Unified Customer Engagement Hub Blog

Get insight, news, best practices, and other opinions on trending, industry leading, and other technology topics.

Data Integration - 3 Reasons To Connect Your Disparate Systems

Connecting data between different systems using API’s or system level connections is an integral part of any digital transformation. Businesses can create a digital mesh using a variety of hand-picked systems rather than finding a one-size-fits-all solution. Specialized systems can each focus on a particular task but still collaborate with and leverage the capabilites of other external systems. Using integration capabilities like API’s, many disparate systems can be combined to create a best-in-breed ecosystem to better serve any particular business function. With SpiceCSM all manner of systems can be tied together, regardless of whether they have API's, and you can easily create a unified interface for your newly created digital eco-system.

FDRL - First Day of the Rest of Your Life!

What are you going to do today to make a difference?  In your life? Personal, Professional, Philanthropic? Seriously, what are you going to do? What is the one thing that you will do today that will make everything else irrelevant?  Irrelevant is a strong word BUT it gets to the heart of achieving what's really important?  It helps you eliminate or ease all of the other miscellaneous, less important tasks that tend to monopolize our time, and ultimately hold us back from achieving our goals."

The Cloud...Explained by Katie Couric

For those of you still struggling to understand the computing "cloud", you will enjoy this video from Katie Couric.  The cloud is changing the way that people and businesses manage computers, applications and data. The cloud creates unprecendented opportunies and new challenges as well.  The explosion of new cloud applications, offers new productivity and entertainment tools.  But these same applications also present new security and data risks.  

  • 1 min read
  • 7/7/15 8:30 AM

Benefit Story: Back Office Process Automation

The call center is rife with possibilities for increasing efficiency, boosting productivity and decreasing costs – all while maintaining high levels of customer engagement. The key to taking advantage of these opportunities lies in automating certain processes that are manually performed by agents. Still, numerous challenges occur due to the array of unique systems in place in a typical call center. In most cases, the applications and data aren’t effectively linked and integrated to facilitate process automation or streamline workflows. 

  • 3 min read
  • 6/11/15 9:30 AM

A Unified Agent Desktop Boosts First Call Resolutions and Improves the Customer Experience

While customers of decades past were often steadfast in their brand loyalty, those days are now just a fond memory. Customers today are led by their wallets, by the level of convenience they are offered and by the quality of customer support they are provided. While a few prestige brands may still attract customer loyalty, for most companies, there is a very real need to be the best and the fastest when it comes to customer service.

  • 2 min read
  • 4/1/15 10:08 AM

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