Eleveo vs. SpiceCSM

Zoom management suite is well suited for companies that have enforced call center optimization software previously. Coming from other software, Zoom makes the transition very smooth. But, if a call center software has never been used in a workplace, I feel like this isn't the place to start. There is a pretty steep learning curve.

Incentivized

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.

Incentivized

• Recording Agent interactions. It is simple and easy to adopt and retrieving them is also convenient.
• The follow up with the customer experience is smooth and flawless.
• The ease of initial installation and the operations of it including adding and removing agents.

Incentivized

• Personalization
• Segment Skills/Campaigns
• Support for issues

Incentivized

• The user to manipulate the tool has to full pass through training.
• Support availability is low.
• Complex project handling is also slow.

Incentivized

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

Incentivized

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

Incentivized

At the moment there is no reason to use the ZOOM support.

Incentivized

Someone is always available to assist or answer questions.

Incentivized

ZOOM Quality Management Suite has better stability and is more user-friendly. ZOOM Quality Management Suite has better auditing features when trying to assess the performance of the users. My personal impression is that Zoom Quality Management uses less bandwidth than its competitors thus making it easier to interact with the tools we use on a day-to-day basis.

Incentivized

Salesforce and Zendesk. I like SpiceCSM better.

Incentivized

• Staff feels more equipped to handle calls well.
• Follow up after calls have been more successful.
• Benchmarking process improvements is easier.

Incentivized

• 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.

Incentivized