NICE Adaptive WFO vs. SpiceCSM

NICE Adaptive WFO allows moving of contacts through their channels is easy, permission management ability is excellent and easy to manage client contacts. With this solution is easy to obtain meaningful reports and very reliable to make critical business decisions and other development within the business which may lead to production enhancement.

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

• Great system and easy for project workflow management.
• The optimization through NICE Adaptive WFO tools is amazing and excellent.
• The best and beneficial reports creation software.

Incentivized

• Personalization
• Segment Skills/Campaigns
• Support for issues

Incentivized

• Long term forecasting functionality.
• The user interface requires more steps than competitors. While the end results are quality, it can take time to get there.
• Lack of clearly demonstrated forecasting designed specifically for non-phone contact types.

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

Someone is always available to assist or answer questions.

Incentivized

NICE inContact is for our soft phone or virtual phone. They have their own functions in our organization. They are both useful and easy to use. Two different functionality but same NICE. Very friendly tools and recommend this two in their platform. NICE software are really amazing. It makes work and business easier.

Incentivized

Salesforce and Zendesk. I like SpiceCSM better.

Incentivized

• Effective tool on predictive data analytics creation and the reports are excellent.
• Contacts import and email list management solution.
• Real time data reporting and the project management is very excellent.

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