Sparkcentral and Dimension Data Partner on WhatsApp for Customer Service

Dimension Data recently began implementing Sparkcentral's social media messaging technology after the two companies signed an agreement for the Europe/Middle East/Africa region.

Dimension Data is currently the only technology integrator that distributes Sparkcentral's software in EMEA.

"Customer experience is of paramount importance," said Christoph Neut, vice president of EMEA at Sparkcentral, in a statement. "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. 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."

"Telephony will never disappear completely, but we are seeing other communications channels claiming an ever-bigger slice of the pie. Many people prefer to make contact using WhatsApp than to wait for interminable minutes in a phone queue," said Philippe Urbain, solutions director at Dimension Data, in a statement. "Sparkcentral is a product that runs entirely in the cloud, so it's really simple to get the platform up and running. 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."