Press Releases

Here is the latest news from the team at SpiceCSM!  

Chris Giardina

Chris Giardina

Contact center professional with over 10 years of experience in various roles from Agent to Director and everything in between.

Recent Posts:

SpiceCSM Logo & Tagline Refresh

The Platform for Digital Transformation is Transforming our Logo! We're excited to announce that we are refreshing our logo with a new tagline. As we have continued to enhance the platform we felt it was time to update our tagline to better represent the latest vision and capabilities of SpiceCSM: Simply Future Proof.

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.

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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    SpiceCSM Recognized by NICE with the CXOne Connection Award

    NICE Recognizes Industry-Leading CXone Application Partners at Fourth Annual DEVone Partner Conference

    Microsoft Teams Integration

    Integrate Microsoft Teams with SpiceCSM Process Workflows SpiceCSM works with Microsoft Team to bring event management into existing process workflows, or enable new connected workflows. Quickly and easily designate processes and conditions that trigger meeting events in Microsoft Teams. SpiceCSM brings the capability to create, read, update, or delete meeting for a more repeatable process that lets agents manage Teams Meetings from directly within the Unified User Interface. Create a seamless transition from business processes to meetings using SpiceCSM integrated process workflows.