# Sparkcentral Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Sparkcentral Software - reviews, pricing plans, popular comparisons to other Live Chat products and more. Source: https://www.capterra.com/p/142857/Sparkcentral-Customer-Engagement-Platform --- # Sparkcentral Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Sparkcentral ## What is Sparkcentral? Sparkcentral by Hootsuite offers a SaaS platform for digital customer service: listen, support and engage with your customers on channels they love. We provide a turnkey enterprise contact center solution integrating a wide range of communication channels. Explore the full potential of using Live Chat for digital customer service. Sparkcentral is easy to use and integrates seamlessly with other external platforms or software. ## What is Sparkcentral used for? [Customer Support](https://www.capterra.com/customer-support-software/)[Customer Engagement](https://www.capterra.com/customer-engagement-software/)[Conversational AI Platform](https://www.capterra.com/conversational-ai-platform-software/) Top alternative Featured Overall rating Based on 15 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $600 Per Month Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Sparkcentral?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.sparkcentral.com&name=Sparkcentral) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Sparkcentral 4.2 (15) VS. [4.4 (4,076)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $600 Per Month Starting Price $39 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.4 (15) Ease Of Use 4.3 (1,738) Value For Money 4.2 (11) Value For Money 4.2 (1,490) Customer Service 4.6 (13) Customer Service 4.3 (1,509) ## Sparkcentral alternatives [4.2 (987)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Starting price $69.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars Highest Rated [4.5 (823)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [4.5 (286)](https://www.capterra.com/p/132901/Front/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [4.4 (187)](https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Alerts/Escalation System alerts about the need to escalate an issue or request Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges API Application programming interface that allows for integration with other systems/databases Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Sparkcentral 59 features A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Software program that continuously adjusts its behavior based on observed data System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Application programming interface that allows for integration with other systems/databases Tickets are automatically assigned to specific agents based on predefined rules Create and automatically send premade copy in response to customer messages Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Shortcuts for inputting frequently used messages Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Manage and track all internal and external communication conducted via calls, email, text, or chat Manage, organize, and store contact information Interprets what a user is doing based on context and helps guide them through the process. Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system A collection of customer information such as contact details, demographics, previous interactions, etc. Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Access previous interactions or concerns to maintain customer relationships Process of dividing customers into groups based on common characteristics Add customized logos and colors to align with company branding Assembly of graphs and charts for visualizing and tracking statistics/metrics Store and organize documents in a centralized system Manage, store and organize emails within the system or via third-party apps Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Public or private sharing of digital files such as documents, audio/video, images, and more Helps understand a user's intentions/actions Track interaction history by documenting conversations for contacts Incorporation of a chat or messaging system within an organization's internal communication infrastructure Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Ability to chat online in real time Access software remotely via mobile devices Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Manage and support multiple languages Process and analyze human language in text or audio form Form to collect visitor contact information when live chat isn't available A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Existing bot models for AI-based tools commonly used for auditory and textual conversation methods Predict future data based on historical data sets Copy on the page or chat window encouraging the user to engage with the chat option Monitor wait time and abandonment for incoming requests that have not been routed Analyze and gain insights into data in real-time Engage in direct, instant messaging with consumers Receive data and information in real time Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Search and filter data across systems to locate required information by entering keywords or certain criteria Group leads or contacts based on their specific characteristics Online portal through which end users can access the system, manage tasks, or obtain information Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Set and monitor service level agreements to ensure timely response and resolution Allow users to access multiple services after entering their login credentials once Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Allow customers/users to submit support queries and service requests Gauge satisfaction and receive information for improvement and success Set up connections to third-party platforms to improve business processes View messages sent by both parties during the chat conversation Transfer queries and organize messages between agents Create, design and manage workflows for repetitive tasks Get Advice We can help you find the software with the features you need. Features 3.8 (15) 3.8 Based on 15 reviews ## Pricing Value for money 4.2 (11) Basic $600.00 Per Month Value for money 4.2 (11) 4.2 Based on 11 reviews ## Integrations [ WhatsApp](https://www.capterra.com/p/180345/WhatsApp/)[ Instagram](https://www.capterra.com/p/210721/Instagram/)[ Viber](https://www.capterra.com/p/180348/Viber/)[ Meta for Business](https://www.capterra.com/p/213257/Facebook/)[ Messenger](https://www.capterra.com/p/224532/Messenger/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (13) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (13) 4.6 Based on 13 reviews ## User reviews Overall rating 4.2 Based on 15 reviews Filter by rating 5(4) 4(10) 3(1) 2(0) 1(0) Mentioned topic Sorted by most recent AJ Ashley J. Social Media Manager Consumer Services ### "Love SC!