Sparkcentral and Dimension Data Focus on WhatsApp for Customer Service

Dimension Data recently began implementing Sparkcentral’s technology, after the two companies signed an agreement for the EMEA region. Dimension Data is currently the only technology integrator that distributes Sparkcentral’s innovative software in EMEA. The collaboration demonstrates the two firms’ strong focus on improving customer experience.

Contact Centre CLUB

Both companies are firm believers in the future of direct messaging. Sparkcentral grew out of the need to communicate via social media but has increasingly focused on direct messaging in recent years. Dimension Data agrees that contact via social media and messaging apps is where the future of customer communications lies.

“Customer Experience is of paramount importance,” says Christoph Neut, Vice President EMEA at Sparkcentral. “In 2019, customers want contact with companies through their preferred communications channels. We meet this need and offer software that not only enables contact through live messaging, social media, and WhatsApp, but also does so by making agents more productive and letting them serve more customers.”

Dimension Data believes in Sparkcentral’s product, so it decided to collaborate in the entire EMEA region. “Telephony will never disappear completely, but we are seeing other communications channels claiming an ever-bigger slice of the pie,” says Philippe Urbain, Solutions Director at Dimension Data. “Many people prefer to make contact using WhatsApp than to wait for interminable minutes in a phone queue.”

One of the biggest advantages of Sparkcentral’s software is its ease of access for staff and customers alike, but it is also straightforward to implement. “Sparkcentral is a product that runs entirely in the cloud, so it’s really simple to get the platform up and running,” Urbain explains. Yet companies get a great deal in return. “With WhatsApp and other messaging channels you can do all sorts of things that you can’t do over the phone. You can send messages, of course, but you can send photos and videos too. The possibilities are endless.”

“Our customers tell us that messaging channels now deliver the highest level of customer satisfaction across all channels,” adds Neut. “And at the same time, they are also more efficient, because messaging communication is easier to combine with bots and AI, which enables you to work more cost-effectively,” Neut concludes.

Sparkcentral’s platform is currently used by a number of well-known names in the Belgian business world. Engie, KBC, Brussels Airport and Argenta Bank are among those who already use the software.

About Dimension Data

Founded in 1983, Dimension Data is a USD 8 billion global leader in designing, optimising, and managing today’s evolving technology environments. This enables its clients to leverage data in a digital age, turn it into information, and extract insights.

Headquartered in Johannesburg, Dimension Data employs 28,000 people across 47 countries. The company brings together the world’s best technology provided by market leaders and niche innovators with the service support that clients need for their businesses – from consulting, technical, and support services to a fully-managed service.

Dimension Data is a proud member of the NTT Group.

Visit us at http://www.dimensiondata.com

About Sparkcentral

Based in San Francisco, California, and Hasselt, Belgium, Sparkcentral is a messaging customer service platform company with a mission to change the way customer service is delivered around the world. 1.5 billion people around the globe send tens of billions of messages on WhatsApp alone – per day. Yet very few of those messages go to businesses. Sparkcentral aims to change that. The company wants to spark a movement to connect businesses with customers through messaging, whether through social media or private messaging channels such as WhatsApp, Messenger, SMS text, live chat, or any other digital messaging means. Leading brands around the world rely on Sparkcentral’s Messaging Customer Service platform, including Netflix, Slack, citizenM, Goodbaby, KBC Bank, and Argenta Bank. Learn more at www.sparkcentral.com.