Technology

SpiceCSM Joins NICE inContact DEVone Ecosystem to Provide Customer Engagement Hub for NICE inContact CXone

NICE inContact 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.

NICE inContact CXone empowers organizations to provide an exceptional customer experience by acting smarter and responding faster to ever-changing consumer expectations. To meet the needs of organizations of all sizes, CXone combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence—all on an Open Cloud Foundation.

NICE inContact customers will benefit from SpiceCSM through its ability to further enhance the customer experience by:

  • Integrating any system or data source that can contribute to the customer experience, leveraging the value of existing infrastructure.
    Providing a single interface for contact center resources to manage multiple customers, systems and communication channels.
  • Allowing contact centers to realize maximum efficiency and quality by building workflows that can be completely automated or followed by contact center agents and customer alike, with no coding required.
  • Customers wanting to expand their customer experience capabilities, while removing expensive and time-consuming technology hurdles, turn to SpiceCSM for its broad applicability in contact center environments and very quick return on investment.

“SpiceCSM is excited about partnering with NICE inContact to enable customers to easily create a complete Unified Customer Engagement Hub that further extends the CXone platform,” says Mike Ryan, CEO of SpiceCSM. “We make possible a modern, application-focused approach leveraging existing systems and data sources now available on CXexchange. This provides powerful, automated and guided workflows that are often built and refined by internal citizen architects and business users who immediately transform the enterprise.”

Customers of both NICE inContact and SpiceCSM have realized tremendous value across many industries for use cases ranging from sales to healthcare benefits support, customer service, and business process outsourcing. Typical benefits seen include much lower handle times, higher employee retention, improved customer satisfaction, reduced training times, and higher quality in data capture and call documentation.

Paul Jarman, CEO, inContact: “Contact center operations vary so vastly company to company and CXone customers can leverage our Open Cloud Foundation to customize the system for their contact center operations. The platform includes DEVone with extensive developer resources and CXexchange with the most extensive ecosystem of any cloud provider. We welcome SpiceCSM as part of the CXexchange marketplace.”

DEVone offers partners broad tools and resources to enable them to create new applications on CXone including extensive documentation and support, and access to an online developer community. Companies interested in how SpiceCSM works with CXone can visit CXexchange to view the application, see a demo and read reviews. CXexchange is a centralized, state-of-the-art marketplace for developers to market and sell their CXone-based applications.