Sparkcentral

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

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Sparkcentral pricing overview

Sparkcentral does not have a free version and does not offer a free trial. Sparkcentral paid version starts at $600.00/month.


Starting Price

$600.00/month

Pricing Details

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

Free Version

No

Free Trial

No

Sparkcentral deployment and support

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

Deployment

  • Cloud, SaaS, Web

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Sparkcentral Features

  • Chatbot
  • Code-free Development
  • Contextual Guidance
  • For Developers
  • Intent Recognition
  • Live Chat
  • Multi-Channel Communication
  • Multi-Language
  • Pre-Configured Bot
  • Reporting/Analytics
  • Sentiment Analysis
  • Speech Recognition
  • Speech Synthesis

View full list of Conversational AI Platform Software

  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content

View full list of Customer Engagement Software

  • 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

View full list of Customer Service Software

  • Alerts / Escalation
  • Automated Routing
  • Call Center Management
  • Customizable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Ticket Management
  • Workflow Configuration

View full list of Help Desk Software

  • Canned Responses
  • Customizable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

View full list of Live Chat Software

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Sparkcentral Reviews

Read all reviews

Overall rating

4.2/5

Average score

Ease of Use 4.4
Customer Service 4.6
Features 3.8
Value for Money 4.2

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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 29/05/2020

"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 29/05/2020
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 18/02/2020

"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 18/02/2020
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 06/03/2020

"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 06/03/2020
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 18/02/2020

"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 18/02/2020
Mathieu J.
Team Manager
Aviation & Aerospace, 10,000+ 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 22/02/2020

"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 22/02/2020