0
2.7.0
Australia, Zurich, Yokohama, Xanadu
Standalone Application
Financial Services Complaint Management provides capabilities to capture, classify, route, resolve, and measure a firm's inbound complaints, providing transparency and ease for middle and back-office teams. With these capabilities, financial institutions can reduce or avoid the unpleasant outcomes of reputational damage and regulatory exposure.
- Identifies common complaint themes and root causes for decision-making
- Resolves complaints from any source, providing transparent status visibility
- Synchronizes complaint, resolution, and compliance data
- Categorizes complaints by type. Manage complaint types according to business workflows and service level performance objectives.
- Playbook for complaint review, response, and approval.
- Performance analytics reports that outline performance resolution rates and speed by type.
- Dedicated CSM configurable workspace for service, quality, and compliance teams.
- Support for both business and consumer customers.
- New:
- Added deposit service table as a source for AIS, enabling better data integration and insights.
- Updated:
- FSO now uses the native CSM Case Type Selector with Agent and User Criteria support, replacing custom extension logic and legacy components to reduce maintenance overhead and standardize case type handling across all user types.
Permissions and roles:
- System administrator (admin) role is needed for installation.