Name: SpiceCSM Platform Demo
Uploaded: 2016-10-05T15:29:09.000Z
Duration: 11 min 51 s
Description: SpiceCSM Platform Demo

Call Center Workforce Optimization

Help Desk

Web and Video Conferencing

Customer Support

Mobile App Development

Development

Business Intelligence (BI)

Collaboration

Data Discovery and Visualization

Document Management

Dropshipping

Integrated Workplace Management (IWMS)

Enterprise

Accounting

Payment Gateway

Spend Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Course Authoring

Employee Monitoring

Employee Performance Management

HR Management

Payroll

Professional Employer Organizations (PEO)

Recruitment Agency

Recruitment Automation

Succession Planning

Talent Intelligence

Talent Management

Video Interview

Workforce Analytics

Workforce Management

eLearning Content

Human Resources

C/C++ Integrated Development Environments

Cloud Storage

Compliance Consulting

Configuration Management Databases

Data Quality

Distributed Denial of Service (DDoS) Protection

Fraud Detection

IT Alert Management

In-Memory Databases

Infrastructure-as-Code (IaC)

Integration Platform as a Service (iPaaS)

Network Performance Monitoring

Remote Monitoring and Management

Tower Servers

Virtual Private Network (VPN)

Zero Trust Security Solutions

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Competitive Intelligence

Consumer Ratings & Reviews

Content Management

Email Marketing

Email Testing

Market Intelligence

Marketing Automation

Presentation

Social Media Advertising

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Field Sales Software

Multichannel Retail

Sales

Antivirus

Certificate Lifecycle Management

Secure Access Service Edge (SASE)

User and Entity Behavior Analytics (UEBA)

Security

Car Rental

Home Health Care

Insurance Agency Management

Legal Research

Library Management

Vertical-Specific

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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.

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.

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

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WFM Enterprise

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SpiceCSM

SpiceCSM Platform Demo

Likelihood to Recommend

Usability

Support Rating

Want to see how SpiceCSM is transforming the customer experience?  Watch this demo video to get a look into the platform. 

Have more questions or want to see more visit: www.spicecsm.com

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Not very customizable

User interface

Customer service

Hit or miss

Recently released

Extremely limited

Set up

Customer contact

Case management

Build campaigns

Hard to set

Home

Call Center Workforce Optimization Software

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

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

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

Increased productivity
Less after call work time
Improved reporting

SpiceCSM

Overview

What is SpiceCSM?