Sparkcentral 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Sparkcentral

4.2

(15)

Pricing

Starting at $600.00 per month

About Sparkcentral

Sparkcentral by Hootsuite is an automated messaging distribution (AMD) platform that improves customer service operations across all digital platforms. Primarily catering to energy, hotel, food and beverage, banking, insurance, media, IT and retail industries, it helps businesses manage large volumes of data across WhatsApp, Messenger, SMS and asynchronous in-app or in-web chats.

Key features of Sparkcentral by Hootsuite include omnichannel messaging, agent operations, enterprise-scale routing, advanced reporting, customer prioritization and team performance measurement. Additionally, it provides application programming interfaces (APIs) to improve real-time reporting, customer relationships and satisfaction. It further allows users to incorporate messaging-based interactions into business modules and facilitate back-end operations.

Sparkcentral by Hootsuite integrates with third-party customer service applications to streamline information exchange across all channels. The pricing is based on the needs and requirements of businesses. The product extends support through online chat, helpdesk and documentation.

Sparkcentral Screenshots

Sparkcentral Pricing and Plans

Starting price: $600.00 per month

Free Trial

Free Version

Basic

$600.00

per month

No plan information available

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Sparkcentral Features

Popular features found in Live Chat
Autoresponders
Canned Responses
Chat/Messaging
File Sharing
Mobile Access
Multi-Channel Communication
Real-Time Notifications
Support Ticket Management
Third-Party Integrations
Transcripts/Chat History
Transfers/Routing
More features of Sparkcentral
AI Copilot
AI/Machine Learning
Alerts/Escalation
Alerts/Notifications
API
Automated Routing
Call Center Management
Chatbot
Communication Management
Contact Management
Contextual Guidance
CRM
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customer Service Analytics
Customizable Branding
Dashboard
Document Storage
Email Management
Feedback Management
Intent Recognition
Interaction Tracking
Internal Chat Integration
Knowledge Base Management
Live Chat
Multi-Channel Management
Multi-Language
Natural Language Processing
Offline Form
Performance Metrics
Pre-Configured Bot
Predictive Analytics
Proactive Chat
Queue Management
Real-Time Analytics
Real-time Consumer-facing Chat
Real-Time Data
Reporting/Analytics
Reporting & Statistics
Search/Filter
Segmentation
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Surveys & Feedback
Workflow Management

Sparkcentral Integrations

Instagram

Messenger

Viber

Meta for Business

Sparkcentral User Reviews

Overall Rating

4.2

Ratings Breakdown

27%

67%

Secondary Ratings

Ease of Use

4.4

Value for money

4.2

Customer support

4.6

Functionality

3.8

Have you used Sparkcentral and would like to share your experience with others?

Stefan S.

Verified reviewer

Information Technology and Services

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed February 2020

Great tool for customer service

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Reasons for choosing Sparkcentral

Good quality product with a vision and a decent price.

Danny D.

Verified reviewer

Computer Software

51-200 employees

Used daily for less than 12 months

Review source

Reviewed February 2020

Only software to scale as your social channels do.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Reasons for choosing Sparkcentral

Reasonable pricing structure

Reasons for switching to Sparkcentral

Minimal updates, zero QoL improvements, and never implemented any feedback that was provided.

Eric T.

Verified reviewer

Retail

51-200 employees

Used daily for less than 12 months

Review source

Reviewed March 2020

Works for consolidating social media but reporting needs serious work

Ratings Breakdown

Ease of use

Customer support

Functionality

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.

Mathieu J.

Verified reviewer

Aviation & Aerospace

10000+ employees

Used daily for less than 6 months

Review source

Reviewed February 2020

Very satisfied to date

So far so good!

Ratings Breakdown

Ease of use

Functionality

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.

Reasons for switching to Sparkcentral

We were part of a merger and the company that bought us were already on SparkCentral. We debated the two platforms and I quickly saw the benefits of using Spark. I feel this tool gives us a better handle on the agents' work and performance.

Ashley J.

Verified reviewer

Consumer Services

201-500 employees

Used daily for less than 6 months

Review source

Reviewed May 2020

Love SC!

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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!

Reasons for choosing Sparkcentral

It was the only program which had a similar interface and we could limit access by agent. All other programs we had encompassed everything (ie: replies, publishing, scheduling all in one).

Reasons for switching to Sparkcentral

Buffer Replies was shutting down

Ronald O.

Verified reviewer

Banking

5001-10000 employees

Used daily for less than 2 years

Review source

Reviewed March 2020

Awesome application

1. Centralization Social Media customer queries. We are now able to monitor all customer conversations. 2. Reports:We are now able generate important reports and with the data readily available, it is easy to make key business decisions and offer solutions.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

1. Aggregation of all customer conversations from Social Media channels ensures that communication to is centralized and no customer is left out. 2. The application is simple to use because you operate from a single platform. 3. The application ensures security and accountability for users. Users create their own passwords and their daily reports are readily available in the system. 4. It very easy to generate and customize reports.

Cons:

1. No time filters. This feature is currently missing but is under development. For busy organizations, it will help to segment conversations whenever there are backlogs or heavy traffic. 2. Non-integration of Dark Posts from Facebook. Currently the posts are not populating on the application.

Karel T.

Verified reviewer

Information Technology and Services

10000+ employees

Used daily for more than 2 years

Review source

Reviewed February 2020

Unified inbox and great ease of use

Sparkcentral really helps us engage with the student population of our University. It's an easy to use and intuitive interface (the "extended" training for new agents is 1 hour), it integrates seamlessly with our central login system and adding and managing channels is a breeze.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The big advantage of Sparkcentral is the unified inbox for all social media channels. It makes adding a new channel a breeze and it helps a lot in managing the different channels. Also, we use the web chat channels Sparkcentral offers a lot, and so do the customers.

Cons:

Next to the social media channels we still need a separate system for our regular help desk tickets through phone or mail. A truly unified inbox for all would be great.

Reasons for choosing Sparkcentral

The unified inbox and the WhatsApp Business support.

Zuzana S.

Verified reviewer

Retail

10000+ employees

Used daily for more than 2 years

Review source

Reviewed February 2020

Easy solution fo ryour operations

The overall experience is very good, we can rely on them. We have an honest relationship and when problems arise, we try to solve it together.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

- use to use - relationship with the Sparkcentral team - good support in any set up or advice you might need, regular calls - integrations - nice reports

Cons:

- the look of the actual platform could improve

Millie W.

Verified reviewer

Consumer Services

10000+ employees

Used daily for more than 2 years

Review source

Reviewed February 2020

Spark

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like that it is easy to use, useful when helping customers and there are a lot of good features on it

Cons:

I don't like the fact that if \i am working on a customer response that if I click of the message it deletes itself

Vendor Response

Hi Millie, thanks for your feedback, this issue is resolved and should no longer be a problem. If you have any more questions please contact your Customer Success Manager.

Replied February 2020

Amanda A.

Verified reviewer

Retail

10000+ employees

Used daily for more than 2 years

Review source

Reviewed February 2020

Overall Enjoy