Sparkcentral Overview

What is Sparkcentral?

Sparkcentral is a SaaS platform designed to help businesses manage customer service operations across various asynchronous messaging channels such as WhatsApp, Viber, Messenger, email, or web chat along with social platforms Facebook and Instagram. Features include autoresponders, skill-based routing, customer segmentation, notifications, audit trails, single sign-on, prioritization, and reporting.

The application offers an automated message distribution (AMD) engine, which integrates with contact centers and synchronizes all client interactions with a variety of CRM systems including Salesforce, Microsoft Dynamics, and Siebel. The virtual agent framework in AMD allows live operators to collaborate with AI-based chatbots and simultaneously handle multiple customer queries. Its unified platform helps users synchronize live chat on both websites and mobile applications, and view clients' conversation history.

Agents can utilize Sparkcentral’s call-to-message deflection feature to manage customer queues by switching the phone calls to messaging channels. It also enables team members to deliver proactive alerts to clients via SMS or WhatsApp, follow-up on the status of sent messages, and receive information about failed messages.

Sparkcentral Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Value for money

Contact Sparkcentral for pricing details


Sparkcentral Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
English

Media

Sparkcentral customer queues
Sparkcentral live chat
Sparkcentral pending messages
Sparkcentral video Sparkcentral screenshot: Sparkcentral customer queues Sparkcentral screenshot: Sparkcentral live chat Sparkcentral screenshot: Sparkcentral pending messages

Sparkcentral Reviews

Sparkcentral Reviews

Overall rating
4.2
/
5
Excellent
4

Very good
10

Average
1

Poor
0

Terrible
0

Value for Money
4.2
Features
3.8
Ease of Use
4.4
Customer Support
4.6
93% recommended this app
Ashley J.

Love SC!

The on-boarding process with Sparkcentral has been super easy! Once we made the decision to move forward with them the process was extremely quick and went at our pace. We chose when we wanted to go Live, and what our availability was for our virtual training. We were provided with our log-in formation and an information booklet prior to our On-Boarding Class with their Customer Success Manager, [SENSITIVE CONTENT HIDDEN]. Having the log-in information prior to our training class was so beneficial because we were able to familiarize ourselves with the program and come prepared with questions. We felt we had all the time we needed and more provided to us for our virtual class and left feeling very confident in how to use the program.


Danny D.

Only software to scale as your social channels do.


Eric T.

Works for consolidating social media but reporting needs serious work


Stefan S.

Great tool for customer service

The team is dedicated and provide a good product. Large organisations who rely heavily on chat, email and phone may struggle in having Sparkcentral as an "additional" tool for social media because it can be tricky to maintain a harmonized / integrated CRM and reporting system.


Mathieu J.

Very satisfied to date

So far so good!


Ashley J.
Industry: Consumer Services
Company size: 201-500 Employees

Love SC!

Used Daily for 1-5 months
Reviewed on 5/29/2020
Review Source: Capterra

The on-boarding process with Sparkcentral has been super easy! Once we made the decision to move forward with them the process was extremely quick and went at our pace. We chose when we wanted to go Live, and what our availability was for our virtual training. We were provided with our log-in formation and an information booklet prior to our On-Boarding Class with their Customer Success Manager, [SENSITIVE CONTENT HIDDEN]. Having the log-in information prior to our training class was so beneficial because we were able to familiarize ourselves with the program and come prepared with questions. We felt we had all the time we needed and more provided to us for our virtual class and left feeling very confident in how to use the program.

Pros

The platform itself is extremely user friendly and our staff have voiced how much they prefer this new program over our old one. Tracking is much more detailed and the internal chat system has been a blessing for our employees.

Cons

Reporting is very detailed but I wish more the information was accessible without exporting and that we could look at the stats (first time to reply, etc) as a whole rather than by facebook page - though I am told they are working on this!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Danny D.
Industry: Computer Software
Company size: 51-200 Employees

Only software to scale as your social channels do.

Used Daily for 6-12 months
Reviewed on 2/18/2020
Review Source: Capterra

Pros

Standardized queue, automations, support and AM team are amazing!

