ResolveCX

ResolveCX is a SaaS-based escalation management and complaint governance platform designed for regulated industries. The company delivers a unified operations layer that governs complaint handling, case management, escalation routing, incident management, and problem resolution across enterprise environments. Its platform is purpose-built to address the structural failures that occur when escalation paths lack clear ownership, documented handoffs, or enforceable SLA accountability.

At the core of the platform is an AI Rules Engine that provides escalation intelligence through multiple mechanisms: sentiment-based routing, ML-driven tier routing, AI complaint classification with confidence scoring, intelligent customer segmentation, and an automated root-cause feedback loop that fires on every closed escalation. The system is designed to detect escalation signals early, before cases reach higher-cost tiers, and to route them automatically to the appropriate owner with a full, timestamped audit trail.

ResolveCX is structured around five governance modules — Complaint Management, Case Management, Escalation Management, Incident Management, and Problem Management — all integrated into a single platform to eliminate silos and untracked outcomes. The platform also features an omnichannel unified inbox that consolidates email, WhatsApp, web chat, and web form interactions into a single governed case record, along with AI-generated case summaries and customer churn prediction scoring.

The platform is deployed across healthcare, financial services, retail, e-commerce, technology, manufacturing, and travel and hospitality sectors. It is specifically architected to meet the compliance requirements of regulated industries, with alignment to FCA complaint resolution standards, CQC audit requirements, GDPR breach response timelines, and ISO 9001 nonconformity obligations. The company holds ISO 27001 alignment for information security and ISO 9001 quality management integration, ensuring that sensitive escalation data is protected and that recurring complaint triggers are systematically investigated and eliminated.

Key performance benchmarks cited include over 45,000 cases resolved, a 37% escalation reduction, 100% audit coverage, and a fourfold improvement in resolution speed. The platform is positioned as enterprise-ready with multi-tenant security architecture and reliable uptime designed to handle spikes in escalation volume. ResolveCX is particularly relevant to financial institutions, where it governs the post-complaint workflow without replacing existing core banking systems or CRM infrastructure.