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Unified Customer Engagement Hub Blog

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Why SpiceCSM?

Spice wheelSpiceCSM believes in exceptional experiences and customer satisfaction in all interactions. Our platform was created with one goal in mind; to create an experience that will wow customers, and excite agents. By providing a flexible, interactive, and intuitive platform, companies can transform their customers’ interactions into winning experiences. Great customer engagements empower growth through customer and employee satisfaction, and SpiceCSM was created with the passion and power to do just that.


SpiceCSM’s iPaaS based Platform enables companies to provide the highest level of support to their customers through a robust Guided Process Workflow and Data Aggregation tool. This provides agents with all the information they need to make them successful in all interactions.

Benefits of the SpiceCSM Platform

iPaaS-based platform allowing for companies to take advantage of scalability and stability, while enabling multi-located users.

Drive Exceptional Customer Experience in many ways:

  • Lower Average Call Times (Solve your customer’s issues faster)
  • Increase First Call Resolution (Solve more of your customers issues on the very first call)
  • Consistent messaging delivered across entire customer base
  • Increase Agent Knowledge & Satisfaction (Make your agents more knowledge about the customer and make their job easier)

Exceptional Business ROI

  • Reduce Staff Overhead (Agents can handle more work in less time)
  • No huge CAPEX or OPEX expenditures
  • Reduce Training Costs Significantly

Compliance & Security Risks Alleviation

  • User Based Roles allow companies to assign certain skills sets, to certain user
  • Users only interact with information that will allow them to deliver the highest level of service to customers.
  • Users do not need to log into multiple disparate systems, reducing the risk

Related Posts

Reducing the Impact of Technology on Training

3 Ways to Reduce Training Time Using Technology If you really want to reduce training time, we challenge you to look at the technology your agents are using.  Is it simple to use?  Does it proactively help agents?  Does it make their jobs easier?  If you didn't answer YES to all of those questions, you could be complicating your training efforts out of the gate due to the technology your agents utilize to manage the customer journey.   One of the unsung heroes of SpiceCSM's Business Process/BPM tool is the ability to reduce the amount of time agents need to start producing at the levels of longstanding employees.  Typically when bringing new agents onto the team there's a period of training, usually involving some classroom knowledge transfer, exercises, role playing, and a variety of other methods to give the agents resources to solve requests efficiently.  Depending on the organization and type of business, this could take anywhere from 1 - 12 weeks, or longer.  In higher turnover environments this only exacerbates training challenges and emphasizes the need to make new employees more productive in less time.  Here are 3 ways you can utilize technology to help reduce training efforts:

What is iPaaS: Explaining Integration Capabilities

What is iPaaS: Explaining Integration Capabilities What is iPaaS? iPaas is a cloud-based platform that allows businesses to connect their existing systems together. It provides a single interface where users can access their data from across different software platforms. This means they can view information from one application within another without having to switch between them.  The platform also makes it easy for people to build new integrations by providing low-code tools that allow connections to be made with external systems.

Low-Code Application Platform: What is it??

LCAP - What is a Low-Code Application Platform The vision that SpiceCSM has from our inception was to have an application that provided the tools to customize the user experience easily and orchestrate data without the need for technical expertise.  What we've been calling an "Enterprise Application Builder" is now being recognized by leading analysts as a Low-Code Application platform, or LCAP for short.