TrustRadius

Provana Speech Analytics vs. SpiceCSM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Provana Speech Analytics
Score 10.0 out of 10
N/A
Provana in Naperville offers a suite of products to creditors and collection agencies to ensure smooth business processes and regulatory compliance via automation, with advanced analytics for tracking operational success.N/A
SpiceCSM
Score 7.0 out of 10
N/A
SpiceCSM is a call center optimization suite from the New York company of the same name, featuring a Unified Desktop, a Data and Application Connector, analytics and process automation, and more.N/A
Pricing
Provana Speech AnalyticsSpiceCSM
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Provana Speech AnalyticsSpiceCSM
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsWe offer custom pricing based on the size and requirement of a company. For more pricing info, you can contact us through our website.—
More Pricing Information
Community Pulse
Provana Speech AnalyticsSpiceCSM
Top Pros
Top Cons
Best Alternatives
Provana Speech AnalyticsSpiceCSM
Small Businesses
Clari Copilot
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Score 9.0 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.5 out of 10
Medium-sized Companies
Clari
Clari
Score 8.1 out of 10
Playvox
Playvox
Score 9.3 out of 10
Enterprises
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Score 8.1 out of 10
Playvox
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Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Provana Speech AnalyticsSpiceCSM
Likelihood to Recommend
10.0
(1 ratings)
7.0
(2 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
Provana Speech AnalyticsSpiceCSM
Likelihood to Recommend
Provana
Provana is very well suited for our well-being and needs in that all of our company policies can be searched, found, and updated within minutes. It makes it easy to find what you are looking for and navigate the ever-changing landscape of SOPs. I’ve never seen anything that is easier to use and upload your files into.
Verified User
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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.
Verified User
Anonymous
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Pros
Provana
  • Organization
  • Cleanliness
  • Policy holding
  • Portability
Verified User
Anonymous
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SpiceCSM
  • Personalization
  • Segment Skills/Campaigns
  • Support for issues
Verified User
Anonymous
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Cons
Provana
  • Sometimes slow to load
  • Maybe more user guidance
  • Needs more color
  • Staff list
Verified User
Anonymous
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SpiceCSM
  • Reporting - Not very customizable
  • Managing Contact Dispositions (topics)
  • Analytics user interface
Verified User
Anonymous
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Usability
Provana
No answers on this topic
SpiceCSM
SpiceCSM is user friendly and ties in nicely to our NICE inContact platform
Verified User
Anonymous
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Support Rating
Provana
No answers on this topic
SpiceCSM
Someone is always available to assist or answer questions.
Verified User
Anonymous
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Alternatives Considered
Provana
To be honest, I have really never used anything more than Provana. Provana has been the easiest tool that I have ever used. I really enjoy using it and all of my other coworkers and employees understand and know that updating recertifying or changing the policy is as easy as locking onto the website and clicking a few buttons.
Verified User
Anonymous
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SpiceCSM
Salesforce and Zendesk. I like SpiceCSM better.
Verified User
Anonymous
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Return on Investment
Provana
  • Time
  • Money
  • Readiness
  • Expertise
Verified User
Anonymous
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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.
Verified User
Anonymous
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ScreenShots