How it works

Via the OPX Email Gateway, incoming mail can be analysed & new complaints can be routed directly to your Complaint Handlers. Complaint cases can also be created from the OPX App’s Answer Call feature and feature a unique Payload tab for agents to fill in all the information you need, even including the ability to interact with the Ombudsman or relevant regulatory body!

OPX Integration

While available as a standalone feature, the OPX Complaints module can be fully integrated into your OPX system. This includes, of course, the collection & analysis of data relating to Complaints which can be viewed from the OPX Console’s MI System. Business rules can also be configured so that chaser emails can be auto-generated and sent via OPX Document Production to ensure you meet your Complaints Policy targets. Further, we can also create dynamic Scriptflows to define the type of complaint your handlers are dealing with and to guide them through the process of handling it.

About OPX

We know workforce optimisation like the back of our hands. The nucleus of the Corporate Modelling Services development team, based in Glasgow, UK has been working together for over 15 years, providing transformational software solutions to solve key business operations & efficiency problems.

Every customer is unique. That’s why we customise our OPX platform to fit every customer’s needs precisely. Our Rapid Deployment Method (RDM) takes clients through the five steps of an OPX implementation in around 30 days.

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