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Thought leaders
in WhatsApp
customer service.

At Sparkcentral we enable leading innovative brands to improve
their customer experience and increase their service operations
efficiency. Our product roadmap is focused on being the leading
provider of advanced customer service solutions on WhatsApp
and other asynchronous messaging channels.

Customer service SaaS platform
for asynchronous messaging.

Sparkcentral allows you to manage all your asynchronous messaging channels with human and virtual customer service agents. At the core of the Sparkcentral Digital SaaS Platform sits an Automated Message Distribution (AMD) engine that supports high-growth message volumes.
Learn more about our 5 key components:

Our Automated Message Distribution (AMD) architecture enables an enterprise to handle customer care on WhatsApp, chat, social, and other asynchronous messaging channels with a truly asynchronous (session-free) agent workflow.

  • Simple & Self Explanatory User Interface
  • Optimized Workflow for Asynchronous Communication
  • Universal Queue for all Messaging Channels
  • Cross Channel Conversation History

  • Advanced build-in Autoresponder

  • Teams & Skills based routing

  • Customer Segments based on contact attributes

  • Build-in Knowledge base 

  • Notifications for new messages

  • Smart Boomerang functionality

  • Advanced reporting

  • Audit Trails

  • Delete contacts (GDPR)

  • Single Sign-On (SAML 2.0)

  • PII Message Masking

  • Conversation Prioritization based on topics and customer segments


Our Automated Message Distribution (AMD) architecture enables an enterprise to handle customer care on WhatsApp, chat, social, and other asynchronous messaging channels with a truly asynchronous (session-free) agent workflow.

  • Simple & Self Explanatory User Interface
  • Optimized Workflow for Asynchronous Communication
  • Universal Queue for all Messaging Channels
  • Cross Channel Conversation History

  • Advanced build-in Autoresponder

  • Teams & Skills based routing

  • Customer Segments based on contact attributes

  • Build-in Knowledge base 

  • Notifications for new messages

  • Smart Boomerang functionality

  • Advanced reporting

  • Audit Trails

  • Delete contacts (GDPR)

  • Single Sign-On (SAML 2.0)

  • PII Message Masking

  • Conversation Prioritization based on topics and customer segments


Our 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.

Our Virtual Agent Framework offers:

  • Real-time human handoff
  • In-conversation bot handoff
  • Connect any bot (platform)
  • Standard integrated bot capabilities
    (autoresponder, data collection,
    routing, out-of-office)

Our 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.

Our Virtual Agent Framework offers:

  • Real-time human handoff
  • In-conversation bot handoff
  • Standard integrated bot capabilities (autoresponder, data collection, routing, out-of-office)
  • Connect any bot (platform)

Sparkcentral enables you to proactively inform your customers they can message you instead of waiting in line when reaching out to you over the phone.

Smart use of emerging technology offers you:
  • IVR deflection to WhatsApp
  • IVR deflection to SMS

Sparkcentral enables you to proactively inform your customers they can message you instead of waiting in line when reaching out to you over the phone.

Smart use of emerging technology offers you:
  • IVR deflection to WhatsApp
  • IVR deflection to SMS

Prevent that inbound call or chat by delivering proactive alerts and time-sensitive information via SMS, WhatsApp and your iOS and Android mobile apps.

Sparkcentral’s Proactive-messaging API allows you to:

  • Send real-time messages to your customers for the
    supported mediums (including HSMs on WhatsApp)
  • Follow up on the status of the sent messages
  • Retrieve detailed information about the reasons of failure

Prevent that inbound call or chat by delivering proactive alerts and time-sensitive information via SMS, WhatsApp and your iOS and Android mobile apps.

Sparkcentral’s Proactive-messaging API allows you to:

  • Send real-time messages to your customers for the supported mediums (including HSMs on WhatsApp)
  • Follow up on the status of the sent messages
  • Retrieve detailed information about the reasons of failure

Integrate with any CRM or other business application
(reservation systems, transactional information platforms).

Our CRM API allows you to:

  • Pull in customer data via open RESTful API
  • Support an automatic lookup in your CRM or Business Application
  • Store all messaging conversations in your CRM for a 360-degree customer view
  • Trigger CSAT surveys
  • Ticket/case creation

Integrate with any CRM or other business application (reservation systems, transactional information platforms).

