Spice HelpDesk

Spice HelpDesk brings best-of-breed customer service management functionality to the SaaS model of deploying application software to both internal (corporate help desk) and external (outsourced) contact centers.

Key feature elements of Help Desk include …

Web-native platform with dynamically customizable user interface … allows agents to work geographically independent and with an interface tailored to their individual needs and preferences.
True multi-brand functionality … highly tailored for the shared agent environment.
Ticket Management, create, edit, view, and report on current and past tickets.
Multi-format knowledgebase, including innovative ‘logic tree’ format … puts brand-specific data and instructions at each agent’s fingertips. Also comes standard with a searchable knowledgebase found in traditional systems.
Guided support process management, including a highly functional work flow engine … design each support process to ‘flow’ exactly as prescribed by your client and/or support staff management. See Spice Process Engine for more information.
Business Rules Engine ... complete tickets and cases, schedule events, and notify agents and supervisors all without lifting a finger. It's all automated!
API functionality … easily integrate with legacy and third party CRM, WFM, billing, and telephony platforms.