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#contactcenterworld, @sparkcentral
Vancouver, BC, Canada, Jan. 6, 2021 -- Hootsuite announced its acquisition of Sparkcentral, a SaaS provider enabling the future of digital customer engagement through 1:1 conversational messaging channels including Instagram, Facebook Messenger, Twitter, WhatsApp, WeChat, SMS, and Chat.
Based in Hasselt, Belgium, and New York City, Sparkcentral is a social and digital customer care platform, with deep integrations into the core business systems of today’s customer-centric organizations.
"Our world is digital—social and messaging platforms have increasingly become where people are looking to engage with brands and organizations," said Tom Keiser, CEO, Hootsuite. "Our customers have been asking for more capabilities in the area of social customer care and we’re excited to expand our offering with this new acquisition."
Hootsuite’s latest research found over half the world’s population is now on social media. The global pandemic has proven to be a rapid accelerator of digital transformation, driving customer care to surpass traditional marketing as the primary focus for brands to meet customer needs.
"Brands and organizations must grow their digital capabilities to connect with their customers on the social and messaging platforms their customers use, not the other way around. These customer engagements need to seamlessly connect into the brand and organization’s workflow across all customer-facing departments—marketing, sales, customer support, finance, etc.," said Keiser. "With Sparkcentral joining Hootsuite, we enable brands of all sizes to create a holistic, agile, and effective experience for their customers."
"We have built a robust social customer care platform to enable some of the world’s leading brands with scalable SLA based engagement throughout every step of the customer journey—from the marketing and sales phase to the post-sales phase," said Christoph Neut, former CEO, Sparkcentral, now VP, Sales at Hootsuite. "Together our two best-in-breed technologies will be a disruptive force, as we support organizations of all sizes in providing their customers with the highest level of customer care at scale."
#contactcenterworld, @sparkcentral
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com
About Hootsuite:
Hootsuite is a provider in social media management, trusted by more than 18 million customers and employees at more than 80 percent of the Fortune 1000. Hootsuite's expertise, customer insights at scale, and collaborative ecosystem empower organizations large and small to strategically grow their brand, business, and customer relationships with social.
About Sparkcentral:
Sparkcentral’s cloud based contact center platform provides a SaaS solution that enables your human and virtual (BOT) customer service teams small, medium or large to jointly deliver SLA based Customer Service
on messaging channels, making engagement with your brand frictionless for your valued digital clients or prospects !!!
Published: Friday, January 8, 2021
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