Who Uses Sparkcentral?

Large enterprises customers such as Zappos, Emirates Airlines, Air Canada, Engie, KBC, AXA, MTN, Direct Tv, Noon, citizenM hotels, Netflix and Slack to name a few.

What Is Sparkcentral?

Sparkcentral offers a SaaS platform for digital customer service: listen, support and engage with your customers on channels they love. We provide a turnkey enterprise contact center solution integrating a wide range of asynchronous communication channels. Explore the full potential of CX by managing all your messaging channels from one platform. Its easy to use and integrates seamlessly with other external platforms or software. Trusted by clients such as Zappos, Netflix, Air Canada, Slack,...

Sparkcentral Details

Sparkcentral

http://www.sparkcentral.com

Founded 2012

Sparkcentral Pricing Overview

Sparkcentral does not have a free version and does not offer a free trial. Sparkcentral paid version starts at US$600,00/month.

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Starting Price

US$600,00/month

Pricing Details

Our price is based on 'Unique closed conversations' per month.

Free Version

No

Free Trial

No

Deployment

Cloud, SaaS, Web

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

Sparkcentral Features

Conversational AI Platforms
Code-free Development
Contextual Guidance
For Developers
Intent Recognition
Multi-Language
Omni-Channel
On-Screen Chats
Pre-configured Bot
Reusable Components
Sentiment Analysis
Speech Recognition
Speech Synthesis
Virtual Assistant
Analytics
Churn Management
Communication Management
Community Management
Content Syndication
Feedback Collection
Gamification
Live Chat
Video Content
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Canned Responses
Customizable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers/Routing
Website Visitor Tracking

Sparkcentral Reviews

Showing 5 of 15 reviews

Overall
4,2/5
Ease of Use
4,4/5
Customer Service
4,6/5
Features
3,8/5
Value for Money
4,2/5
Ashley J.
Social Media Manager
Consumer Services, 201-500 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2020/05/29

"Love SC!"

Comments: The on-boarding process with Sparkcentral has been super easy! Once we made the decision to move forward with them the process was extremely quick and went at our pace. We chose when we wanted to go Live, and what our availability was for our virtual training. We were provided with our log-in formation and an information booklet prior to our On-Boarding Class with their Customer Success Manager, [SENSITIVE CONTENT HIDDEN]. Having the log-in information prior to our training class was so beneficial because we were able to familiarize ourselves with the program and come prepared with questions. We felt we had all the time we needed and more provided to us for our virtual class and left feeling very confident in how to use the program.

Pros: The platform itself is extremely user friendly and our staff have voiced how much they prefer this new program over our old one. Tracking is much more detailed and the internal chat system has been a blessing for our employees.

Cons: Reporting is very detailed but I wish more the information was accessible without exporting and that we could look at the stats (first time to reply, etc) as a whole rather than by facebook page - though I am told they are working on this!

  • Reviewer Source 
  • Reviewed on 2020/05/29
Danny D.
Director, Customer Experience
Computer Software, 51-200 Employees
Used the Software for: 6-12 months
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2020/02/18

"Only software to scale as your social channels do."

Pros: Standardized queue, automations, support and AM team are amazing!

Cons: Data portion is not customizable, some of the UI elements are inefficient and needs improvement (never expiring pending queue), and no message previews.

  • Reviewer Source 
  • Reviewed on 2020/02/18
Eric T.
Customer Insights
Retail, 51-200 Employees
Used the Software for: 6-12 months
  • Overall Rating
    3/5
  • Ease of Use
    3/5
  • Features & Functionality
    2/5
  • Customer Support
    3/5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    3/10
  • Reviewer Source 
  • Reviewed on 2020/03/06

"Works for consolidating social media but reporting needs serious work"

Pros: Sparkcentral is great for connecting our various social media accounts and responding to customers across channels but functionality and reporting is limited

Cons: The reporting is next to impossible. The data they collect is mostly useless. Understanding basic insights such as tickets per week, average time solve are very difficult. There's limited ability to classify ticket types and integrating with a CRM is difficult and requires meaningful engineering resources.

  • Reviewer Source 
  • Reviewed on 2020/03/06
Stefan S.
Project Manager: Innovation and Channel Strategy
Information Technology & Services, 501-1 000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 2020/02/18

"Great tool for customer service"

Comments: The team is dedicated and provide a good product. Large organisations who rely heavily on chat, email and phone may struggle in having Sparkcentral as an "additional" tool for social media because it can be tricky to maintain a harmonized / integrated CRM and reporting system.

Pros: Easy to use interface. Good oversight on the customers. The product team is actively pursuing development in bots and AI.

Cons: We have small volumes of social media and as such can't get as good an ROI as hoped.

  • Reviewer Source 
  • Reviewed on 2020/02/18
Mathieu J.
Team Manager
Aviation & Aerospace, 10 001+ Employees
Used the Software for: 1-5 months
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2020/02/22

"Very satisfied to date"

Comments: So far so good!

Pros: I really enjoy how streamlined it is and that since everything comes into one place, it allows agents to be more focused on the work at hand.

Cons: While I find it to be fairly intuitive, some of the agents struggle with it. I also think they should have more space in their Snippet Knowledge base.

  • Reviewer Source 
  • Reviewed on 2020/02/22