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Unify Service Process, Improve Customer Experience and Lower Cost of Service Delivery

SpiceCSM is a powerful solution that unifies the agent desktop, creates a streamlined customer experience, and guides agents through the problem resolution process. Proven in parent company Fused Solutions’ contact center, SpiceCSM is used in a variety of industries to improve the customer experience and lower the cost of service delivery.

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Opportunities for Profit and Improved Customer Care

Agents and customers alike hate the time it takes to toggle between multiple programs to find answers. Moving from program to program increases handle time and can sometimes lead to overlooked information, not to mention frustration and higher cost per call. SpiceCSM was developed to create a single view of multiple applications in the contact center, while guiding agents through a decision process to improve consistency of care and identify opportunities.

“Our goal is to give agents the knowledge they need right at their fingertips to lower support costs and offer self-service features and functionality,” said Jessica Zuhlsdorf, SpiceCSM Business Development Manager. “We apply the company’s best practices against their goals and build them into a logical process that guides the agent through the call. It empowers the agent with the information they need to best resolve each call, and ensures that company procedures and policies are always met.”

For example, if a company offers multiple products, such as cable and internet, and a customer called who only used cable, the logic built into SpiceCSM might alert the agent to offer a new package to upsell the customer to buy internet as well.

“Instead of leaving the agent with only knowledgebase articles to determine their own plan for a customer, Spice CSM proactively leads them to the best solution based on the criteria in the system. It puts knowledge into action,” continued Zuhlsdorf.

Enhanced Visibility for More Effective Operations

The integration between SpiceCSM and the inContact cloud platform provides significant visibility into call center operations by combining call metrics and case metrics. Management can run intelligent reports that identify both areas for improvement and operational strong points that can be used for best practices modeling.

“With our powerful business rules, we can alert call center management automatically so that they can easily track changes in the process to make real time improvements,” said Mike Ryan, SpiceCSM CEO. “For example, if we find that any key metrics are out of alignment with goals, such as utilization, call handle time, IVR abandonment, etc., we send an email alert automatically to call out the issue. That enables each customer, regardless of size, to have the same level of support that huge organizations have”.

After implementing changes driven by SpiceCSM visibility metrics, many of their customers have reported loweringcosts by as much as 40-60%, while significantly improving customer satisfaction.

Mutual Benefit

SpiceCSM is a long-standing partner with inContact,with a powerful and value-added integration between the two systems.

inContact is the action engine behind SpiceCSM, providing call handling and outbound dialing solutions and call center metrics. For example, with an inbound call, inContact pushes the information into the SpiceCSM system and the agent is popped the appropriate script. In an outbound scenario, a list is uploaded to the inContact progressive dialer, and the agent is proactively alerted to the script they should follow for each call.

Spice CSM provides an additional layer of visibility into the call status by integrating data from a variety of the other applications, such as CRM and knowledgebases. Using the SpiceCSM dashboard, supervisors can view the state of all the calls in their center and can even cherry pick calls to push to specific agents as needed.

“There is a lot of synergy between inContact and SpiceCSM,” said Ryan. “One of the things that makes it easy is that SpiceCSM can interface with a lot of contact center back-end systems. For example, a customer might be using a popular CRM, a proprietary knowledgebase and a billing system. With inContact and SpiceCSM, we combine all this information with the contact data, drive business rules based on it and present it to the agent at the appropriate time in the call.”

Business

SpiceCSM takes a new approach to service delivery by guiding customers and service agents through the problem resolution process to help lower service costs and increase customer and agent satisfaction.The SpiceCSM Guided Service application shifts problem resolution from highly trained or subject matter experts, empowering customers and service agents with minimal knowledge and expertise. www.spicecsm.com