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Leading BPO Selects SpiceCSM for their Integrated Customer Engagement Hub

SpiceCSM (https://www.spicecsm.com) has been selected by a leading Business Process Outsourcer (BPO) to provide the Customer Engagement Hub and Integration platform for a range of contact center services.  SpiceCSM will serve as the connective tissue between various back-end systems and present relevant information to the agents in real-time through incremental workflows.

Our newest award-winning client operates a distributed network of US-based agents, so a cloud solution was a natural requirement.  With a focus on hiring call center agents for their white glove service capabilities they specialize in delivering exceptional customer service with a personal touch.  Their services improve retention rates as well as strengthen brand loyalty and customer satisfaction.

SpiceCSM is the leading platform for creating the Customer Engagement Hub.  Easily build a digital ecosystem that connects disparate systems, people, and processes, and orchestrates interactions to greatly enhance the user experience and better leverage existing infrastructure.  Combining a powerful integration platform, robust business rules and work-flow engines, intelligent robotic process automation, and a unified interface with dashboard and analytics, SpiceCSM allows organizations unparalleled capabilities to innovate and transform their business operations without expensive, time consuming rip and replace initiatives.

SpiceCSM is pleased to work with industry leaders to help transform their customer support experience.  By connecting the various back-end client systems, SpiceCSM creates a Unified Interface that makes data from a variety of applications available within a completely customizable business process.  We expect to see an improvement in most tracked KPI’s by orchestrating the connections between these various systems and providing a clear, easy-to-follow process workflow.


 

Chris Giardina
Chris Giardina
Contact center professional with over 10 years of experience in various roles from Agent to Director and everything in between.

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