NICE has launched Complaints Management solution to help companies improve the customer experience and satisfy regulatory requirements.
The new solution will help organizations to manage customer dissatisfaction at an early stage, prevent the escalation of complaints and address the issues that lead to customer grievances.
The company said new solution is based on a unique combination of advanced speech, text and desktop analytics which allows companies to automatically detect complaints inferred from customer interactions across various channels.
Companies can also manage and monitor complaints status, generate reports and statistics and resolve customer issues before they are escalated, said NICE.
NICE Complaints Management solution leverages NICE’s Interaction Analytics solution to automatically identify complaints in the voice and text channels.
The solution also provides agent guidance on how to handle the customer interaction and auto-populating customer information on the desktop by integrating with NICE’s real-time capabilities.
“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,” said Miki Migdal, president of the NICE Enterprise Product Group.
Few days ago, NICE launched a back office solution, Work Manager, which automatically prioritizes tasks from across an enterprise and assigns them to the most suitable employees for the job.