MiContact Center vs. SpiceCSM

We used to have Cloudagent from Ozonetel and due to multiple downtimes and frequent disconnects, It is a good tool for a well-settled call center but is not suitable for startups due to high procurement costs. But the sophistication makes up for the lack of support from the team. The tool is absolute bliss.

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

• Call forwarding
• Voicemail
• Detailed contact list

Incentivized

• Personalization
• Segment Skills/Campaigns
• Support for issues

Incentivized

• Can be little economic
• Hustle to find the right analysis
• Support can be improved

• 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

Someone is always available to assist or answer questions.

Incentivized

- Great Tool for contact center who would like to have all the processes under single roof - Premium features and best analytics to understand the process metrics - We have been able to onboard new joiner's easily without much support form the MITEl team and they have been working ever since.

Salesforce and Zendesk. I like SpiceCSM better.

Incentivized

• It keeps all side of our company connected
• Helps facilitate remote work

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