A reliable program for customer contact documentation that integrates nicely with Nice CXone
Use Cases and Deployment Scope
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.
Pros
- Customer contact documentation
- Case management for agents and other users
- Softphone integration
Cons
- Reporting - Not very customizable
- Managing Contact Dispositions (topics)
- Analytics user interface
Most Important Features
- Agent softphone integration
- Customer contact and account history
- General contact disposition summaries and details reports
Return on Investment
- 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.
Other Software Used
NICE CXone (formerly NICE inContact), NICE Back Office Workforce Management, Fuze