SpiceCSM is a cloud-based customer engagement solution for small, midsize and large companies. Primary features include case management, ticket management, inbound and outbound scripting, self-service module, process automation tools, customer service management, business rules, content management, reporting and analytics.
The workflow engine allows users to create workflows, decision trees, drag and drop nodes. Users can view the development changes in real-time. The robotic process automation module allows users to automate repetitive tasks and create a process that function without human intervention.
The customer engagement hub allows users to access data from multiple solutions via a single interface. The business rules engine allows users to automate procedures, minimize human error, event monitoring and schedule events. It offers integration with Zendesk, Netsuite, LogMeIn, Salesforce, Microsoft Dynamics, Oracle, SAP, inContact, Five9, SugarCRM, JIRA, Zoho and others.
Support is offered via email and over the phone.
Stephanie from Copper.Net
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.