Customer Service, Say “Hello,” to Open Source

Potsdam, NY – December 30, 2008 – On a mission to bring open source and software-as-a-
service (SaaS) to the customer service and support markets, SpiceCSM has introduced their first set of
products to the open source community. Using www.opencsm.org as its open source community portal,
SpiceCSM is dedicated to delivering solutions that are tailored for customer service organizations such
as call centers and help desks.

Unlike other providers, SpiceCSM is designed to optimize what really matters, customer
satisfaction, and it doesn’t hurt that it cuts costs at the same time. Utilizing innovative thinking and
advanced call scripting technologies, Spice Help Desk provides an application that increases first call
resolution (FCR) by effectively managing the entire support process. With features including ticket and
case management, an interactive knowledgebase, CRM, and true multi-branding, Spice Help Desk
revolutionizes the way organizations interact with their customers. The best part … Spice Help Desk is
available open source or SaaS to meet your IT deployment preferences.

Based out of Potsdam, NY, the SpiceCSM team has a long history in customer service and open
source software. CEO, Michael Ryan, knows that with today’s shifting economy and ever changing
customer demands, it is important to have a system that will manage the entire customer care process.
“The value of a customer has never been higher. In these tenuous times it is imperative that
organizations, whether in house or out sourced know their customer, respond to their customer and
keep the customer as an advocate and revenue source. The SpiceCSM suite ensures that this happens in
the support area while working hand in glove with popular CRM solutions. Most importantly, our
reporting and billing functionality is second to none assuring that Executive Management and Finance
aren’t left out of the loop.”

With the open source version now available for download and the SaaS model reaching a major
milestone of over 250 users, SpiceCSM is poised to hit the market strong in 2009. Beyond Spice Help
Desk, the ultimate goal for the SpiceCSM team is to create a suite of customer service applications that
will also include on-demand telephony, workforce management, and much more.

About SpiceCSM: SpiceCSM provides the only Customer Service Management (CSM) tool that
will help to increase productivity while maintaining high quality of service standards. The SpiceCSM suite
of software applications is a complete offering of contact center and help desk functionality for the
small-to-medium enterprise (SME) customer service organization. Moreover, SpiceCSM applications are
available ‘on-demand’ or ‘open source’ to meet your IT deployment preferences. Whether you are a
small start-up company looking to establish your reputation as a customer centric organization, or a
tenured organization with a reputation to maintain and improve, the SpiceCSM software suite will meet
your needs.