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What are Guided Processes?

What are SpiceCSM Guided Processes?

One of the core premises behind SpiceCSM is to solve the various problems associated with managing and maximizing the ever-growing data and systems of today. SpiceCSM provides intelligent Guided Process Workflows that help orchestrate the data and processes that use them. Guided Process Workflows allow best practices to be conjoined with robust integrations to other systems. This offers the agents all the necessary tools and information to deliver excellent customer service and support.


Let us learn more about the SpiceCSM guided processes and how they can benefit a business.

SpiceCSM’s Guided Processes and Their Benefits

Here are some benefits of the guided processes that SpiceCSM offers:


Perform dynamic scripting and advanced logic: SpiceCSM offers Dynamic agent scripting software to ensure that customer needs are met effectively each time they interact with an agent. This scripting software guides the agents on how to communicate and interact with customers appropriately. While dynamic agent scripting provides several benefits, it proves most effective in areas such as dynamic programming capabilities, its ability to create a unified approach among agents, and its advanced scripting option.


Next-best-action guidance for agents: SpiceCSM guided processes offer a robust logic engine that provides the next best actions guidance for agents. Results such as an increase in First Call Resolution, lower training costs and requirements, easy cross-selling and upselling, and consistent delivery of services are all functions of the guided processes workflow. This eventually leads to increased efficiency, accuracy, and customer satisfaction. 

SpiceCSM’s Guided Processes are more than just your standard decision tree.  Using their simple visual creation tool, users can create a troubleshooting workflow with complex branches based on customer responses. And the best part? They can achieve all this without writing a single line of code.


Predictable results: The company’s guided processes offer structured workflows that produce predictable and consistent results. Every step of the process is defined to capture the exact data you need.


You can think of it as "process guard rails" to ensure every interaction is handled within the boundaries you set. 


Every question, answer, and input can be a data point: Every data point in the SpiceCSM guided processes can be used in a process, to act as another system, or become actionable and drive automated logic through process automation.


Built for Development

Low-Code / No-Code development: The best part of the SpiceCSM guided processes is that the entire Workflow is built to be low-code or zero-code. This means that even if the users are not tech-savvy or have no coding knowledge, they can still create meaningful processes. Most configuration is done through a combination of visual elements and fill-in-the-blank menus.  SpiceCSM prevents code from becoming a roadblock to business process improvement by offering a visual, drag-and-drop, process design studio. This makes it very simple for “citizen engineers” to build durable processes. SpiceCSM offers an agile development for your processes.

Built for 'citizen engineers' who aren't overly technical: Great ideas aren't limited to your development team.  As mentioned above, SpiceCSM offers a low-code or no-code development platform which allows even non-technical users to create powerful business processes.  This allows for additional opportunities to reduce IT efforts by empowering other users to make changes in the system. Users can simply drag and drop the building blocks that drive different process functions, and double click to configure each node's unique properties and settings. 


Meeting the Needs of Business 


Ensure that compliance needs are met: Many businesses use SpiceCSM to efficiently become and stay compliant with certain laws or business protocols. The guided workflow tool offered by SpiceCSM allows customers to add checks and balances to their business processes. This ensures that data is captured correctly, and the right steps are taken to conduct business. The company also ensures things are done in the correct order, or that certain people sign off on things.

In virtually every major industry by companies of all sizes: SpiceCSM was created to solve the problems associated with managing and maximizing the growing amount of data and systems being used in today's organizations.  The company originated inside of a Business Process Outsourcing (BPO) contact center that serviced a multitude of clients and their business functions. 


Today SpiceCSM is used to provide that same level of simplicity and ease of use to many verticals spanning many different industries of all sizes.

Don’t forget to head on over to our Blog to read more about Navigating the Modern Challenges of Compliance.  If you want to learn more about how SpiceCSM is helping transform organizations and customer experiences, contact us for more information.

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