Call Center Case Management
Call Center Case Management Software Built for In-House Contact Centers
ResolveCX turns every customer issue into a governed case record with named ownership at every handoff, real-time SLA enforcement, and a complete audit trail from intake to resolution. Built for in-house contact center teams where first-contact resolution and advisor accountability define performance.
100%Cases With Named Ownership
4xFaster Multi-Team Resolution
68-89%SLA Adherence Improvement
0Cases Without a Full Audit Trail
Supported Integrations
CCaaS Platform Integrations
Works with your contact center platform
ResolveCX adds governed case management on top of the CCaaS platform your contact center already runs. Choose your platform to see how the integration works.
Cisco Webex
Case management via Webex CC REST APIs and Desktop Widget SDK
View integrationAvaya Experience Platform
Governed cases through AXP open APIs and Avaya Aura CTI
View integrationGenesys Cloud CX
Architect webhook case creation and Interaction Widget panel
View integrationNICE CXone
Studio SNIPPET webhooks and embedded agent desktop panel
View integration8x8 Contact Center
8x8 Flow webhooks and Agent Workspace case panel
View integrationFive9
SuperAPI event subscription and Agent Desktop Toolkit panel
View integrationThe structural failure
Why Case Management Breaks in Call Centres
Call centres are not failing because advisors are undertrained. They are failing because complex customer issues have no unified home, no enforced owner, and no audit trail that survives a handoff.
01
Cases Fragment Across Channels and Systems
Phone, email, chat, and social each create separate records in separate systems. A customer's issue exists as five disconnected interactions across three platforms. Agents work with partial information and the customer repeats themselves every time.
02
Ownership Breaks at Every Handoff
When a case moves from Tier 1 to Tier 2 to a specialist team, accountability weakens at every transfer. Without enforced ownership at each stage, cases sit in handoff limbo, acknowledged by nobody, progressed by nobody.
03
SLAs Are Tracked in Spreadsheets, Not Systems
Most call centres track SLA compliance in spreadsheets reviewed in weekly meetings. By then, the SLA has already breached, the customer has already escalated, and the evidence needed for a defensible response is already scattered.
04
Repeat Issues Signal Unresolved Operational Failures
The same complaint types keep returning because root causes are never formally investigated. Cases are closed. The operational failure is not. The next advisor inherits the same problem with no documented resolution.
05
No Audit Trail When Regulators Ask Questions
When a regulator or senior stakeholder requests a case review, teams spend days manually reconstructing what happened, pulling records from email, notes, and disconnected ticketing systems. The audit trail that should exist does not.
06
QA Findings Are Disconnected From Customer Impact
Quality teams identify agent behaviors that cause dissatisfaction. Operations sees customer complaints. These two datasets never meet, so the same behaviors keep generating the same escalations.
The solution
A Governed Case Management System for Contact Center Operations
ResolveCX replaces fragmented tickets and informal handoffs with structured cases that carry their full context, owner, and SLA commitment across every agent, team, and channel involved in resolution.
Named Ownership at Every Handoff
Every case has a named owner at every stage. When a case moves between agents, tiers, or teams, ownership transfers are documented and enforced. No case progresses without an accountable handler.
SLA Enforcement Built Into Every Case
Time-bound resolution commitments are enforced automatically. Alerts fire before SLAs breach, not after. Cases overdue for action are flagged in real time, not discovered in a Monday morning report.
Omnichannel Case Unification
Phone, email, chat, and web contacts are unified into a single case record with one timeline, one owner, and one documented resolution path. Customers never repeat themselves. Agents never work blind.
Audit Trail From Intake to Closure
Every action, decision, and communication is logged automatically with timestamps and owner attribution. Export complete case records for regulatory review, management reporting, or QA review in one click.
AI Case Summarization for Handoff Continuity
When a case moves between agents or shifts, the receiving handler gets an AI-generated summary of the full case history, the customer's issue, actions taken, and what they are expecting next. Context is never lost in a handoff.
Problem Management for Repeat Issue Elimination
Recurring case types are grouped into structured problem records. Root-cause investigation workflows and corrective action tracking ensure that the operational failures driving repeat contacts are identified, owned, and eliminated.
Why CRM and Ticketing Tools Fail at Call Center Case Management
CRMs track customer interactions. Ticketing tools log service requests. Neither governs complex, multi-team cases with enforced ownership and audit-ready resolution trails.
| Feature | ResolveCX | CRM / Ticketing Tools |
|---|---|---|
| One structured case per customer issue | ||
| Unified omnichannel case timeline | ||
| Named ownership enforced at every handoff | ||
| SLA breach alerts before the deadline passes | ||
| Mandatory evidence capture at each stage | ||
| One-click audit export for regulators and senior stakeholders | ||
| AI case summarization for handoff continuity | ||
| Problem management for repeat issue elimination |
Built for
In-House Contact Centers Operating at Scale
Omnichannel Contact Centers
Operations handling voice, chat, email, and social where customer issues fragment across channels. ResolveCX unifies every contact into one governed case with a single timeline, owner, and resolution path.
Enterprise Customer Operations
Large-scale in-house teams across retail, financial services, and telecoms where advisor accountability, shift handoff continuity, and first-contact resolution rates define CX performance.
Regulated Customer Operations
Financial services, telecom, and healthcare contact centers where complaint cases must meet FCA, Ofcom, and CQC documentation requirements and produce audit-ready records on demand.
Call Center Case Management: Common Questions
Core platform? Explore the full Case Management platform
Operating in a regulated industry? See our Regulatory Compliance guides
Managing escalations too? See Escalation Management
Reducing churn? Customer Churn Software
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Office
Visit or write to us at:
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San Francisco, CA 94114