Likelihood to Recommend Without a doubt, we have loved this software because of how easy it is to use and how useful it has been for us. We have been able to supervise communications between employees, customers, and suppliers, monitoring that our rules and policies are met at all scales, improving performance and productivity at work.
Read full review SpiceCSM does an excellent job at allowing agents to view customer information, access customer contact documentation history, and create cases to send to other departments or to have the account managed beyond an agent's capabilities. It is a great tool for tracking individual account activity such as returns, contact history, contact disposition history, and general account information. The analytics of SpiceCSM could be improved. The reports are not easily customizable, which leaves users frequently having to manually process data in Microsoft Excel.
Read full review Pros Management of multiple formats - Calibre does an excellent job handling multiple copies of digital media in different formats, making it available to users in their choice of format. Robust plug-in system - Calibre has a robust plugin system that support extensibility from it's wide user base. Anything from managing metadata to integration with other applications. Built in reader - Calibre has a built in reader for digital media files, enabling users to view the content before deciding to download the content to their device. Read full review Personalization Segment Skills/Campaigns Support for issues Read full review Cons I'd like to see more customization. More plugins and plugin notifications. Read full review Reporting - Not very customizable Managing Contact Dispositions (topics) Analytics user interface Read full review Usability SpiceCSM is user friendly and ties in nicely to our NICE inContact platform
Read full review Support Rating Not only has the customer support for Calibre been great, but the community surrounding it is great too. Users are ready and willing to jump in to help you solve a particular issue you're encountering with Calibre. As a result, I've expanded what we do with Calibre quite a bit through community support of its plugin infrastructure.
Read full review Someone is always available to assist or answer questions.
Read full review Alternatives Considered Calibre, like
Acrobat , offers the user the ability to be able to view a digital ebook whether from online or off-line. But
Acrobat can only open PDF files. Calibre can open & convert multiple digital file formats.
Read full review Read full review Return on Investment Increased the learning time of my team. Allowed for easy exchange of lengthy documents. Provided more up to date general knowledge for the departments. Read full review Ability to analyze customer contact topic trends. Ability to sort callers and filter them to certain phone lines based on customer account information. Large data was lost after 90 days (contact level/call notes and details), so we have to save and backup the data ourselves. This takes up a bit of storage space. Read full review ScreenShots