What users are saying about
3 Ratings
23 Ratings
3 Ratings
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Score 5 out of 100
23 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Oncontact

Oncontact is an excellent software/service, and it covers a tremendous breadth of usage scenarios. The customization means that customers can adapt it as they see fit. About the only place where I don't see it as a great fit is in minimal implementations. A lot is going on, and using it for small tasks isn't the best use of the software.
Michael Palecek | TrustRadius Reviewer

Sparkcentral

This is a great tool to use to manage social media accounts especially if you have several different pages you manage like we do. It is very user friendly, and easy to train new agents on. I have no complaints. We love this tool! Thank you again Sparkcentral! You rock
Melinda Cox | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Oncontact
5.2
Sparkcentral
Customer data management / contact management
Oncontact
5.0
Sparkcentral
Workflow management
Oncontact
4.5
Sparkcentral
Territory management
Oncontact
5.0
Sparkcentral
Opportunity management
Oncontact
5.5
Sparkcentral
Integration with email client (e.g., Outlook or Gmail)
Oncontact
9.0
Sparkcentral
Contract management
Oncontact
4.0
Sparkcentral
Quote & order management
Oncontact
4.0
Sparkcentral
Interaction tracking
Oncontact
4.5
Sparkcentral
Channel / partner relationship management
Oncontact
5.0
Sparkcentral

Customer Service & Support

Oncontact
3.7
Sparkcentral
Case management
Oncontact
5.5
Sparkcentral
Call center management
Oncontact
4.5
Sparkcentral
Help desk management
Oncontact
1.0
Sparkcentral

Marketing Automation

Oncontact
8.5
Sparkcentral
Lead management
Oncontact
8.0
Sparkcentral
Email marketing
Oncontact
9.0
Sparkcentral

CRM Project Management

Oncontact
9.0
Sparkcentral
Task management
Oncontact
9.0
Sparkcentral
Reporting
Oncontact
9.0
Sparkcentral

CRM Reporting & Analytics

Oncontact
8.7
Sparkcentral
Forecasting
Oncontact
9.0
Sparkcentral
Pipeline visualization
Oncontact
8.0
Sparkcentral
Customizable reports
Oncontact
9.0
Sparkcentral

Customization

Oncontact
5.0
Sparkcentral
Custom fields
Oncontact
4.5
Sparkcentral
Custom objects
Oncontact
4.5
Sparkcentral
Scripting environment
Oncontact
4.0
Sparkcentral
API for custom integration
Oncontact
7.0
Sparkcentral

Security

Oncontact
10.0
Sparkcentral
Single sign-on capability
Oncontact
10.0
Sparkcentral
Role-based user permissions
Oncontact
10.0
Sparkcentral

Social CRM

Oncontact
7.0
Sparkcentral
Social data
Oncontact
7.0
Sparkcentral
Social engagement
Oncontact
7.0
Sparkcentral

Integrations with 3rd-party Software

Oncontact
7.0
Sparkcentral
Marketing automation
Oncontact
7.0
Sparkcentral

Platform

Oncontact
8.0
Sparkcentral
Mobile access
Oncontact
8.0
Sparkcentral

Pros

Oncontact

  • Company Name
  • Contacts
Deb Crosby | TrustRadius Reviewer

Sparkcentral

  • The biggest advantage of the Sparkcentral platform is its "inbox zero" philosophy. With this, our customer support requests are queued within the app, and agents need to work down the queue to keep it empty.
  • The app is designed from the ground up for customer care - instead of taking a generic social platform, and sprinkling in some customer care tools. Everything about Sparkcental is designed for helping our customers.
  • Sparkcentral allows us to do much better CRM. We can make customer notes, see recent interactions, determine who helped the customer (and when).
Anonymous | TrustRadius Reviewer

Cons

Oncontact

  • Customization could be easier. Just about anything is possible, but the learning curve is steep.
  • More focus on mass loading
Michael Palecek | TrustRadius Reviewer

Sparkcentral

  • In the beginning our team had the option to see what another user was typing as they responded to a post. With the latest update, this was taken away. That feature was key for us to shadow agents remotely who are still in training to provide real time feedback.
  • Our company has a number of different brands that we manage. Having a truly unified queue would be a great addition for us!
  • The bulk resolve should allow the option to select on the posts that you wish to resolve instead of selecting a time frame for bulk resolve. Often we find that marketing posts generate more volume in the evening. However, there are sometimes posts where the customer needs assistance during that time. So, if we were to bulk resolve for a certain number of evening hours we would potentially miss a customer's concern through that option as it is currently. But, if the option was to go through and select on all marketing posts and then bulk resolve you would ensure that you are not missing a post where a customer needs assistance.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Oncontact

Oncontact 10.0
Based on 1 answer
The company has been using Oncontact for some time now. Many of the business processes require the use of a CRM software package. It helps solve some pretty serious problems, and overall the cost is very justified. Also, the developer is very good at keeping it up to date and introducing new functionality.
Michael Palecek | TrustRadius Reviewer

Sparkcentral

Sparkcentral 8.7
Based on 4 answers
Sparkcentral has never given us a good reason to consider any other option. Aside from all the positive points I mentioned in previous areas of this review, something else that has really impressed us is their customer service (makes sense, they're a customer service company after all!). Any time we have a question or concern, we send them an email and we get a response almost instantly.
Andrew (Drew) Johnston | TrustRadius Reviewer

Support Rating

Oncontact

No score
No answers yet
No answers on this topic

Sparkcentral

Sparkcentral 9.0
Based on 2 answers
Sparkcentral is very concerned about its customer satifsfaction, and will go to great lengths to get issue fixed rapidly
Kim Daenen | TrustRadius Reviewer

Alternatives Considered

Oncontact

  • Oncontact provided many, but not all of the features of Salesforce.com. However, the complexity and cost involved in Salesforce.com was an overriding factor for us to use Oncontact. Not just the initial and licensing fee, but it seemed that just about everything we wanted to do involved consultants or more work or licensing. Oncontact was easier to implement out of the box, even when we did need to make customizations.
  • We looked at Microsoft 365 Business, and while it was comparable in price for the initial cost, the integration with our other software systems was not built-in, so we did not pursue it very much.
Michael Palecek | TrustRadius Reviewer

Sparkcentral

Sparkcentral does what it has offered to do, where other software made empty promises, Sparkcentral delivers. They also inform us, anytime they are undergoing maintenance or when Twitter or Facebook has an API change, where in previous cases we would have to discover this ourselves.
Tukio Machini | TrustRadius Reviewer

Return on Investment

Oncontact

  • Don't know, I only use occasionally
Deb Crosby | TrustRadius Reviewer

Sparkcentral

  • Positive: Clients really like the reporting features.
  • Positive: Being able to search users for our clients who may have reported a complaint [somewhere] other than on social media. Also being able to see if they've reached out to us but deleted a comment is helpful.
Renn Johnson | TrustRadius Reviewer

Pricing Details

Oncontact

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?

Sparkcentral

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Rating Summary

Likelihood to Recommend

Oncontact
5.0
Sparkcentral
9.9

Likelihood to Renew

Oncontact
10.0
Sparkcentral
8.7

Support Rating

Oncontact
Sparkcentral
9.0

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