ResolveCX

Questions and answers

• Multiple Modules
  The SaaS has five connected modules for managing complaints, cases, escalation, incidents, and problems.
• Workflow Process
  The SaaS guides complaints from first contact to final review, with steps like classification, assignment, investigation, response, and closure.
• Structured Records
  Complaints are captured with details like customer information, issues, and evidence in a clear and organized way.
• AI Support Features
  AI helps identify customer sentiment, classify complaints, find patterns, and understand customer channels while humans make final decisions.
• Assignment of Owners
  Complaints are assigned to specific team members or queues with deadlines to manage work smoothly.
• Complaint Governance
  It gives each complaint an owner, keeps a record of evidence and decisions, and helps prevent recurring issues.
• Implementation Steps
  Teams can map their processes, set up workflows, test with sample records, and train users for effective adoption.
• Security and Privacy
  Access, data handling, and deployment options are designed to meet your organization's security and privacy needs.
• Governance Assessment
  A tool that reviews your current complaint processes, calculates risk, and suggests improvements for better control.
• Response and Approval
  Teams prepare and record responses, make decisions, and escalate issues if needed for approval or review.
• Investigation Timeline
  All evidence, notes, actions, and contacts are stored in a timeline for clear tracking during investigation.
• Closure and Audit Export
  Complaints are closed with documented outcomes, and records can be exported for auditing and review.
• AI-Assisted Classification
  AI suggests categories, priorities, and sentiments, and humans confirm or adjust the choices.
• Specialized Industry Support
  ResolveCX supports industries like finance, healthcare, technology, and retail with tailored workflows.
• Integration with Contact Centers
  ResolveCX can connect with popular contact center platforms like Cisco Webex, Five9, NICE, Genesys, and more.
• Regulated Industry Compatibility
  The system is built to support the rules and needs of regulated industries, ensuring proper governance.