Role: Customer

Application: Respond Customer

Use: Online feedback entry for end user customers, to log and track complaints through a corporate website

Role: Call Center Agent

Application: Respond TouchPoint

Use: Browser based feedback logging for employees who interact with the customer; provides the functionality to log and escalate complaints and feedback

Role: Team Leader

Application: Respond Handler

Use: Browser based complaint/feedback logging and resolution for employees who interact with the customer; provides the functionality to log and resolve at the frontline, or escalate complex queries

Role: Dedicated Complaint Handler

Application: Respond CenterPoint

Use: Dedicated complaint/feedback case workers and managers; provides full feedback management processing and reporting

Role: Senior Executive

Application: Respond Intelligence

Use: Analysts, operational managers and executives across the enterprise; utilizing complaints and feedback data to understand customer needs and drive business improvements 

Role: Compliance / Quality Assurance

Use: Provides an audit trail and the ability to monitor the complaints process for internal auditing purposes or to demonstrate an effective complaints process to the external market regulator