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SpiceCSM

SpiceCSM

Overview

What is SpiceCSM?

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.

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Recent Reviews

TrustRadius Insights

Users have found that SpiceCSM is effective for gauging employee engagement and recognition, which can be used for growth and promotion …
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Spice Spice Baby!

9 out of 10
November 03, 2020
Incentivized
We have launched SpiceCSM organization wide for a variety of fact finding, troubleshooting and issue resolution, as well as documentation. …
Continue reading
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Pricing

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What is SpiceCSM?

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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

What is NICE CXone?

NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management,…

What is Talkdesk?

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

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Product Demos

SpiceCSM Platform Demo

YouTube
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Product Details

What is SpiceCSM?

SpiceCSM Video

SpiceCSM Platform Demo

SpiceCSM Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(2)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Users have found that SpiceCSM is effective for gauging employee engagement and recognition, which can be used for growth and promotion cycles. With the software's built-in dashboards, users are able to easily report on employee engagement at a glance. The platform has also positively impacted users' productivity by streamlining their processes and improving their speed, leading to increased efficiency and consistency in their work. Agents using the tool have experienced a quick learning curve, resulting in improved documentation and tracking.

Another key use case of SpiceCSM is its ability to enable users and their partners to use the same ticketing system for recording issues and creating a database of customers. This centralized approach allows for seamless collaboration between different teams or organizations, leading to more efficient issue resolution and improved customer service. Users appreciate the ability to completely customize processes for each client, allowing for tailored solutions on demand. Additionally, SpiceCSM is used organization-wide for various purposes such as fact-finding, troubleshooting, issue resolution, and documentation. The Guided Processes feature has been highly beneficial for representatives, providing them with step-by-step guidance and ensuring consistent execution of tasks.

Integration with other platforms is another valuable use case of SpiceCSM. Users have reported that the software integrates well with the inContact platform, allowing agents to conveniently use it for call documentation and case creation. Furthermore, SpiceCSM is integrated into the NICE CXone software for softphone connection, enabling agents to effortlessly control their phone availability codes. This integration enhances agent productivity by seamlessly combining multiple functionalities into one platform.

While the overall user experience with SpiceCSM has been positive, some users have mentioned that the training and onboarding process for new employees can be lengthy. Additionally, a few users have experienced issues with recent updates and found some aspects of the process editor to be challenging. However, these drawbacks have not significantly hindered the software's overall functionality and performance.

In summary, SpiceCSM provides users with a range of use cases that improve productivity, streamline processes, and enhance collaboration. From gauging employee engagement to creating a centralized ticketing system, SpiceCSM offers valuable features that cater to various organizational needs. Its seamless integration with other platforms further enhances its functionality and usability for users.

  • Detailed Variance in Topics: Users have highly appreciated the product's ability to provide a comprehensive range of topics, allowing them to gauge engagement levels effectively. This feature has been praised by multiple reviewers for its usefulness in gaining valuable insights and understanding customer interests.

  • Good User Interface and Format: Reviewers consistently highlight the intuitive user interface of the product, finding it well-designed and user-friendly. They appreciate how easily they can navigate through different sections and access relevant information. The format has also received positive feedback for its clear organization and visually appealing presentation.

  • Useful for Help Desk Needs: Many users have expressed that the product is invaluable for companies' help desk needs. It empowers businesses to efficiently address customer queries, provide necessary assistance, and ensure timely resolutions. The robust features enable effective ticket management, knowledge sharing, and streamlined communication between agents and customers.

Limited Customization Options: Some users have expressed that there are limitations on the customization options compared to other platforms, restricting their ability to tailor the system to their specific needs. They have requested for more customization features to be available for greater flexibility and personalization.

Reporting Feature Not Robust: Reviewers have mentioned that the reporting feature is not as robust as they would like it to be. Users desire a more comprehensive set of reporting capabilities with advanced functionalities and customizable options in order to extract meaningful insights from the data.

Difficulties Adding Additional Users: Several users have stated that it could be made easier to add additional users to the system. They find the current process for user management cumbersome and would appreciate a more intuitive and streamlined way of adding new users without any complications or complexities.

Users of the platform commonly recommend the following:

  1. Discussing specific needs with the account person before using the platform: Many users emphasize the importance of having a conversation with the account person to ensure that the platform is tailored to their specific requirements. This helps in maximizing the benefits and functionalities of the tool.

  2. Using the platform for communicating with people in need of help: Users highly recommend utilizing this tool as an effective means of communication with individuals who require assistance. The platform facilitates streamlined and efficient communication, enabling businesses to provide support promptly and effectively.

  3. Giving the product a try for businesses: Many users highly recommend giving this product a try for businesses. They believe that it offers valuable features and functionalities that can enhance various aspects of business operations, such as customer support, sales, and productivity. By exploring and leveraging its capabilities, businesses can potentially experience improved efficiency and overall performance.

Overall, users suggest setting up the platform without hesitation to enhance productivity and streamline communication with customers or individuals in need of help. With proper learning and implementation, this product has the potential to perform a wide range of tasks beneficial for businesses.

Attribute Ratings

Reviews

(1-2 of 2)
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Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
  • Customer contact documentation
  • Case management for agents and other users
  • Softphone integration
  • Reporting - Not very customizable
  • Managing Contact Dispositions (topics)
  • Analytics user interface
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.
  • Agent softphone integration
  • Customer contact and account history
  • General contact disposition summaries and details reports
  • 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.
NICE CXone (formerly NICE inContact), NICE Back Office Workforce Management, Fuze
November 03, 2020

Spice Spice Baby!

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have launched SpiceCSM organization wide for a variety of fact finding, troubleshooting and issue resolution, as well as documentation. This program addresses common Support Center issues, such as information retention. The Guided Processes are a wonderful benefit to our representatives. Reporting and admin features are also tied in nicely to our inContact platform.
  • Personalization
  • Segment Skills/Campaigns
  • Support for issues
  • Errors during record search
  • Errors during screenpop
  • Inability to copy KB unless you attach it to a case
SpiceCSM is very well suited for supporting agents that support different skills/campaigns. I cant think of any specific instances where SpiceCSM is less appropriate.
  • Increased productivity
  • Less after call work time
  • Improved reporting
Salesforce and Zendesk. I like SpiceCSM better.
SpiceCSM is user friendly and ties in nicely to our NICE inContact platform
Someone is always available to assist or answer questions.
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