Our CRM API allows you to:

  • Pull in customer data via open RESTful API
  • Support an automatic lookup in your CRM or Business Application
  • Store all messaging conversations in your CRM for a 360-degree customer view
  • Trigger CSAT surveys
  • Ticket/case creation

Change the way customer service is delivered.

Our thought leadership

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.

Adding WhatsApp and other popular communication channels for customer service will add significant value to your business and CX reputation. As a brand you should not be afraid that a WhatsApp channel will only create additional volumes and thus increase your service operations cost. On the contrary we have been able to factually proof that a WhatsApp customer service operation is between 30% to 50% more efficient than phone or email contact center operations. During our Innovation Partnership, we focus on improving your customer experience and increase agent efficiency. On our 12 month innovation journey we pilot a maximum of use-cases on various messaging channels and jointly work with you on designing a messaging first CX strategy.

Perks of the Innovation Partnership Program

We know your customers are ready to start messaging your brand today. With our Innovation Partnership Program in combination with our SaaS CX Platform we will make you an expert and power your service teams so you can start impressing your customers within the first week. We make sure the traffic on your new channels grows gradually, so the big bang does not happen. Also our customer data shows that, with our thoughtful way of working, messaging volumes truly deflect sizeable amounts of traffic from other channels.

How fast can we start?

When our customers launch WhatsApp we firmly recommend them to start with a nimble and dedicated messaging customer service team who will be able to focus on delivering great customer experience on the new service channel. Preparing your team, deployment and on-boarding can easily be done within 1 month from the go decision.

5 Messaging First Strategy Benefits

  1. Improved C-SAT and NPS
  2. Increased customer loyalty
  3. Improved service employee satisfaction
  4. Ability to introduce chatbots
  5. A lower average cost per client engagement

Manage Messaging,Chat,Social, with one Digital Customer Service solution.

Trusted by clients

1177 Avenue of the Americas,
7th floor New York
New York 10036

Kempische Steenweg,
311 b6.01
3500 Hasselt, Belgium

Thought leaders
in WhatsApp
customer service.

At Sparkcentral we enable leading innovative brands to improve their customer experience and increase their service operations efficiency. Our product roadmap is focused on being the leading provider of advanced customer service solutions on WhatsApp and other asynchronous messaging channels.

Customer service SaaS platform
for asynchronous messaging.

Sparkcentral allows you to manage all your asynchronous messaging channels with human and virtual customer service agents. At the core of the Sparkcentral Digital SaaS Platform sits an Automated Message Distribution (AMD) engine that supports high-growth message volumes. Learn more about our 5 key components.

Our Automated Message Distribution (AMD) architecture enables an enterprise to handle customer care on WhatsApp, chat, social, and other asynchronous messaging channels with a truly asynchronous (session-free) agent workflow.

  • Simple & Self Explanatory User Interface
  • Optimized Workflow for Asynchronous Communication
  • Universal Queue for all Messaging Channels
  • Cross Channel Conversation History

  • Advanced build-in Autoresponder

  • Teams & Skills based routing

  • Customer Segments based on contact attributes

  • Build-in Knowledge base 

  • Notifications for new messages

  • Smart Boomerang functionality

  • Advanced reporting

  • Audit Trails

  • Delete contacts (GDPR)

  • Single Sign-On (SAML 2.0)

  • PII Message Masking

  • Conversation Prioritization based on topics and customer segments


Our Automated Message Distribution (AMD) architecture enables an enterprise to handle customer care on WhatsApp, chat, social, and other asynchronous messaging channels with a truly asynchronous (session-free) agent workflow.

  • Simple & Self Explanatory User Interface
  • Optimized Workflow for Asynchronous Communication
  • Universal Queue for all Messaging Channels
  • Cross Channel Conversation History

  • Advanced build-in Autoresponder

  • Teams & Skills based routing

  • Customer Segments based on contact attributes

  • Build-in Knowledge base 

  • Notifications for new messages

  • Smart Boomerang functionality

  • Advanced reporting

  • Audit Trails

  • Delete contacts (GDPR)

  • Single Sign-On (SAML 2.0)

  • PII Message Masking

  • Conversation Prioritization based on topics and customer segments


Our 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.

