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.

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.

Discover the core of Sparkcentral’s solution

How our AMD works

Manage asynchronous workflows

Our Automated Message Distribution (AMD) architecture enables an enterprise to handle customer care on chat, social, and messaging — the key group of digital channels of the future — with a truly asynchronous (session-free) agent workflow.

Increase message throughput

This workflow enables customer service agents to handle vastly more conversations per hour — compared to session-based workflows implemented in most ACDs and chat solutions.

Work at your customer’s pace

Sparkcentral’s asynchronous workflow means customer care teams are able to reply to questions promptly while allowing customers to respond at their own pace without being timed out, having to restart with a new agent, or repeat themselves.

Sparkcentral makes a difference

Create a customer-centric workflow

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.

Manage Chat Social Messaging with one Digital Customer Service solution

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