A reliable program for customer contact documentation that integrates nicely with Nice CXone
Use Cases and Deployment Scope
Agents use SpiceCSM for daily call documentation and case creation. We use the cases for returns, refunds, and any other type of customer account management that cannot be done at an agent level. We use the documentation to evaluate all customer contact dispositions and to watch for trends. We also use it to look for customer feedback regarding just about anything from website issues to product suggestions or even just general complaints. We also use SpiceCSM integrated into our NICE CXone software for the softphone connection. Agents log into SpiceCSM each day to control their phone availability codes.
Pros
- Customer contact documentation
- Case management for agents and other users
- Softphone integration
Cons
- Reporting - Not very customizable
- Managing Contact Dispositions (topics)
- Analytics user interface
Likelihood to Recommend
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.
