Customer resolution
Record complaints from email and social channels, classify them, and follow each case through to its result with status derived automatically.
Customer resolution & operations
Every case, task and follow-up, resolved in one place.
MCI Resolution Suite is a unified workspace for customer resolution, operational monitoring, task management, and workflow coordination.
Access is limited to authorized users. Sign in with an authorized Google account or staff credentials.
Resolution queueStatus view
In Process
Waiting for customer
Resolved
Capabilities
Built for the daily rhythm of resolution work.
Each area of the workspace supports a part of the customer resolution cycle, from first contact to follow-up.
Operational monitoring
Track layer-2 requests by region and branch, with filters and reminders that surface cases needing a follow-up check.
Task management
Assign daily responsibilities and keep them in step with Google Tasks, without duplicates.
Workflow coordination
Maintain the shared categories behind requests and complaints, such as regions, request types, and resolutions.
Calendar and follow-up
Plan monthly shifts, swaps, cover and overtime, then synchronize them with Google Calendar.
Productivity and templates
Review call productivity against targets and prepare consistent customer emails from standard templates.
Workflow
One flow, from first request to closed case.
Information is captured once and carried through each stage, so teams spend less time re-entering data and more time resolving.
- CapturePaste or enter the request; identifiers are recognized automatically.
- CoordinateClassify, assign, and set reminders for cases that need another check.
- ResolveRecord the outcome and keep calendar and task follow-ups aligned.
Google Workspace
Connected only with your authorization.
With your permission, the workspace uses Google Drive and Sheets to store operational data, and Google Calendar and Tasks to synchronize schedules and assignments. It reads basic profile details to identify the signed-in user.
The application's use of information received from Google APIs follows the Google API Services User Data Policy, including the Limited Use requirements. Details are in the Privacy Policy and Terms of Service.