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We have been lucratively providing Anti Spam Solution to our data center customers at Spectra Net ISO 9001-2000, Tier Three Data Center since Dec, 2004. Our esteemed and venerated clients are enormously satisfied with the paramount quality of our services and technical support. We look forward to a long term business association.

Raman Walia
Manager (EBS), Spectranet -PLL

Complaint Management System (CMS)
Hospitality Sitting with Gladness

Ideal For: Call Centers, Customer Support Service Providers.


In economic terms, the current competitive business arena is a buyer’s market. Business power like ‘monopolistic hold’ has become a part of old narration across the world. Customers have spun their choices and preferences. Hence, all organizations (private, public or government undertakings), focus toward a centralised site wherein they can promote services to the customers resourcefully. Such centralised site provides information on products, register customer’s complains and execute other activities.

Targeting this as a focal point, DIL has coined a Complaint Management Centre for JVVNL (Jaipur Vidhyut Vitran Nigam Limited) which is in action round-the-clock, and shelters all these requirements under single umbrella.


Minimum Requirement
Pentium 1
15 MB Free Hard Disk Space
Microsoft Windows (9X,2000,XP)


Complaint Management System (CMS)  keep track on
  • Complaints are escalated to higher levels of JVVNL within the specified time.
  • Using Complaint Management System (CMS) agents can search for the consumer from the data base using various search criteria.
  • This ‘in-house’ built software calculates the number of rings in which an agent picks the phone.
  • This CMS Software also searches for consumer data by their CLI and shows complaint status.
    Tracking and Escalation of complains.
  • The CMS Software automatically displays the name & GSM number of related Lineman (field staff) to whom complaints are to be escalated.
  • After compliance from field staff consumers are given a call to confirm rectification of error and their satisfaction.
  • Records all Incoming or Outgoing calls.
  • Provides on line reports that are accessible from anywhere.
  • Daily and monthly generation of MIS reports as required by JVVNL and sending through e-mail and hard copy.
Complaint Management System (CMS) provides following reports
  • Calls attended after three rings.
  • Complains were not dispatched to line staff within 5 minutes.
  • Complains summary Report (Turn Around Time for resolving complain).
  • Repeat complains in a month more than three times.
  • Nature wise complains.
  • Monitoring the number of complains SDO wise.
  • Confirmation Calls to the customers for their satisfactory.
  • Equating the amount of calls received and dialled in the call centre.
  • Monitoring the login hours of agent.
  • Evaluating the amount of complains registered and escalated by a particular agent.



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