Press Releases

Here is the latest news from the team at SpiceCSM!  

GoToMeeting Integration

SpiceCSM introduces GoToMeeting Integrated Unified Desktop SpiceCSM introduces our newest integration with GoToMeeting which brings collaboration into the Unified Desktop and CRM. Easily manage meeting, set new appointments, and join meetings from directly within SpiceCSM using GoToMeeting leading teleconference software. Agents can interact with meetings directly or they can be manipulated automatically through processes or decisions the agent makes. Organize Meetings Methodically with SpiceCSM With the GoToMeeting integration in SpiceCSM, users leverage guided process workflows that can be programmed to interact with meetings in specific ways. For example; if a customer requires additional support, the process can launch a GoToMeeting session while sending the information to the customer’s email address.

Textel SMS Integration

SpiceCSM’s Textel Integration Leads to Better & Faster Customer Engagement SpiceCSM introduces our newest integration with Textel, a solution which allows businesses to send and receive text messages through any existing business or phone line. Our Textel Integration allows for SMS to be built into any client’s business process workflows, within the SpiceCSM Engagement Suite. The power of this integration lies in allowing users to automate and customize text messages easily. Technical knowledge on configuring API's is not required to successfully use Textel in our low-code visual Process Editor.

Case Study: Nature's Sunshine

Dated Solutions vs SpiceCSM:           Modern & Low Code Architecture   About Nature's Sunshine: Nature’s Sunshine Products (NSP) is a leading health and wellness company that markets and distributes natural nutritional and personal care products. The company manufactures most of its products and their global direct sales force of over 500,000 independent managers, distributors, and customers is present in over 40 countries. The Challenge: NSP had been using Oracle Service Cloud in their call center to service customers, which served as a good product but was overly complex and expensive for the value received. Call centers were only using about 10% of the features it offered but were paying the full price of the platform. They utilized the customer database portion, some workflow and cash management segments, and a small part of analytics that they built out for themselves to monitor disposition and call center reporting. However, NSP did not fully implement the entire customer user interface, reporting or survey functions, and were not using analytics features to their fullest capacity.

A Customer Engagement Hub in Less than 3 Weeks

A Customer Engagement Hub in Less than Three Weeks

Case Study: Engaging Solutions

Engaging Solutions 'Dreams Big' with NICE inContact CXOne and SpiceCSM

Salesforce Node Library Announced

SpiceCSM (https://www.spicecsm.com) has announced a new Salesforce Node Library available NOW to be used with our No-Code/Low-Code Visual Process Editor.  The node library provides content creators with drag and drop building blocks used to easily configure integrations that push, pull, and manipulate data between your Salesforce and SpiceCSM instance.  These no-code integration connectors are configured entirely through a series of visual table selectors and require zero coding knowledge.    Through SpiceCSM’s unique Platform Connection manager, you can even integrate data between multiple Salesforce instances at the same time, regardless of which cluster they are on. 

ZenDesk Node Library Announced

SpiceCSM (https://www.spicecsm.com) has announced our new ZenDesk Node Library available NOW to be used with our No-Code/Low-Code Visual Process Editor.  SpiceCSM node libraries provides content creators with drag and drop building blocks used to easily interact with account records from ZenDesk and create cases through their SpiceCSM instance.  These no-code integration connectors are configured entirely through visual API configuration settings.    Through SpiceCSM’s unique Platform Connection manager, you can even integrate data between multiple ZenDesk instances at the same time. 

SpiceCSM Joins NICE inContact DEVone Ecosystem to Provide Customer Engagement Hub for NICE inContact CXone— the World’s #1 Cloud Customer Experience Platform

SpiceCSM Offers Application on CXexchange Marketplace to Enhance Agent Experience for NICE inContact Users August 18, 2017 SALT LAKE CITY--NICE inContact (Nasdaq:NICE) today announced that SpiceCSM has joined the DEVone development program and has products available on CXexchange, the most extensive technology ecosystem currently available in the customer experience market. Products available on the CXexchange marketplace are designed to integrate with NICE inContact CXone™, the world’s #1 cloud customer experience platform. SpiceCSM enables customers to easily create a Customer Engagement Hub that further extends the CXone platform by integrating existing systems and data sources into a unified interface for agents with powerful automated and guided workflows.

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.

Leading Health Care Organization selects SpiceCSM for HR Support Engagement Hub

 SpiceCSM (https://www.spicecsm.com) has been selected by a leading health care organization to provide the HR Engagement Hub for one of the largest health care systems in the nation.  SpiceCSM will help service reps provide the best support for their internal employees through our unified interface.  By connecting disparate data and providing clear processes we expect to see immediate decrease in AHT and training time, as well as an increase in user satisfaction.

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