• November 4, 2014

SparkCentral Releases Autumn '14 Edition

Sparkcentral today released the Autumn '14 edition for enterprises, the latest release of its real-time customer engagement platform, with new tools to allow companies to improve their response to social media requests.

The updated edition allows Sparkcentral to present an automated infrastructure to nurture one-to-one customer relationships, empowering customer support managers to report on customer resolution times versus being limited to one-off customer interactions.

With the Autumn '14 release, Sparkcentral provides the ability to tackle unresolved conversations and retain responder consistency for customer support teams.

Key features of the Autumn '14 edition include the following:

  • A new workflow that enables brands to serve customers faster. Agents can gauge the level of resolution for each issue and properly manage the conversation until the problem is solved. ?
  • Unique conversation delegation ensures that the right agents are always matched with the customer.
  • Full communication visibility: The entire team can follow-up on what the team is doing and has done, ensuring that overall workflow is divided most effectively and allowing managers to catch organizational trends.
  • Time-to-resolution reporting: Support team managers understand and empower agents with reporting that precisely measures performance.

"We've all heard the horror stories of brands sending generic responses, like 'We apologize for your inconvenience', to tweets about complex issues," said Sparkcentral CEO Davy Kestens in a statement. "The Sparkcentral Autumn '14 release gives customer support teams the power to understand the mindset behind where the customer is coming from, the interactions they've made in the past, and most important, what will resolve their most pressing customer service issues."

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