Sparkcentral
Gartner's 2020 Market Guide
for Digital Customer Service
and Support Technologies. 

Market Guide 2020 for Digital Customer Service & Support Technologies.

Sparkcentral is proud to be recognized as a representative vendor in Digital Customer Service by the world’s leading research and advisory company, Gartner. According to Gartner“Digital customer service offerings should focus on seamless conversations and orchestration across digital channels.” That’s why Gartner’s Market Guide 2020 can be used to evaluate vendors in this emerging market

7 must-haves for a Digital Customer Service platform according to Gartner:

1. Digital Engagement 
Easily connect many digital channels

2. Conversation Orchestration 
Seamless orchestration of customer dialogue across digital channels

3. Knowledge Mgt. Support 
Access & management of relevant knowledge assets

4. Continuous Intelligence 
Real-time analysis and advanced analytics enabling orchestration and personalisation

5. Automation of Engagement 
Auto- & semi-automated conversations using AI to improve engagement

6. Agent Desktop 
Efficient contact center agents standalone desktop

7. Integration Capabilities 
Integration of various sources of data to provide context aware information to service agents

7 core functionalities that are available in our Sparkcentral platform. 

Download the full report here to learn what Gartner says about the future of digital customer service and Sparkcentral as a recognized vendor.

Trusted by clients

Sparkcentral
Gartner's 2020 Market Guide for Digital Customer Service and Support Technologies. 

Market Guide 2020 for Digital Customer Service & Support Technologies.

Sparkcentral is proud to be recognized as a representative vendor in Digital Customer Service by the world’s leading research and advisory company, Gartner. According to Gartner“Digital customer service offerings should focus on seamless conversations and orchestration across digital channels.” That’s why Gartner’s Market Guide 2020 can be used to evaluate vendors in this emerging market

7 must-haves for a Digital Customer Service platform according to Gartner:

1. Digital Engagement 
Easily connect many digital channels

2. Conversation Orchestration 
Seamless orchestration of customer dialogue across digital channels

3. Knowledge Mgt. Support 
Access & management of relevant knowledge assets

4. Continuous Intelligence 
Real-time analysis and advanced analytics enabling orchestration and personalisation

5. Automation of Engagement 
Auto- & semi-automated conversations using AI to improve engagement

6. Agent Desktop 
Efficient contact center agents standalone desktop

7. Integration Capabilities 
Integration of various sources of data to provide context aware information to service agents

7 core functionalities that are available in our Sparkcentral platform. 

Download the full report here to learn what Gartner says about the future of digital customer service and Sparkcentral as a recognized vendor.

Trusted by clients