Press Release

SpiceCSM Set to Redefine the Capability of Customer Support through Launch of First Product, Spice Help Desk.

SaaS product provides the first truly multi-tenant environment; one in which agents are no longer limited by the number of brands they can support.

Potsdam, New York - January 24, 2009 – SpiceCSM, formed by an expert team with a proven record in the call center industry, today announced the launch of its first product, Spice Help Desk. The Software as a Service (SaaS) product differentiates itself from other customer support products in that it operates within a true multi-tenant environment. The industry standard for “multi-tenant” represents a call center operation where service and support agents take calls from two or maybe three brands. The Spice Help Desk product redefines multi-tenancy to provide a more efficient business practice. Help Desk allows for a shared agent environment by proving companies with a customizable support process. Through the use of CRM integrations, and the Spice Process and Rules Engine, companies are able to guide agents through an unlimited number of different brands, all while providing exceptional customer service.

“We were very fortuitous on how we developed our product. It was developed as a web application and it was developed out of need at our partner company Fused Solutions, a call center in upstate New York. There just wasn’t a product on the market that allowed us to handle as many customers as we were acquiring without hiring at an uncomfortable growth rate” says CEO Michael Ryan. “The result was the creation of an on-demand, fully scalable SaaS product for premium customer support. In this economic climate having flexibility to grow and scale back as necessary is a characteristic that a SaaS product like Spice Help Desk offers.”

Spice Help Desk is the first on-demand customer support application that allows significant flexibility to its customers. Its core features are comprised of an intricate ticketing system and knowledge base that allows technicians to track and solve problems in a consistent and effective manner. Support issues are solved through a customizable guided process flow that can be structured for all tiers of agents. As new trouble tickets come up the problem resolution can be easily added to the solution set.

“It's all about creating Really Happy Customers,” says Senior VP Justin Groden. “In today's fledging economy when companies are struggling to add new customers, retaining and up-selling to current ones becomes even more vital, and thats where customer service matters. Spice Help Desk is designed to do just that, by increasing customer satisfaction all while lowering costs.”

About SpiceCSM: The SpiceCSM technology is the by-product of a NY call center looking to improve it's operations. With eight years of product testing and improvements, it brings customer service organizations a product truly designed for efficiency and customer satisfaction. As an open source and SaaS company, SpiceCSM is dedicated to delivering the highest quality customer service and support applications to the market, no matter what your delivery preference may be. With a strong product roadmap planned out, its only a matter of time before SpicsCSM offers a complete suite of call center tools.