SpiceCSM Software


 

SpiceCSM offers an array of powerful products and services that have been developed to increase the success and efficacy of any customer care organization. Supporting businesses of any size with 20 or more agents, SpiceCSM offers companies a unique, innovative way to quickly adapt to the needs of their customers, and easily scale their support infrastructure as the company grows.

What makes SpiceCSM unique is that it combines corporate and customer support into a single Customer Engagement Platform. This platform can be molded to support the needs of a number of verticals, including ISP tech support, higher education, help desk, multi-brand contact centers, and more.

Using powerful cloud-based decision tree functionality, both the guided and the self-service implementations of SpiceCSM help customers quickly resolve their issues. These decision trees use intuitive guided process workflows to present information dynamically to the support reps, helping to minimize training time, reduce agent turnover, and cut costs, all while providing a more effective way to support your customers.

Key features in SpiceCSM include case and ticket management, a robust business rules engine, reporting and analytics, inbound and outbound scripting, CRM, and guided self-service. We recommend SpiceCSM to any business looking to optimize their customer care activities, lower agent training costs and downtime, and provide their customers overall with consistently excellent service.

 

SpiceCSM - Dynamic statistics
 
  • SpiceCSM - Dynamic statistics
    Dynamic statistics
  • SpiceCSM - Diagnose and correct issues
    Diagnose and correct issues
  • SpiceCSM - Interactive display
    Interactive display
  • SpiceCSM - Perform common tasks
    Perform common tasks
  • SpiceCSM - Access full brand campaign details
    Access full brand campaign details
Supported Operating System(s):
Web browser (OS agnostic), Windows 8

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Stephanie from Copper.Net

April 2017

April 2017

A great idea...

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

Spice is a great program to guide my employees through processes so that they know what they need to do. The aesthetics are decent and it functions well. A lot of updates were made recently that have caused a lot of issues on our end. I have a contact and she is wonderful, but a lot of times the fixes are above my comprehension. Some of the process editor items are very straight forward and easy to use. I have limited knowledge, so the flaw could be me, but overall, it does seem to have a few little quirks that need worked out.

Source: Capterra