The SpiceCSM platform delivers substantial return on investment due to its impact on sales, agent training time, and customer satisfaction scores
MOUNTAIN VIEW, California, Oct. 22, 2015 /PRNewswire/ -- Based on its recent analysis of the platforms that power the contact centers market, Frost & Sullivan recognizes SpiceCSM with the 2015 North American Frost & Sullivan Award for Price/Performance Value Leadership. The SpiceCSM cloud-based Decision Tree Software uses Guided Process Workflows to present dynamic information to contact center support representatives that can cut costs, minimize training, and reduce agent turnover rates.
"Competitive solutions often require a complete 'rip and replace' when implementing a system change, and this requires considerable time and costs," said Frost & Sullivan Principal Analyst Michael DeSalles. "However, this is not the case with SpiceCSM's solutions. The company's platform generates great value, particularly in the IT department, where cost savings on professional services can be as much as 75 percent."
The SpiceCSM platform has been designed with simple application programming interfaces (APIs). They can be easily integrated with a wide range of high-end customer relationship management and helpdesk applications such as BluePay, Microsoft Dynamics, Oracle, Salesforce, SAP, and in-house proprietary systems. This solid integration ensures that the client's investment in these applications can be extended, connected and leveraged without disruption, and all in the cloud.
"Along with its product feature richness, the SpiceCSM platform delivers impressive return on investment due to its impact on a range of contact center processes," observes DeSalles. "In actual use cases, the SpiceCSM platform was able to increase close rates in sales organizations by 12 percent, raise customers' internal satisfaction by 45 percent, as well as lower agent training time by 15 percent, average handle time by 25 percent, and call volume by 37 percent."
The SpiceCSM platform has been designed with simple-to-use application programming interfaces. They are easily integrated with a wide range of high-end CRM and Helpdesk applications that clients already use.
Each year, Frost & Sullivan presents this award to a company that has developed a product to suit market and client needs. The award lauds the price competitiveness, features, ease of use of the product, as well as the service effectiveness of the recipient company.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.
SpiceCSM is the leading provider of iPaaS (Integration Platform as a Service) Guided Process and Integration technology. SpiceCSM helps agents deliver first-class customer experiences across every channel through one unified agent desktop. We combine a Dynamic Call Handling Engine, a Data Integration Platform, and Robust Collaborative Reporting to continuously improve your Contact Center and Customer Experience.
We are well aware that agent transformation is the single most important investment any contact center can make to impact ROI, and our platform focuses on just that. Our intelligent Guided Process Workflow Engine guides your service agents and customers (self service!) through the problem resolution process, collecting valuable customer information along the way. The SpiceCSM Customer Engagement Platform is an incremental solution that shifts the ability to resolve problems from the highly trained subject-matter experts to the service agents or customers with minimal knowledge or expertise—perfect for multi-brand/multi-channel environments. SpiceCSM's open API is able to integrate with all disparate systems, creating one, unified agent desktop. Our reporting dashboard is completely customizable and can report on all contact center metrics for an individual or an entire team.
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