FAQs
From SpiceCSM
Why is SpiceCSM offering an open source version of its application suite?
SpiceCSM is an open source development company, as such, we have enjoyed the benefits of open source community membership.
We hope to encourage widespread use of the SpiceCSM suite, additional feature development, and customization for different verticals, thereby making the suite more broadly applicable.
What SpiceCSM applications are being made available to the open source community?
- Spice HelpDesk
- CRM, case management, and knowledgebase platform
- Spice Telephony
- VOIP based ACD and IVR platform
- Spice SoftPhone
- Ruby interface to use FreeSWITCH as a SIP phone
What isn’t available with an open source deployment of SpiceCSM?
We have kept our parent company’s knowledgebase content proprietary, as it represents a significant competitive advantage in the ISP outsourcing market.
Why is SpiceCSM also offering a commercial SaaS version of its application suite?
To provide those organizations that do not have the capability of supporting an open source implementation, the opportunity to benefit from our application functionality.
To generate revenue to further the development of our application suite.
Where did SpiceCSM originate?
SpiceCSM is a software development spin-out from its parent company, Fused Solutions.
As part of Fused Solutions, the future SpiceCSM software suite has been developed by, and for, contact center staff and clients.
Can Spice Help Desk integrate with legacy billing, telephony, and CRM platforms?
Yes, via multiple, highly secure methods such as API and web calls.
Where is the SpiceCSM platform hosted?
Rackspace
Where do SpiceCSM end users receive technical support?
SaaS users receive free support from Fused Solutions, parent company of SpiceCSM and successful tech support contact center.
Open source users can request assistance from our developers, as well as other members of the open source community via this web site.
How is the knowledgebase and support process in Spice Help Desk programmed and/or configured?
Spice Help Desk comes with a Process Designer module to allow users to design their own customer care process and knowledgebase.
Alternatively, Spice Help Desk users can utilize professional services available from SpiceCSM.
Is there an enterprise version of Spice Help Desk available?
Please contact SpiceCSM for further information.
