Civica Complaints Management vs EQS Integrity Line

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.

EQS Integrity Line is whistleblowing software for employees and third parties to report wrongdoing within an organisation. Reports can be anonymous, and a secure mailbox lets the reporter continue a conversation without disclosing their identity. Case management includes configurable authorisations, access controls and revision logs. The system supports over 80 languages and can automatically translate cases and dialogue. Compliance teams can use dashboards, charts, real-time analysis, search and filters, and download cases in Excel format. Organisations can combine reports from letters, email, phone calls and meetings; a telephone channel is available for Enterprise. EQS says the service is hosted in Germany and uses ISO 27001-certified data centres, encryption, two-factor authentication and regular external security audits. Essential costs £85 a month, while Professional costs £170 a month. A seven-day free trial of Essential begins after the demo system is set up. The product is available on Android, iOS and web.