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 29, 2020 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. 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). Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. ET Eric T. Customer Insights Retail ### "Works for consolidating social media but reporting needs serious work" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 2.0 2.0 Customer Service 3.0 3.0 Likelihood to Recommend 3/10 March 6, 2020 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SK Shahan K. Social Media Community Lead - Pakistan Information Technology and Services ### "Spark Central Feedback" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 6/10 March 3, 2020 Pros \- I really like the reports and analytics section - It is user friendly Cons \- CSAT option on Twitter was deactivated last year. Still waiting for an update on it. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RO Ronald O. Team Leader Banking ### "Awesome application" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 2, 2020 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. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. LS Luc S. Head of Customer Centers Insurance ### "Good software" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 7/10 March 2, 2020 Pros very easy to user, good & fast support, nice reporting features Cons no special needs except a better integration with our business tools Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. TM Thomas M. Mobile Developer Banking ### "Sparcentral customer service" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 February 28, 2020 We use Sparkcentral as first line support for customers, contact center that uses the software is very happy using this software. Pros The implementation was easy and the documentation was very clear Cons Meaby more options to customise the app layout Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RG Romain G. Business Analyst Insurance ### "First Time WhatsApp in Entreprise" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 February 25, 2020 We know are able to communicate with our client through WhatsApp and they appreciate it ! Pros The team is young and dynamic. Help us to understand why we should use Social Media. The functionnalities are very great and new are coming ! Cons Automation for dispatching the conversation through the agent with high level of skill definition. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AA Amanda A. Social Media Specialist Retail ### "Overall Enjoy" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 February 24, 2020 Pros This works well for our teams needs, and the updates have made it a lot more user friendly. Cons There's often glitches that cause it to favor certain users depending on the day, which can be quite annoying for my specific role. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. KT Karel T. Helpdesk lead Information Technology and Services ### "Unified inbox and great ease of use" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 February 24, 2020 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. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MJ Mathieu J. Team Manager Aviation & Aerospace ### "Very satisfied to date" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 8/10 February 22, 2020 So far so good! 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. Switched from [Hootsuite](https://www.capterra.com/p/121701/HootSuite/) 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. ZS Zuzana S. Specialist Social Media Tooling & Reporting Retail ### "Easy solution fo ryour operations" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 February 20, 2020 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. 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 Alternatives considered [facelift](https://www.capterra.com/p/150410/facelift/) [Brandwatch](https://www.capterra.com/p/277011/Brandwatch/) Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. WK Wanjiru K. Contact Experience Manager Banking ### "Ease communication" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 February 19, 2020 Ease in onboarding and deployment. After sale services are good. Pros Easy to deploy and for users to adopt (both internal and customers) Cons Allows us to differentiate our customer's experiences and appropriate the right experiences to the different customer segments. Reasons for choosing Sparkcentral met our needs Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. DD Danny D. Director, Customer Experience Computer Software ### "Only software to scale as your social channels do." 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 February 18, 2020 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. Alternatives considered [Sprinklr](https://www.capterra.com/p/131274/Sprinklr-Platform/) Reasons for choosing Sparkcentral Reasonable pricing structure Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SS Stefan S. Project Manager: Innovation and Channel Strategy Information Technology and Services ### "Great tool for customer service" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 February 18, 2020 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. 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. Alternatives considered [Khoros Marketing](https://www.capterra.com/p/131341/Spredfast-Platform/) [Sprinklr](https://www.capterra.com/p/131274/Sprinklr-Platform/) [Oracle Marketing](https://www.capterra.com/p/140450/Oracle-Marketing-Cloud/) [Watermelon](https://www.capterra.com/p/184195/Watermelon/) Reasons for choosing Sparkcentral Good quality product with a vision and a decent price. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MW Millie W. Customer service advisor Consumer Services ### "Spark" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 18, 2020 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 Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor February 19, 2020 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. Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)