NICE Releases Complaints Management Suite

NICE Systems has launched the NICE Complaints Management Suite to help organizations manage customer dissatisfaction at an early stage, prevent the escalation of complaints, and proactively address the issues that lead to customer grievances.

The NICE Complaints Management solution is based on a combination of advanced speech, text, and desktop analytics and 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 can 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 leverages NICE's Interaction Analytics to automatically identify complaints in the voice and text channels and to establish the appropriate workflows for managing them. It also integrates with NICE's real-time capabilities, providing agent guidance on how to handle the customer interaction and auto-populating customer information on the desktop.

"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, in a statement. "The NICE solution delivers a single platform that enables these organizations to effectively identify and manage complaints in real time and take the right measures to predict and prevent them where possible."

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