SpiceCSM vs. Verint Monet

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

Verint Monet has been a great tool for someone, like myself, who has had little to no WFM experience the opportunity to learn and grow along with learning and utilizing the tool. One of the biggest contributors to this success, I feel, is the Verint Monet support team. Our contact center has been able to build a rapport with them and they have a clear understanding of our needs.

Incentivized

• Personalization
• Segment Skills/Campaigns
• Support for issues

Incentivized

• Scheduling daily activities
• Agent reports
• Real-time adherence monitoring

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

Incentivized

• Should better show chart for better analysis.
• Filter is resetting every time I open the tool.
• Some reports can be included or combined in one place.

Incentivized

Because it's almost a year and they still haven't fixed the issues we're having in terms of feeding data from Talkdesk OMNIchannel, as promised.

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

Incentivized

Because the data feed for Chat and Email won't work and I can't forecast w/o the feed or I had to manually import data which consumes a lot of time

Someone is always available to assist or answer questions.

Incentivized

It's hard to report using their new platform. They ask lots of requirements that I think they can replicate. Or better yet, have a call with their customers to get the ticket resolved quicker

Salesforce and Zendesk. I like SpiceCSM better.

Incentivized

I have had the opportunity to see many of the other Verint Monet products at Engage but our Contact Center does not use them or have a need to at this time.

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

• Positive in a way [because] we can manage our daily staffing.
• [It helps] planning [the] schedule ahead of time.
• [It would be] best if we [could] customize the interface based on [the] company's aesthetic.