Automated Message Distribution Platform, allows you to manage all your asynchronous messaging channels with human and virtual customer service agents. Seamless integrations with Whatsapp, Messenger, WeChat, Instagram, Facebook, Twitter, SMS, In-Web Chat, In-App Chat, iOS & Android.
Reflections partnership with Sparkcentral has given an innovative edge to bring Messaging Technology to the region, which enables leading brands to change the way customer service is delivered globally.
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.
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.
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.