Vertical Solutions

SpiceCSM didn’t just decide to release a set of products for the contact center and help desk… All of our products came out of necessity when we were running our own contact center. Designed to meet the real needs of customer service organizations, SpiceCSM’s suite of products provide real solutions to todays service and support problems.

While Guided Process Workflows are readily and easily developed within the SpiceCSM platform, predefined workflow templates can get you up and running in the SpiceCSM environment that much sooner. Often, these vertical solution ‘libraries’ need only be configured for your specific situation before being put into production.

ISP Technical Support – With over ten years of use by parent company Fused Solutions (www.fusedsolutions.com),  the SpiceCSM ISP Technical Support Guided Workflow Library is our most robust vertical solution offering. In utilizing the SpiceCSM platform, Fused Solutions currently supports over 50 individual ISP brands in both an effective and efficient manner, and within a shared agent environment (i.e., all agents provide support for all 50 ISP brands).

The SpiceCSM ISP solutions allows for easy brand configuration and workflow customization to incorporate each brand’s approach to, and scope of, technical support, along with deployment of ISP access technology, and customer premise equipment details. And the results have been overwhelmingly positive. Not only is Fused Solutions (and other ISP support centers currently using SpiceCSM), able to gain scale economies through a shared agent environment, both efficiency (as measured by average handle time), and effectiveness (as evidenced by higher first call resolution, lower incident rate, and higher customer satisfaction), are substantially improved over conventional ISP support centers.

And deployment is fast … in one instance an empty building was converted to an operational SpiceCSM ISP support center, and taking ISP support calls, in just three weeks.

Other vertical solution areas include …

• IT Help Desk … SpiceCSM supports ITIL® best practices conventions, along with robust rules engine functionality for automating much of the information management necessary for a smooth running in-house support entity.
• Multi-brand Contact Center … Only SpiceCSM can accommodate a true multi-brand architecture of its knowledgebase and case management function, thereby facilitating a shared agent environment and the associated scale economies.
• Higher Education … Bringing together into one entity the customer care associated with the many and disparate functions of a college or university, SpiceCSM can provide the most effective “one stop” location for students, faculty and administration to receive information or assistance on a variety of issues.