Sparkcentral, by Hootsuite

Sparkcentral by Hootsuite is a social customer care solution that aims to let users keep a personal touch, as a cloud-based customer engagement platform that caters specifically to customer care teams within large enterprises, enabling them to deliver real-time social customer service. Sparkcentral's software generates profiles on every social customer to ensure that the right conversations are automatically prioritized and routed to the customer support team, who can then respond quickly and accurately.

Whether for a performance-focused solution, an increase in customer satisfaction or a perfectly balanced messaging strategy, Sparkcentral is designed to help find a customized solution to reach your goals.

Sparkcentral boasts users among clients such as Emirates, Air Canada, Engie, AXA, DPD, Concentrix, Noon, Careem and Slack.

CRM Features

Customer Service & Support Features

• Knowledge Base
• Customer Support Portal
• Case Management
• Call Center Management
• Support Analytics

Reporting & Analytics Features

• Dashboards
• Customizable Reports
• Scheduled Reports
• Alerts / Notifications

Customization Features

• Custom Fields
• API for Custom Integration

Security Features

• Multi-factor Authentication
• Role-based Authorization
• Field Level Access Control
• Single Sign-on Capability

Social CRM Features

• Social Data
• Social Engagement
• Social Collaboration

Integrations with Third Party Software

• Enterprise Resource Planning
• Data Import and Export Features
• Social Media Management
• Help Desk
• Call Center Routing

Platform Features

• Cloud-based
• Mobile Access