Cons

Data portion is not customizable, some of the UI elements are inefficient and needs improvement (never expiring pending queue), and no message previews.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Eric T.
Industry: Retail
Company size: 51-200 Employees

Works for consolidating social media but reporting needs serious work

Used Daily for 6-12 months
Reviewed on 3/6/2020
Review Source: Capterra

Pros

Sparkcentral is great for connecting our various social media accounts and responding to customers across channels but functionality and reporting is limited

Cons

The reporting is next to impossible. The data they collect is mostly useless. Understanding basic insights such as tickets per week, average time solve are very difficult. There's limited ability to classify ticket types and integrating with a CRM is difficult and requires meaningful engineering resources.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 3.0/10

Stefan S.
Industry: Information Technology & Services
Company size: 501-1,000 Employees

Great tool for customer service

Used Daily for 2+ years
Reviewed on 2/18/2020
Review Source: Capterra

The team is dedicated and provide a good product. Large organisations who rely heavily on chat, email and phone may struggle in having Sparkcentral as an "additional" tool for social media because it can be tricky to maintain a harmonized / integrated CRM and reporting system.

Pros

Easy to use interface. Good oversight on the customers. The product team is actively pursuing development in bots and AI.

Cons

We have small volumes of social media and as such can't get as good an ROI as hoped.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Mathieu J.
Industry: Aviation & Aerospace
Company size: 10,000+ Employees

Very satisfied to date

Used Daily for 1-5 months
Reviewed on 2/22/2020
Review Source: Capterra

So far so good!

Pros

I really enjoy how streamlined it is and that since everything comes into one place, it allows agents to be more focused on the work at hand.

Cons

While I find it to be fairly intuitive, some of the agents struggle with it. I also think they should have more space in their Snippet Knowledge base.

Rating breakdown

Ease of Use

Likelihood to recommend: 8.0/10

User recommendation
8.1/10
Based on 15 user ratings
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Sparkcentral Pricing

Sparkcentral Pricing

Starting from
N/A
Free Trial
Value for money

Contact Sparkcentral for pricing details

Contact Sparkcentral for pricing details

Value for Money
4.2/5
Based on 15 user ratings
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Sparkcentral Features

Sparkcentral Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
3.8/5
Based on 15 user ratings
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Categories

Additional information for Sparkcentral

Additional information for Sparkcentral

Key features of Sparkcentral

  • Analytics
  • Auto-Responders
  • Automatic Customer Notices
  • Call Center Management
  • Communication Management
  • Complaint Monitoring
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customizable Branding
  • Dashboard
  • Email Integration
  • Escalation Management
  • Feedback Collection
  • Historical Trending
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Performance Metrics
  • Predictive Analytics
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Social Media Metrics
  • Surveys & Feedback
  • Third Party Integration
  • Workflow Management

Sparkcentral FAQs

Sparkcentral FAQs

Below are some frequently asked questions for Sparkcentral.

Q. What type of pricing plans does Sparkcentral offer?

Sparkcentral offers the following pricing plans:

Free Trial: Not Available

Contact Sparkcentral for pricing details

Q. What are the main features of Sparkcentral?

Sparkcentral offers the following features:

  • Analytics
  • Auto-Responders
  • Automatic Customer Notices
  • Call Center Management
  • Communication Management
  • Complaint Monitoring
  • Contact Management
  • Customer Database
  • Customer Experience Management
  • Customizable Branding
  • Dashboard
  • Email Integration
  • Escalation Management
  • Feedback Collection
  • Historical Trending
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Performance Metrics
  • Predictive Analytics
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Social Media Metrics
  • Surveys & Feedback
  • Third Party Integration
  • Workflow Management

Q. Who are the typical users of Sparkcentral?

Sparkcentral has the following typical customers:

, , ,

Q. What languages does Sparkcentral support?

Sparkcentral supports the following languages:

English

Q. What type of pricing plans does Sparkcentral offer?

We do not have any information about what Sparkcentral pricing plans

Q. Does Sparkcentral support mobile devices?

We do not have any information about what devices Sparkcentral supports

Q. What other apps does Sparkcentral integrate with?

Sparkcentral integrates with the following applications:

Microsoft Dynamics CRM

Q. What level of support does Sparkcentral offer?

Sparkcentral offers the following support options:

Phone Support, Online Support, Knowledge Base, FAQs