Press Releases

Here is the latest news from the team at SpiceCSM!  

International City Government Selects SpiceCSM

SpiceCSM Universal User Interface (UUI): 360 Degree View of the Customer An International City Government has selected SpiceCSM to provide an All-In-One CRM and Unified Desktop to manage and serve their ~2 million constituents. SpiceCSM’s Unified Desktop brings information from other systems into a single interface and allows organizations to customize the agent front-end to make information easier to interact with. The ability to leverage that data inside a robust Business Process Management (BPM) Engine that provides agent guidance cemented SpiceCSM as the chosen platform to run their Contact Center operations.

JIRA Integration

SpiceCSM’s JIRA Integration Shares Data & Connects Platforms SpiceCSM introduces a JIRA Platform Integration to allow for utilization of CRM/business data directly into the software management platform. Organizations rely on various systems to track business progress & client engagement data, as well project progress. Maintaining a system truth and having consistent & up-to-date documentation requires that all teams, technical & non-technical, be able to engage with information more effectively. Traditionally because of software complexity and user accessibility, primarily development team members utilize JIRA. This requires training additional stakeholders or . SpiceCSM’s solution to the data and communication disconnect is to provide all team members some level of access to JIRA. The JIRA integration connects to the SpiceCSM platform, allowing for data transfer into JIRA directly from the SpiceCSM end. SpiceCSM is an Integration Platform as a Service (iPaaS), so in connecting to JIRA, all systems unified in SpiceCSM can also send data into JIRA.

Realtor Property Resources

SpiceCSM Universal User Interface (UUI): Yields 50% Reduction in AHT and Eases Work From Home

GoToMeeting Integration

SpiceCSM introduces GoToMeeting Integrated Unified Desktop SpiceCSM introduces our newest integration with GoToMeeting which brings collaboration into the Unified Desktop and CRM. Easily manage meeting, set new appointments, and join meetings from directly within SpiceCSM using GoToMeeting leading teleconference software. Agents can interact with meetings directly or they can be manipulated automatically through processes or decisions the agent makes. Organize Meetings Methodically with SpiceCSM With the GoToMeeting integration in SpiceCSM, users leverage guided process workflows that can be programmed to interact with meetings in specific ways. For example; if a customer requires additional support, the process can launch a GoToMeeting session while sending the information to the customer’s email address.

Textel SMS Integration

SpiceCSM’s Textel Integration Leads to Better & Faster Customer Engagement SpiceCSM introduces our newest integration with Textel, a solution which allows businesses to send and receive text messages through any existing business or phone line. Our Textel Integration allows for SMS to be built into any client’s business process workflows, within the SpiceCSM Engagement Suite. The power of this integration lies in allowing users to automate and customize text messages easily. Technical knowledge on configuring API's is not required to successfully use Textel in our low-code visual Process Editor.

Case Study: Nature's Sunshine

Dated Solutions vs SpiceCSM:           Modern & Low Code Architecture   About Nature's Sunshine: Nature’s Sunshine Products (NSP) is a leading health and wellness company that markets and distributes natural nutritional and personal care products. The company manufactures most of its products and their global direct sales force of over 500,000 independent managers, distributors, and customers is present in over 40 countries. The Challenge: NSP had been using Oracle Service Cloud in their call center to service customers, which served as a good product but was overly complex and expensive for the value received. Call centers were only using about 10% of the features it offered but were paying the full price of the platform. They utilized the customer database portion, some workflow and cash management segments, and a small part of analytics that they built out for themselves to monitor disposition and call center reporting. However, NSP did not fully implement the entire customer user interface, reporting or survey functions, and were not using analytics features to their fullest capacity.

A Customer Engagement Hub in Less than 3 Weeks

A Customer Engagement Hub in Less than Three Weeks

Case Study: Engaging Solutions

Engaging Solutions 'Dreams Big' with NICE inContact CXOne and SpiceCSM

Salesforce Node Library Announced

SpiceCSM (https://www.spicecsm.com) has announced a new Salesforce Node Library available NOW to be used with our No-Code/Low-Code Visual Process Editor.  The node library provides content creators with drag and drop building blocks used to easily configure integrations that push, pull, and manipulate data between your Salesforce and SpiceCSM instance.  These no-code integration connectors are configured entirely through a series of visual table selectors and require zero coding knowledge.    Through SpiceCSM’s unique Platform Connection manager, you can even integrate data between multiple Salesforce instances at the same time, regardless of which cluster they are on. 

ZenDesk Node Library Announced

SpiceCSM (https://www.spicecsm.com) has announced our new ZenDesk Node Library available NOW to be used with our No-Code/Low-Code Visual Process Editor.  SpiceCSM node libraries provides content creators with drag and drop building blocks used to easily interact with account records from ZenDesk and create cases through their SpiceCSM instance.  These no-code integration connectors are configured entirely through visual API configuration settings.    Through SpiceCSM’s unique Platform Connection manager, you can even integrate data between multiple ZenDesk instances at the same time. 

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