Civica Complaints Management vs OnePointe
Civica Complaints Management
civica.com
OnePointe
onepointe.aiSide by side
| Figure | Civica Complaints Management | OnePointe |
|---|---|---|
| Price from | — | $0.15/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 1 | 8 |
| Spec score · Workplace Investigation Software | 7.8 (#9) | 7.7 (#11) |
| Spec score · Case Management Software | 7.8 (#57) | 7.7 (#75) |
| Audit trail | Each case has a comprehensive, redactable audit trail for internal and external reviews. | Actions, edits, and access are logged in an append-only, hash-chained audit trail that can be verified. |
| Headquarters | London, United Kingdom | Portland, Oregon, United States |
| 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. | Institutions connect their own AI endpoint; named provider options include Anthropic Claude, OpenAI GPT, Google Gemini, and xAI Grok, directly or through Azure OpenAI, AWS Bedrock, or Google Vertex AI. |
| 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. | Customer data is encrypted in transit with TLS 1.3 and at rest with AES-256, and tenant isolation is enforced using database row-level security. |
| Support | Civica directs support-related queries to its Support Center. | The site lists product support at [email protected] and office hours Monday–Friday, 8am–6pm Pacific. |
Plans
Civica Complaints Management
- Civica Complaints ManagementPriced on request
OnePointe
- Year 1 setup$2,000 a month
- Year 1 monthly$250 a month
- Year 1 all-in$5,000 a year
- Year 2Price not published
- Year 3+$1.75 a year
- Founding-partner rate — Year 3+$1.75 a year
- Partner Institution Program — Year 1$5,000 a year
- Partner Institution Program — Year 2Price not published
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.