Our Virtual Agent Framework offers:

  • Real-time human handoff
  • In-conversation bot handoff
  • Connect any bot (platform)
  • Standard integrated bot capabilities
    (autoresponder, data collection,
    routing, out-of-office)

Our 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.

Our Virtual Agent Framework offers:

  • Real-time human handoff
  • In-conversation bot handoff
  • Standard integrated bot capabilities (autoresponder, data collection, routing, out-of-office)
  • Connect any bot (platform)

Sparkcentral enables you to proactively inform your customers they can message you instead of waiting in line when reaching out to you over the phone.

Smart use of emerging technology offers you:
  • IVR deflection to WhatsApp
  • IVR deflection to SMS

Sparkcentral enables you to proactively inform your customers they can message you instead of waiting in line when reaching out to you over the phone.

Smart use of emerging technology offers you:
  • IVR deflection to WhatsApp
  • IVR deflection to SMS

Prevent that inbound call or chat by delivering proactive alerts and time-sensitive information via SMS, WhatsApp and your iOS and Android mobile apps.

Sparkcentral’s Proactive-messaging API allows you to:

  • Send real-time messages to your customers for the
    supported mediums (including HSMs on WhatsApp)
  • Follow up on the status of the sent messages
  • Retrieve detailed information about the reasons of failure

Prevent that inbound call or chat by delivering proactive alerts and time-sensitive information via SMS, WhatsApp and your iOS and Android mobile apps.

Sparkcentral’s Proactive-messaging API allows you to:

  • Send real-time messages to your customers for the supported mediums (including HSMs on WhatsApp)
  • Follow up on the status of the sent messages
  • Retrieve detailed information about the reasons of failure

Integrate with any CRM or other business application
(reservation systems, transactional information platforms).

Our CRM API allows you to:

  • Pull in customer data via open RESTful API
  • Support an automatic lookup in your CRM or Business Application
  • Store all messaging conversations in your CRM for a 360-degree customer view
  • Trigger CSAT surveys
  • Ticket/case creation

Integrate with any CRM or other business application (reservation systems, transactional information platforms).

Our CRM API allows you to:

  • Pull in customer data via open RESTful API
  • Support an automatic lookup in your CRM or Business Application
  • Store all messaging conversations in your CRM for a 360-degree customer view
  • Trigger CSAT surveys
  • Ticket/case creation

Change the way customer service is delivered.

Our thought leadership

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.

Adding WhatsApp and other popular communication channels for customer service will add significant value to your business and CX reputation. As a brand you should not be afraid that a WhatsApp channel will only create additional volumes and thus increase your service operations cost. On the contrary we have been able to factually proof that a WhatsApp customer service operation is between 30% to 50% more efficient than phone or email contact center operations. During our Innovation Partnership, we focus on improving your customer experience and increase agent efficiency. On our 12 month innovation journey we pilot a maximum of use-cases on various messaging channels and jointly work with you on designing a messaging first CX strategy.

We know your customers are ready to start messaging your brand today. With our Innovation Partnership Program in combination with our SaaS CX Platform we will make you an expert and power your service teams so you can start impressing your customers within the first week. We make sure the traffic on your new channels grows gradually, so the big bang does not happen. Also our customer data shows that, with our thoughtful way of working, messaging volumes truly deflect sizeable amounts of traffic from other channels.

When our customers launch WhatsApp we firmly recommend them to start with a nimble and dedicated messaging customer service team who will be able to focus on delivering great customer experience on the new service channel. Preparing your team, deployment and on-boarding can easily be done within 1 month from the go decision.

  1. Improved C-SAT and NPS
  2. Increased customer loyalty
  3. Improved service employee satisfaction
  4. Ability to introduce chatbots
  5. A lower average cost per client engagement

Manage
messaging,
social and
chat with
one Digital
Customer
Service
solution.

Trusted by clients

1177 Avenue of the Americas,
7th floor
New York, 10036

Kempische Steenweg 311 b6.01
3500 Hasselt
Belgium