What users are saying about
13 Ratings
2 Ratings
13 Ratings
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Score 8 out of 100
2 Ratings
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Score 7.2 out of 100

Attribute Ratings

  • Calibre is rated higher in 1 area: Likelihood to Recommend
  • SpiceCSM is rated higher in 1 area: Support Rating

Likelihood to Recommend

9.0

Calibre

90%
5 Ratings
7.2

SpiceCSM

72%
2 Ratings

Usability

Calibre

N/A
0 Ratings
9.0

SpiceCSM

90%
1 Rating

Support Rating

8.5

Calibre

85%
4 Ratings
9.0

SpiceCSM

90%
1 Rating

Likelihood to Recommend

HigherGround, Inc.

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.
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SpiceCSM

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.
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Pros

HigherGround, Inc.

  • 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.
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SpiceCSM

  • Personalization
  • Segment Skills/Campaigns
  • Support for issues
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Cons

HigherGround, Inc.

  • I'd like to see more customization.
  • More plugins and plugin notifications.
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SpiceCSM

  • Reporting - Not very customizable
  • Managing Contact Dispositions (topics)
  • Analytics user interface
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Pricing Details

Calibre

Starting Price

Editions & Modules

Calibre editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    SpiceCSM

    Starting Price

    Editions & Modules

    SpiceCSM editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Usability

      HigherGround, Inc.

      No answers on this topic

      SpiceCSM

      SpiceCSM is user friendly and ties in nicely to our NICE inContact platform
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      Support Rating

      HigherGround, Inc.

      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.
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      SpiceCSM

      Someone is always available to assist or answer questions.
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      Alternatives Considered

      HigherGround, Inc.

      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.
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      SpiceCSM

      Salesforce and Zendesk. I like SpiceCSM better.
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      Return on Investment

      HigherGround, Inc.

      • Increased the learning time of my team.
      • Allowed for easy exchange of lengthy documents.
      • Provided more up to date general knowledge for the departments.
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      SpiceCSM

      • 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.
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