Provides processes to track and manage complaint information through resolution. Enables complaints to be created and tracked on the Web and routed to development, if necessary.

During case processing, the case processor as well as other responsible case employees review the details of the case, including linked objects, case notes, and the case history. Processors can enter additional information to the case as appropriate and also specify further activities that need to be completed and forward these to the processors responsible. They can also link related cases by building a hierarchical structure of cases.

User or role-based authorizations determine the cases or case data visible to a processor and the changes that he can make to a particular case.

You use this business process to contact your existing customer base and use this contact for purposes like validating account information or surveying customers about a specific topic (e.g. customer satisfaction). As a result, you improve the quality of your customer data, gather valuable insight about customer attitudes and perceptions and can also use the interaction to generate additional business or generate additional leads for your sales force or partners to follow up on. This leads to increased revenues and higher customer satisfaction.

You can use this process to optimize, automate, and manage incoming e-mail handling in the Interaction Center (IC), thus reducing the overall time and cost associated with e-mail processing. Agents are provided with tools to ensure quick and consistent handling of e-mails, while managers are provided with tools to configure, administer, and evaluate the system.

In this process customers try to solve their product problems through searches of frequently asked questions (FAQs). FAQs are sorted by product. Each FAQ is linked to a list of possible solutions. FAQ Search is a self-service tool that reduces interaction costs, increases customer satisfaction and improves efficiency and profitability.

Provides service support analytics, including installed base analytics, service contract analytics, and service level agreements analytics.