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
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 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
Take live chat to messaging during out-of-office hours
Make proactive notifications responsive
Synchronize web chat with in-app chat
Manage Chat Social Messaging with one Digital Customer Service solution
Trusted by clients
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.
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.
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 Chat Social Messaging with one Digital Customer Service solution.
Trusted by clients
