Civica Complaints Management vs empower
Civica Complaints Management
civica.comempower
adviserplus.comSide by side
| Figure | Civica Complaints Management | empower |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | — |
| Plans published | 1 | 2 |
| Spec score · Workplace Investigation Software | 7.8 (#9) | 7.7 (#10) |
| Spec score · Case Management Software | 7.8 (#57) | 7.7 (#73) |
| Founded | 2001 | 2001 |
| Headquarters | London, United Kingdom | Ellesmere Port, Cheshire, UK |
| Integrations | Integrations include client and back-office systems, social media, email and telephony, mobile apps, content management, postal delivery, staff directories, single sign-on, document management and calendaring tools. | The maker describes nightly XML people-data feeds to an AdviserPlus SFTP server, API integration as an option, and support for SSO including SAML 2.0 and AD. |
| Intended users | The datasheet says the preconfigured solution supports public and private organisations including central and local government, telecoms, utilities and other regulated services. | The product is described as built for HR, employee relations and people teams managing high-volume employee relations activity. |
| Purpose | The cloud platform helps organisations capture, manage, respond to and report on customer feedback and complaints across their enterprise network. | empower® combines cloud-based employee relations case management, guided manager journeys, analytics and optional expert HR advice. |
| Security | The datasheet says the platform uses single-tenant database schemas, data segregation and advanced controls, and can be deployed in different cloud regions for data protection requirements. | The platform is hosted on Microsoft Azure in the UK, supports MFA and role-based permissions, and stores data in the UK with auditability. |
| Support | Civica directs support-related queries to its Support Center. | AdviserPlus describes dedicated customer support, a Customer Success Manager, customised training, and hosted platform maintenance and updates. |
Plans
Civica Complaints Management
- Civica Complaints ManagementPriced on request
In their own words
Civica Complaints Management
Civica Complaints Management is a cloud platform for capturing, managing, responding to and reporting on customer feedback and complaints across an organisation. Feedback can arrive through web, phone, email and social media. Low-code and no-code workflow tools let organisations configure processes and update them as needs change; correspondence tools automate case handling to reduce repetitive work. Reporting includes automated and custom reports, plus real-time keyword alerts intended to help identify problem areas. Integrations span client and back-office systems, social media, email, telephony, mobile apps, content and document management, postal delivery, staff directories, single sign-on and calendaring tools. REST APIs support case updates and queries, while an email API can scan messages sent to a chosen mailbox. A self-service portal can let stakeholders register and manage casework online. The responsive, browser-based interface works across devices. The datasheet describes single-tenant database schemas, data segregation, advanced controls and cloud-region deployment options. It also lists ISO 9001 and ISO 27001 accreditation and redactable audit trails for each case. Pricing is available by enquiry.
empower
empower® is a paid, web-based employee relations platform from AdviserPlus, with pricing available on request. It brings cases, documents and decisions together through policy-aligned workflows and audit trails. Supported matters include disciplinary and misconduct cases, grievances, workplace investigations, sickness absence, performance and capability concerns, flexible working requests, and bullying and harassment complaints. Workflows can automate routine tasks, prompt actions, manage correspondence and documentation, and support Subject Access Request administration. The empower® enable option provides HR-led case management, reports, audit trails, workflows and dashboards. empower® transform includes enable and adds guided manager journeys, manager self-service and HR oversight. Dashboards help identify trends and risks, benchmark activity and inform workforce decisions; analytics can refresh daily and use regular people-data feeds. The platform supports nightly XML feeds, optional API integration, SAML 2.0 and AD single sign-on. AdviserPlus lists UK Azure hosting, geo-replication, encryption, MFA, role permissions, auditability and ISO 27001:2022 certification.