The SpiceCSM Customer Engagement Center combines corporate and customer support content in a structured workflow presented as intelligent decision trees that drive customers to quick problem resolution. With its Guided Agent Services and Customer Self Service Module, SpiceCSM reduces average handle time, increases first call resolution performance, lowers operational costs, and enhances customers’ satisfaction. The platform creates a “system of systems” and allows for cross-functional process creation, integration, automation, and optimization, making transformative customer engagement a reality. Recent honors and awards include 2016 Honorable Mention in the Gartner Magic Quadrant for the Customer Engagement Center and the Frost & Sullivan, 2015 North American Contact uCenter Price/Performance Value Leadership Award.