AI-powered resolution governance

Bring complaints, cases and escalations under control.

Connect complaint management, complex cases and high-risk escalations in one accountable workflow, alongside the CX and service systems your teams already use. AI assists; your people stay in control.

Book a demo See the workflow

One accountable record. Five distinct disciplines.

RESOLVECX / OPERATING MODEL

ComplaintCustomer issue

CaseCross-team work

EscalationDecision needed

IncidentService impact

ProblemRepeat cause

Resolution governanceowner · evidence · decision

Conceptual resolution workflow · connected record relationships, not a product screen

When resolution fragments

Customer issues cross teams. Accountability should travel with them.

Complaints lose owners. Complex cases lose context. Escalations reach leaders late. Repeated failures remain unaddressed.

Responsibility gets blurred when work crosses teams without a confirmed next owner.

Evidence gets scattered across messages, systems and separate investigations.

Patterns stay unresolved when outcomes never connect to repeat causes.

ResolveCX connects the people, evidence and decisions behind resolution, so teams can see who owns the next action and how an outcome was reached.

Five disciplines, distinct jobs

Five distinct jobs.
Connected where it matters.

Each record has a different purpose. ResolveCX keeps those purposes clear while preserving the relationships between them.

A connected resolution story

One connected story.
A clear next owner.

Start with the customer issue. Keep ownership, evidence and decisions connected as work moves between teams. Link a complaint to a complex case, bring a high-risk issue to the right decision-maker, and connect customer-impact incidents and recurring causes when relevant.

Stage 01 / Workflow detail

Capture the issue

Record the issue and its customer context.

Record: Reported issue
Accountable role: Intake handler
Next action: Confirm the record

Stage 02 / Workflow detail

Classify and route

Use AI classification and configured routing to direct work; people review exceptions.

Record: Category and source
Accountable role: Responsible team
Next action: Accept ownership

Stage 03 / Workflow detail

Investigate together

Keep evidence, actions and customer contact connected.

Record: Chronology and findings
Accountable role: Case owner
Next action: Agree the next action

Stage 04 / Workflow detail

Escalate for a decision

Bring unresolved or high-risk work to the right authority with its history.

Record: Escalation context
Accountable role: Authorized decision-maker
Next action: Record a decision

Stage 05 / Workflow detail

Respond and learn

Record the outcome and connect recurring issues to investigation.

Record: Outcome and rationale
Accountable role: Resolution owner
Next action: Close or link further work

A governed process makes responsibility visible without pretending every organization follows the same path.

AI assistance, human decisions

Useful assistance.
Accountable people.

Configured rules can route and escalate work. AI helps classify, surface sentiment, summarize context and suggest relevant knowledge. People review exceptions, apply specialist judgment and remain accountable for resolution.

Classify and route Prioritise with context Get up to speed Use reviewed knowledge

AI ASSISTANCE / RESOLUTION ACCOUNTABILITYR / CX

Configured routingTeam routing · escalation rules

Agreed rules can direct work to the right team.

AI-supported contextClassification · sentiment · summaries

Signals help the team orient and review exceptions.

People own resolutionSpecialist judgment · outcome

People remain accountable for the resolution and its follow-through.

Enterprise evaluation

Keep your service environment.
Connect the resolution work.

ResolveCX works alongside CX and service systems to connect complaint and case work with accountable resolution. Explore the existing integration guides and confirm availability and configuration for your environment.

01Fit the environment

Which systems hold the customer context and source material?

02Agree the handoffs

Which team accepts ownership, evidence and the next action?

03Review delivery scope

What should be configured, tested and adopted first?

Explore the integration guides

Existing-system fit

Explore supported contact centre platforms.

Logos identify integration platforms, not customers or endorsements. Confirm availability and configuration for your environment.

Cisco Webex CCExplore platform

Avaya AXPExplore platform

Five9 VCCExplore platform

8x8 Contact CenterExplore platform

NICE CXoneExplore platform

Genesys Cloud CXExplore platform

Six supported platforms

Industry and enterprise context

Built around the work
your teams need to govern.

Explore relevant operating context, then evaluate workflows, documentation and delivery scope with the people who own them.

01Financial servicesComplaint ownership and review 02TelecommunicationsCustomer issues and service impact 03HealthcarePatient complaints and incidents 04Explore all industriesFind your operating context

Plan the fit before implementation

Review the work.
Agree the right scope.

Review your ownership model, evidence requirements, existing systems and data-handling needs together. Map the workflow, configure and test representative records, then prepare teams for adoption. Scope and timing depend on your requirements.

01Map journeys, owners and evidence requirements
02Agree configuration, connections and testing
03Prepare teams for adoption and review

A useful first conversation

Where does ownership
break down today?

Explore the existing governance assessment for a structured look at your complaint-handling practices. It uses your answers to calculate a risk result. Your name and work email are requested before the result is revealed and to discuss a governance review.

Start the assessment

AI complaint governance assessment1 of 5

How does your team currently track SLA compliance on complaints and cases?

Your name and work email are requested before the result is revealed.

Buyer questions

Questions before you
choose a resolution platform.

Useful details for an early evaluation. Bring your specific requirements to the conversation.

01What is ResolveCX?

ResolveCX is an AI-powered resolution governance platform for customer operations. It connects complaint management, complex customer service cases, high-risk escalations, customer-impact incidents and problem investigation, while keeping their distinct purposes clear.

02Does it replace our CRM, contact centre or service desk?

ResolveCX is positioned alongside existing CX and service systems. Evaluate the relevant integration and workflow requirements for your environment rather than assuming a wholesale replacement.

03Who controls the AI-assisted workflow?

AI helps classify inbound work, surface sentiment signals, summarise case context and suggest relevant knowledge. Configured rules can support routing and escalation; people remain responsible for exceptions, specialist judgement and resolution decisions.

04How does implementation work?

Start by reviewing your journeys, owners, evidence requirements and existing systems. Agree the relevant configuration and integrations, test representative records and prepare users before adoption. Timing depends on the agreed scope.

05What should our security and privacy teams review?

Discuss your data flows, access requirements, retention, hosting and integration needs during evaluation. Confirm the relevant product evidence for your requirements. The website privacy and cookie policies describe this site's practices, not product certifications.

Bring one difficult resolution

See how your team could resolve a difficult issue together.

Bring a complaint journey, a complex case or an escalation handoff. Explore ownership, linked evidence, decisions and existing-system fit in a focused demo.

Book a demo

THE CONVERSATION

01A complaint, complex case or escalation journey
02Ownership, linked evidence and decisions
03Existing-system fit and data requirements
04Delivery scope, validation and next steps

Keep exploring

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Relevant guides and real-world perspectives for the work you are doing now.

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What Is Case Management?

What a case is, how it differs from a ticket, and why case-first architecture matters in regulated environments where resolution memory, ownership, and audit trails are non-negotiable.

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