Cognitonic Systems Customer Feedback Management System (CFMS)

Cognitonic Customer Feedback Management System (CFMS) enables organizations to engage with customers through omni-channel to hear every voice and act on time to improve customer satisfaction.

CFMS is bulit on the powerful Pega InfinityTM platform, a low-code application that can be configured within a week and provides the following business benefits:

• A single, centralized, unified solution for customer feedback management across the organization
• Intelligent case management to track, manage, resolve, and report customer feedback
• Standardized industry best practices, increased agility and scalability, and improved risk management
• Easy updating and adopting of industry-standard and compliance-related changes
• Single source of truth
• Reduction in manual work
• Improved customer satisfaction

One-stop solution for end-to-end customer feedback management. It includes configurable modules, such as:

• Questionnaire management
• Response mappings
• Team management
• Category management
• SLAs and emojis

• Plug and play application that can be configured in less than a week
• Intuitive and guided processes for feedback capture, acknowledgements, processing, and follow-up activities
• A single feedback management system for various business applications across the different lines of business
• Configurable modules of questionnaire and response mappings
• Ability to manage and configure application grievance owner
• Ability to view organization-level feedback and drill down to line of business, business application levels, and more
• Business-friendly configurable modules that provide team management, category management, and SLAs
• Ability to define and configure emojis to represent feedback visually making the process more self-explanatory
• Real-time reports for management and executives