SpiceCSM and Clearview Unveil First-of-its-Kind Three-way Integration with inContact

SpiceCSM and Clearview Unveil First-of-its-Kind Three-way Integration with inContact

LIGHTNING RELEASES: Las Vegas, NV (10/8/2013) – Some of the loudest buzz emanating from inContact’s 2013 ICUC Conference is the news that Clearview and SpiceCSM have completed an attention-grabbing integration with each other and with inContact. 
 
At this year’s ICUC event, the “can’t miss” contact center event of the year, inContact announced inView 
Powered by ClearView. Additionally Clearview and SpiceCSM jointly announced the recent integration 
of ClearView’s revolutionary performance optimization solution engineered by call centers for call 
centers with SpiceCSM’s cloud-based CRM tool and its innovative guided process workflow engine. Now 
SpiceCSM integrates with both inContact and ClearView, which extends data sets to enhance ClearView 
reporting/dashboards, marries telephony data with support/sale data, and adjusts process and call 
routing in real time. 
 
The result is a one-of-a-kind tool and service that takes information collected in SpiceCSM and provides 
cloud performance dashboards that deliver real-time data and business intelligence for all levels of call 
center operations and adds inContact’s real time queue management, priority management, skill 
changes, send to agent and click-to-call protocols, as well as tying case data to contact data, and adding 
screen pops for brand/campaign auto selection. 
 
Paul Liljenquist, President of Clearview, (www.clearviewlive.com) notes, “What better place to make this 
announcement than ICUC, where the contact center community comes together to share best practices, 
plan for future growth and get the latest industry news and information.” Liljenquist adds, “The benefits 
to both company’s current clients and prospects are numerous, but at the top of the list are: real-time 
performance dashboards, data aggregation and business intelligence applications, and executive, 
supervisor, and agent-level visibility. 
 
Michael Ryan, CEO of SpiceCSM (www.spicecsm.com) is sharing this message with his peers at the ICUC 
Conference, “I am really excited about this integration. It is another validation of SpiceCSM’s platform 
vision and ease of integration.” Mike is, “looking forward to working with the ClearView team and their 
customers as we provide them with the hottest guided processes and client insight with immediate and 
actionable dashboards to fully optimize sales and support.” 
About SpiceCSM: Potsdam, NY-based SpiceCSM is the leading provider of Guided Service Technology 
delivered as a Cloud based Platform as a Service (PaaS), revolutionizing sales and service scripting and 
business process delivery. SpiceCSM is about creating a factor-ten effect on how you service your 
customers and lower the cost of service delivery whether it be sales, direct response or technical 
support. Spice integrates and extends the reach of the contact center deep into back office systems, 
disparate service delivery and provisioning systems and out into the increasingly social world. The 
SpiceCSM Guided Service application is an incremental solution that shifts the ability to resolve 
problems from the highly trained or subject matter experts to the customer and to rapidly on-boarded 
sales and service agents with minimal knowledge and expertise. 
 
Contact: Brooke Millea, Marketing Administrator. brookem@spicecsm.com; 315-261-7274 
 
About ClearView: 
ClearView is a product of Roy Utah-based Focus Services. ClearView drives successful execution, by 
aggregating performance data from disparate systems, and acting on the data with proven business  
improvement processes. By delivering real-time performance dashboards from the executive level down 
to the agent level, ClearView increases accountability and creates a culture of continuous development 
essential to reaching business objectives. ClearView offers a suite of management tools developed to 
meet the specific needs of front line sales and service activities. By providing real-time visibility into 
agent level activities, ClearView drives greater executive visibility and impact, enhances supervisor 
effectiveness and efficiency, and increases front line agent productivity and proficiency. 
 
Contact: Paul Liljenquist, President. Paul.Liljenquist@clearviewlive.com; 480 275-1875 

Comments on this entry are closed.

Previous post:

Next post: