TrustRadius

SpiceCSM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
SpiceCSM
Editions & Modules
No answers on this topic
Offerings
Pricing Offerings
SpiceCSM
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup FeeNo setup fee
Additional Details—
More Pricing Information
Community Pulse
SpiceCSM
Considered Both Products
SpiceCSM
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SpiceCSM
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User Ratings
SpiceCSM
Likelihood to Recommend
7.0
(2 ratings)
Usability
9.0
(1 ratings)
Support Rating
9.0
(1 ratings)
User Testimonials
SpiceCSM
Likelihood to Recommend
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
SpiceCSM
  • Personalization
  • Segment Skills/Campaigns
  • Support for issues
Verified User
Anonymous
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Cons
SpiceCSM
  • Reporting - Not very customizable
  • Managing Contact Dispositions (topics)
  • Analytics user interface
Verified User
Anonymous
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Usability
SpiceCSM
SpiceCSM is user friendly and ties in nicely to our NICE inContact platform
Verified User
Anonymous
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Support Rating
SpiceCSM
Someone is always available to assist or answer questions.
Verified User
Anonymous
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Alternatives Considered
SpiceCSM
Salesforce and Zendesk. I like SpiceCSM better.
Verified User
Anonymous
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Return on Investment
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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