​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​Analytics-Driven Customer Complaint Management System​

Customers expect seamless and immediate solutions across exponentially growing channels, while regulators are expanding definitions of compliance to include a broad spectrum of complaint management activities. That’s why the next generation of ​complaint management must be systematic, streamlined and comprehensive enough to meet the regulatory agenda, yet cost effective enough to scale and sustain over the long term.  ​

Customer Complaint Handling System: Detec​t, Manage, Prevent, Predict


The NICE Analytics-Driven Complaint Managemen​t Suite is a full-service platform for identifying and managing customer dissatisfaction at the earliest stages. This halts the escalation of complaints, with effective real-time agent guidance and proactive preventative measures. 

The result is a streamlined customer experience, brand loyalty and regulatory compliance. ​

Detect​​
The suite gathers information from all aspects of a customer’s interaction, using NICE’s most advanced speech, text and desktop analytics. 

  •  Agent desktop data strengthens analysis and categorization accuracy
  • Automatic categorization of complaints – high-risk, filed, non-escalated
  • Automatic alerts sent to a complaints officer 
​​ ​​​Manage
The suite provides a comprehensive, consistent and intuitive view of complaints from across the business - for efficient workflows. ​

  • Review transcripts or play recorded inter​​actions directly from the case file
  • Track any complaint follow-up actions
  • See an overview of all customer complaints ​
​​​​
Prevent
The suite identifies common issues across complaints and helps avoid them before they happen. 

  • ​​Correlate desktop activity, customer information, and interaction data
  • Investigate root causes
  • Close the loop with built-in corrective capabilities

Predict
The suite increases t​​he precision and speed of complaint resolution with multiple real-time capabilities. 

  • Automatic identification and on-screen notification of a potential complaint 
  • Real-time next-best action guidance 
  • Automatic, immediate and full interaction logging ​


​Contact us today to start perfectly managing customer experiences, the keystone of proactive regulatory compliance.

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