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Spice Spice Baby!
November 03, 2020

Spice Spice Baby!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with SpiceCSM

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
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.

Do you think SpiceCSM delivers good value for the price?

Yes

Are you happy with SpiceCSM's feature set?

Yes

Did SpiceCSM live up to sales and marketing promises?

Yes

Did implementation of SpiceCSM go as expected?

Yes

Would you buy SpiceCSM again?

Yes

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.