A reliable program for customer contact documentation that integrates nicely with Nice CXone
February 23, 2022

A reliable program for customer contact documentation that integrates nicely with Nice CXone

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with SpiceCSM

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.

Do you think SpiceCSM delivers good value for the price?


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Did SpiceCSM live up to sales and marketing promises?

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Did implementation of SpiceCSM go as expected?

I wasn't involved with the implementation phase

Would you buy SpiceCSM again?


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.