Transform customer experience with AI, automation, and Webex
From contact centers to business process automation, Workflow Concepts helps organizations deliver faster, smarter customer experiences — engineered, implemented, and supported by CX specialists.
Trusted by organizations across every industry
Customer expectations have changed. Most operations haven’t.
Customers expect immediate answers on any channel. Agents are overwhelmed, systems are disconnected, and costs keep climbing. Standing still is the expensive option.
of customers rate an immediate response as important when they have a question
HubSpot Researchaverage annual agent turnover in contact centers — burnout is systemic
Industry benchmarkdisconnected systems the average agent juggles per customer interaction
Contact center operations dataof customers will switch to a competitor after just one bad experience
Zendesk CX TrendsThree pillars. One connected customer experience.
AI & Automation
AI agents, agent assist, and workflow automation that resolve routine contacts before they ever reach a queue — and give your team superpowers when they do.
Contact Center
Webex Contact Center design, migration, and engineering — omnichannel routing, self-service, and workforce optimization built around your workflows.
Managed Services
Day-two support that never sleeps. CX TOPS managed services keep your platform optimized, your roadmap moving, and your KPIs improving month over month.
Every interaction, engineered end to end
We design the complete loop — from first contact through resolution, measurement, and continuous improvement.
◐ Placeholder — customer journey video pending real WFC footage. The hero “Watch 2-Minute Overview” button also points to a stand-in video.
A complete CX portfolio
Webex Contact Center
Cloud contact center design, migration, and engineering — omnichannel routing, queuing, and callback built around your business.
ExploreWebex AI & Virtual Agents
Conversational IVR and AI agents that authenticate, transact, and resolve — integrated with your CRM, EMR, and payment systems.
ExploreWorkflow Automation
Trigger-to-outcome automations that eliminate manual steps — from agentless routing to automated callbacks, surveys, and wrap-up.
ExploreManaged Services
CX TOPS: proactive day-two support with governance, monthly deliverables, and SLAs from base support through hypercare.
ExploreBusiness Process Optimization
Lucidchart-documented discovery that maps every workflow before we automate it — so technology serves the process, not the reverse.
ExploreAnalytics & Reporting
Executive, supervisor, and agent dashboards with the KPIs that matter — CSAT, AHT, deflection, and first-contact resolution.
ExploreCRM Integrations
Screen pop, interaction history, and data sync across Salesforce, MS Dynamics, ServiceNow, Epic, and the systems you already run.
ExploreMeasured before. Measured after. Better every month.
- Repeat callers waiting in queue for basic answers
- Agents re-keying data across disconnected systems
- No visibility into handle time, CSAT, or deflection
- Every change requires a ticket and a wait
- AI self-service resolves routine contacts instantly
- Screen pop and CRM sync on every interaction
- Executive-to-agent dashboards, live KPIs
- Continuous optimization with monthly governance
call deflection with automation
KAYAK
Automated the high volume of repeat callers requesting basic travel information with cloud-based self-service integration.
agents migrated to Webex Contact Center
National Retail Chain
Seamless cloud migration across 150 locations — one platform, one administration model, zero disruption in season.
integrated patient scheduling IVR
University of Chicago
Custom IVR integrated with EMR scheduling — vastly improved self-service for appointment confirmation and rescheduling, and increased patient satisfaction.
CX first. Since the ’90s.
We’re not generalists who added a contact center practice. We are customer experience specialists — engineers who have lived in contact centers for 25+ years.
- 25+ years of contact center engineering — from legacy UCCX to cloud-native Webex
- Deep Webex expertise — Contact Center, Connect, Calling, and AI, certified and current
- AI implementation services — from crawl-walk-run strategy to production virtual agents
- War-room go-lives & managed support — dedicated engineers at cutover and beyond
- Business process consulting — every workflow mapped and documented before we build
See what AI and automation can do for your customer experience
Start with a no-obligation assessment. We’ll map your current workflows, identify the fastest wins, and show you the crawl-walk-run path to get there.