Guided Process Workflows

The Spice Process Engine is a work flow design and viewing module within the Spice Help Desk platform. It greatly enhances traditional CRM/case management tools in several ways …

• Facilitates scripted agent guidelines for efficient, customized and consistent trouble shooting and case resolution.
• Variable/data driven procedures enable true multi-brand support within a shared agent customer service operation.
• Provides multi-media, multi-application support of knowledgebase resources.

Guided process workflows allow CSM organizations to quickly develop and maintain a tailored customer service process, and empower support representatives to execute that process in an efficient, consistent and effective manner that both enhances their quality of service, and lowers the cost of doing so.