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Dimension Data becomes distributor of Sparkcentral for the EMEA region. The cloud platform for messaging communication is seen by both parties as the future of customer communication. Dimension Data is for the time being the only technology integrator that distributes Sparkcentral’s innovative software in EMEA.

Telephony will never completely disappear, but we see that other communication channels are claiming an increasing share of the cake. Many people prefer to get in touch via WhatsApp rather than having to be on the line for minutes. Through WhatsApp and other messaging channels, a lot of things are possible that are not possible over the phone. I’m not only thinking about messages, but also about photos and videos. According to Philippe Urbain, Solutions Director at Dimension Data, there are many possibilities.

Combination with bots and AI

He sees the accessibility and easy implementation of Sparkcentral’s cloud solution as a major benefit for employees and customers. With our current software users, we find that the messaging channels invariably deliver the highest customer satisfaction. At the same time, they are also more efficient, because messaging communication is easier to combine with bots and artificial intelligence (AI), which also makes it possible to work more cost-efficiently, says Christoph Neut, Vice President EMEA.

Sparkcentral grew out of the need to communicate via social media, but in recent years it has increasingly focused on direct messaging. Worldwide, one and a half billion people would receive tens of billions of WhatsApp messages every day, of which only a small part would serve to communicate with companies. Something Spark Central wants to change.

Messaging Customer Care Platform

For this reason, the company brings companies into contact with customers via messaging. They do this through both public channels (social media) and private channels (WhatsApp, Facebook Messenger and SMS, among others). Customers are provided with a Messaging Customer Care platform and relevant insights. Sparkcentral has announced that it is collaborating with companies such as Engie, Brussels Airport and Argenta Bank.

According to Neut, the customer experience is therefore of the utmost importance: by 2019, customers want to have contact with companies through the communication channels they prefer to use themselves. We meet that need and offer software to contact you via live messaging, social media and WhatsApp.

Related: WhatsApp deploys Business API, KBC for first-time users

This news article was automatically translated from Dutch to give Techzine.eu a head start. All news articles after September 1, 2019 are written in native English and NOT translated. All our background stories are written in native English as well. For more information read our launch article.