Complaints Nipped in the Bud

The NICE Complaints Management Suite has been announced.

The new solution suite is expected to help organisations manage customer dissatisfaction at an early stage, prevent the escalation of complaints, and proactively address the issues that lead to customer grievances. In doing so, it will help these companies improve the customer experience while also satisfying regulatory requirements.

The solution is based on a combination of advanced speech, text and desktop analytics. This allows companies to automatically detect complaints inferred from customer interactions across various channels. It also provides a platform to manage and monitor complaints status, generate reports and statistics, and proactively resolve customer issues before they are escalated.

For example, during a conversation with a customer, the analytics engine will detect a specific phrase like “this is unfair.” The interaction is then classified as a potential complaint and is pushed, via the Complaints Dashboard, to a complaints officer for further review. This also triggers the opening of a case file for further investigation and management.

The solution uses the Interaction Analytics solution to automatically identify complaints in the voice and text channels, and to establish the appropriate workflows for managing these complaints. It also integrates with real-time capabilities, providing agent guidance on how to handle the customer interaction and auto-populating customer information on the desktop.

“Organisations are saddled not only with increasingly stringent regulations, but also with more demanding customers with higher service expectations. Today, they face a mounting complaint volume that can easily weaken their service levels and reputation, as well as leaving them at regulatory risk,” said Tim Banting, Principal Analyst, Collaboration and Communication, Current Analysis. “As a result, any expression of dissatisfaction regarding a product, service, policy or employee would be documented as a complaint that the organisation must promptly handle in order to keep customers and regulators satisfied.”

“Companies that are able to mitigate customer complaints up front will be in a better position to create perfect experiences for their customers and mitigate regulatory risk,” said Miki Migdal, President of the NICE Enterprise Product Group. “The solution delivers a single platform that enables these organisations to effectively identify and manage complaints in real time, and take the right measures to predict and prevent them where possible.”

For more information about NICE Systems, visit their website.