A grievance management and contact-center platform integrated directly with Finpage. Inbound and outbound calls, ticket handling, IVR and RBI-compliant grievance workflows — handling thousands of calls a day, in production for over five years.
Routed by language and product; agent Sarika answers with the full Finpage customer record on screen.
Category routing fires the SLA timer; the call recording attaches automatically.
FinCollect transaction trace pulled into the ticket — no swivel-chair lookup.
Refund or re-posting confirmed, customer notified in the FinAssist app, post-call CSAT captured.
Soft-phone integrated with the Finpage customer record. Click-to-call, auto-logging, wrap-up codes, and dialer queues for campaigns and recovery call-outs.
Every customer touch becomes a ticket — SLA timers, category routing, escalation matrices, supervisor override. All auditable, all tied to the loan account.
Configurable IVR trees for self-service — balance, EMI due date, statement — with post-call CSAT capture and language- and product-aware routing.
Internal Ombudsman workflows, turnaround tracking, principal nodal officer dashboards and statutory grievance reports, built in.
Grievances registered over a call or in the FinAssist customer app land in the same queue, tagged to the same loan account.
Cloud telephony with call recording and transcription, retained against the ticket for dispute resolution.
See FinConnect running against live Finpage customer accounts — call handling, ticket SLAs and RBI compliance reporting.
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