Engagement Suite

The all-in-one platform for managing interactions

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What Is Engagement Suite?

A Unified User Interface (UUI) to Orchestrate Your Customer's Journey

Unified Desktop

The goal of SpiceCSM is to bring users the right information at the right time.  Our Data Integration platform pulls data from many systems into one application, while our Workflow Engine provides an interactive script to display the data.

Account Management

A flexible system to track the people you interact with.  Our CRM platform can organize multiple layers of data about your customers.  Create new fields and even populate fields using data from other systems for complete extensibility.

Case Management

Manage and maintain records for every interaction with your customers.  Sortable views provide users with an interface to track and monitor open interactions.  Easily log notes, send emails w/attachments, and schedule follow up tasks.

Process Workflow

Provide users with simple guidance using our interactive, step-by-step Guided Process.  Present instructions, gather data, and use process intelligence to drive the next correct step.  Maximize value by driving data integration and automation through process workflows. 

Data Integration

Have the right information in the right place at the right time.  Front-end all of your important data in SpiceCSM's intuitive customer engagement platform.  No more alt-tabbing around or logging into multiple applications.  It's a classic case of "work smarter not harder"!

Process Automation

Eliminate tedious process steps, or ensure critical actions are never missed by assigning those tasks to system events or other triggers.  Easily define when to automatically log notes, send emails, schedule events, and more within a Process Workflow.


The Center of Customer Engagement

Account and Case Management, Process Workflow, Data Integration, and Process Automation

Flexible CRM

Connect all of the applications you already use to create a best-in-breed unified customer engagement hub that fits your business.  Whether it's your CRM, order and fulfillment system, or any other system.  SpiceCSM can serve as the center of your digital world.

Process Workflow

Robust business processes allow you to connect to your data during any step of the workflow.  Make multiple data connections in a single process for ultimate flexibility in process design.

Integration and Automation

With a scalable solution built for enterprise-level data connectivity, SpiceCSM can meet the needs of even the most demanding applications. Our data integration tools make it easy to manage and manipulate data from any source.


Frequently Asked Questions

What is Engagement Suite?

Engagement Suite consists of packages that contain all the core competencies required for various levels of managing your customer journey.  From a flexible CRM, to a full featured workflow and automation studio, and everything in between; we provide different levels of engagement packages to suit every organization.

What is a Unified User Interface?

A Unified User Interface is a single platform to manage and orchestrate the data and functionality from many different systems into a single consolidated view.  It provides the functionality of all those connected resources in one intuitive interface.

Does Engagement Suite include a CRM?

Yes, all SpiceCSM Engagement Suite packages include our flexible and extensible CRM.  With fully customizable account and contact management, as well as a complete interaction/case tracking system, all SpiceCSM Engagement Suite users will enjoy the benefits of our Account and Case Management features.

What if I only need a CRM and I don't need Workflow or Automation?

No problem!  We understand not one size fits all.  That's why we offer a variety of packages and competitive pricing to provide the exact amount of functionality needed from an Engagement Suite.

Will SpiceCSM work with my CRM/Billing System/Order System/etc.?

SpiceCSM was designed for integration first and foremost, and can leverage the API layers available for most modern business applications as well as specializing in connecting to systems without any API accessibility, including legacy devices.

What types of things can I do with Process Automation?

Process Automation allows you to trigger actions such as sending an email, generate a survey, create a task, call an API, connect to an FTP server, update CRM databases, and so much more!  

Building Business Transformation

Next to our employees, our biggest asset is our customers. 
Here are just a few of the nice things that have been said 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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