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Dashboards and Analytics

Reporting that crosses boundaries providing actionable insight

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Dashboards and Analytics

What Are Dashboards and Analytics?

Combine data from your existing business systems into a single platform

Actionable Data

Dashboard reporting makes it easier to consume data quickly.  Especially important for tracking rapid, fast-paced activity where data moves the needle over seconds and minutes not minutes and hours.  The only choice when you need the most agile data.

Role Based Dashboards

Dashboards can extend beyond the standard case and contact monitoring views.  Implement separate reporting dashboards for different users that highlight the metrics that matter most to that group.  Show users the data that helps them perform better. 

Monitor KPI's

Quickly and easily monitor performance for the most common Key Performance Indicators (KPI's).  Robust reporting dashboards allow you to filter between subsets of data to see exactly what is contributring to each metric.  Quickly identify and react to changing data trends.

Standard Reports

Choose from a variety of Standard, out-of-the-box, reports that provide detail into agents, cases, work items, and their associated KPI's.  Track dispositions, interactions by agent, or other data points that help you make insightful business decisions.

Export Data

Export report data providing the ability to manipulate data externally in an application like Excel.  Choose from several export formats, with the ability to schedule and email reports automatically so the data is delivered directly to your inbox.

Report Designer

For advanced reporting needs the Report Builder allows you to create completely custom reports.  Define the data and table structure as well as run options, and filter options.  You can even manipulate the data as it's being presented to the report.

Reporting for Your Digital Ecosystem

Consolidate real-time data from any system that interacts with SpiceCSM

Real Time Data

Your data is only as valuable as your ability to make sense of it.  Our real-time dashboards provide useful views of your most important business metrics.  Always have the most current data at a glance.  

Data Analytic Hub

Combine the most useful data from all your connected systems.  Overlay contact and case data together to get the bigger picture.  Easily filter subsets of data when you need to drill down into the details.

Powerful Reporting

Standard case, contact, and campaign reports provide insight into every aspect of your business.  An advanced report designer allows you to customize any standard report or build completely custom reports.

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Frequently Asked Questions

What data is available in the reports?

Our standard reports offer a variety of Analytics and KPI tracking related to account and case management.  Including reports by case status, interaction, agent, disposition, and more.  Additionally we can integrate with your data from other systems, such as your telephony platform.

How many reports are available?

There are approximately 20 standard reports available.  We also have an available advanced report builder module that allows you to expand and modify existing reports, and create new reports that span any number of data sources.

Can I combine data from other systems into these reports?

Absolutely!  You can integrate data from any other system that can connect to SpiceCSM.  Powerful reports can be created through our available advanced report builder.

Can I schedule reports?

Reports can be scheduled to run on predefined intervals and sent via email.

Can I export report data?

Absolutely, there are several options to export the data.

What are those dashboards ?

For use cases requiring more visible access to data, often in real time, we can create dashboards through our Analytics platform.  Dashboards require custom code and can be scoped by your account manager for active clients or during implementation for new clients.

Building Relationships

Our biggest asset is our relationships and the great people and companies that we work with! 
Here is what some of the people we have had the pleasure to work with have to say about SpiceCSM:

"We can go from a new sales request to launching a product in 3 weeks, versus 60-90 days.  There's nothing that we can't customize with SpiceCSM"

Bill Wilder

CEO at Connect Force

"SpiceCSM's integration with Amazon Connect allows customers to create a Unified Customer Engagement Hub. By leveraging Amazon Connect, customer experience leaders can easily integrate their existing systems and incorporate AWS offerings..."

Pasquale DeMaio

General Manager at Amazon Connect

"Not only was training time reduced drastically, but our clients calls are being handled according to their expectations.  SpiceCSM is so much more than just another CRM and is a “must have” for any call center that hopes to be successful in this competitive industry"

Call Center Manager

Leading BPO Contact Center

“The uniqueness of SpiceCSM resides in its all encompassing ability to integrate seamlessly disparate applications and systems. Our close rate increased up to 69 percent, (and) we achieved our goals in half the time for less than 80 percent of the previous costs.”

Operations Manager

Leading ISP

“Competitive solutions often require a complete ‘rip and replace’when implementing a system change, and this requires considerable time and costs. However, this is not the case with SpiceCSM’s solutions. The platform generates great value, particularly in the IT department, where cost savings on professional services can be as much as 75 percent.”

Michael DeSalles

Principal Analyst at Frost & Sullivan

"Governments comprise over 70% of our client base and each client has very specific processes to follow. Spice makes it very easy to embed the approved scripts and create dynamic process paths based on specific customer attributes."
James Hansen

Assistant Director, Call Center/Manager, Data Analytics at Engaging Solutions, LLC

Let's Talk!

We would love to learn more about your business and how SpiceCSM can help 

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