVR and voice can seamlessly lead to 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

During out-of-office hours live chat can offer to continue the conversation through messaging, 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.

Make proactive notifications responsive

Sparkcentral’s proactive API allows you to send notifications, and customers receiving them can respond. Agents see the entire conversation starting with the proactive notification as a single, continuous conversation.

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, but can be continued seamlessly inside a mobile app without losing context.

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One single platform to manage all your messaging channels

Digital customer service through asynchronous messaging channels needs a different kind of solution in your contact center. We believe the era of the dominant automated call distribution systems is over. It’s time for the contact center world to start focussing on automated messaging distribution.


Sparkcentral - Insurance Integration

Insurance companies are constantly looking for new ways to communicate with their customers. Over the years the insurance industry has come to view WhatsApp as a reliable and cost-effective communication channel.

Sparkcentral - Set service level goals (SLA’s) for your digital messaging channels

A SLA Management system is designed to help you define demand, monitor performance, and review opportunities in your business. By helping you to identify and resolve any issues and weaknesses, an SLA system will ensure that your customers get superior service and support.

Sparkcentral - Retail in 2020: How to excel in customer experience for online shoppers

The COVID-19 pandemic has changed the way people shop, work, and live. Driven by new circumstances, consumers are moving away from physical stores to digital shopping.

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