SpiceCSM vs. Verint Workforce Management Professional

SpiceCSM does an excellent job at allowing agents to view customer information, access customer contact documentation history, and create cases to send to other departments or to have the account managed beyond an agent's capabilities. It is a great tool for tracking individual account activity such as returns, contact history, contact disposition history, and general account information. The analytics of SpiceCSM could be improved. The reports are not easily customizable, which leaves users frequently having to manually process data in Microsoft Excel.

Incentivized

For scheduling and staffing purposes. Plotting advance leaves is giving us an overview of our staffing. It's suitable for real-time management as well as it's auto-updating every time our agents change their status. A better view of each and every agent's adherence. I love how it's helping me with my daily scheduling.

Incentivized

• Personalization
• Segment Skills/Campaigns
• Support for issues

Incentivized

• User friendly for schedule updates
• Easy standard reporting
• Good integration with Salesforce

Incentivized

• Reporting - Not very customizable
• Managing Contact Dispositions (topics)
• Analytics user interface

Incentivized

• Should better show chart for better analysis.
• Filter is resetting every time I open the tool.
• Some reports can be included or combined in one place.

Incentivized

Because it's almost a year and they still haven't fixed the issues we're having in terms of feeding data from Talkdesk OMNIchannel, as promised.

SpiceCSM is user friendly and ties in nicely to our NICE inContact platform

Incentivized

Because the data feed for Chat and Email won't work and I can't forecast w/o the feed or I had to manually import data which consumes a lot of time

Someone is always available to assist or answer questions.

Incentivized

It's hard to report using their new platform. They ask lots of requirements that I think they can replicate. Or better yet, have a call with their customers to get the ticket resolved quicker

Salesforce and Zendesk. I like SpiceCSM better.

Incentivized

Verint Monet is user-friendly and so easy to understand even for first-time users. It can be fully maximized not just by admin, but also by agents. Reporting and analytics have been made simple and easy to create an analysis with. It's not complicated to use Verint Monet at all! So far, it exceeds our expectations.

• Ability to analyze customer contact topic trends.
• Ability to sort callers and filter them to certain phone lines based on customer account information.
• Large data was lost after 90 days (contact level/call notes and details), so we have to save and backup the data ourselves. This takes up a bit of storage space.

Incentivized

• Positive in a way [because] we can manage our daily staffing.
• [It helps] planning [the] schedule ahead of time.
• [It would be] best if we [could] customize the interface based on [the] company's aesthetic.