Civica Complaints Management vs Ethicontrol

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.

Ethicontrol combines ethics, speak-up and whistleblowing reporting channels with case management for investigating issues and tracking risk remediation. Reports can arrive through multilingual, mobile-friendly web reporting, chatbot, live chat or a smart answering machine. Reporters use a secret code to exchange messages through a Feedback Room or toll-free line during an investigation. Teams can assign case managers, set due dates, follow workflow templates, store case materials and track tasks. Reports cover measures such as response time, substantiation rate and investigation duration, with PDF, CSV and XLS exports. The service connects with BI, SSO, SIEM and ERP systems and offers an API for BI, open-data, ERP and CRM exchange. Ethicontrol says reporting is separated physically from case management; its script-free reporter portal does not collect digital footprints under its stated zero-knowledge policy. It offers web, API and self-hosted access. Pricing is paid, from €89/mo, with no free plan and a free trial. Standard tariffs target organizations below 2,000 employees; larger organizations are directed to customized pricing.