Customer experience specialists. Not generalists.
Workflow Concepts wasn’t a systems integrator that bolted on a contact center practice. We started in the contact center — and for 25+ years we’ve engineered, implemented, and supported customer experience, from Cisco UCCX to AI-powered Webex.
We didn’t add CX to a portfolio. We built the company on it.
Founder David Chiarello began his contact center journey in the 1990s, when routing logic lived in a closet and “omnichannel” meant a second phone line. Workflow Concepts was built CX-first from day one: the customer’s experience — not the platform — is the starting point for every design decision we make.
That origin produced an engineering culture that still governs how we work. Every workflow is mapped in Lucidchart before a single line of configuration is written. If we can’t draw it, we don’t build it — and when we do build it, the documentation is the contract.
Today the team works from a waterfront Customer Briefing Center at 100 Commercial Street in Portland, Maine — and customers are invited to visit. Bring your call flows. We’ll put them on the wall.
- CX first — the customer’s experience drives every design decision
- Document before build — every workflow mapped in Lucidchart before config
- War-room go-lives — dedicated engineers in the room at cutover
- Measure everything — baseline KPIs, benchmark, optimize month over month
The team behind every deployment
Small enough to know your call flows by name. Senior enough to have seen every migration path there is.
David began engineering contact centers in the 1990s and has spent the 25+ years since inside them — designing IVR, routing, and integrations across every generation of the technology. He founded Workflow Concepts to do one thing exceptionally well: engineer customer experience, from Cisco UCCX then to AI-powered Webex now.
Engineering
Webex- and UCCX-certified engineers who build, migrate, and support production contact centers — from 700-agent retail migrations to single-queue credit unions — with war-room discipline at every go-live.
Solution Architecture
Architects who run Lucidchart-documented discovery and design: every queue, prompt, and hand-off mapped and signed off before development begins. The design is the contract.
Customer Success & CX TOPS
The day-two team. CX TOPS managed services keep platforms optimized with governance, KPI reviews, and training programs — so month two runs better than month one.
Leadership team & headshots
Only founder David Chiarello is named above. Add real leadership team members (names, titles, bios, headshots) — or confirm founder-only is intentional. Headshots also need an image-asset decision: the build guide currently forbids external images, so real photos require a rule change.
Deep on one stack. Connected to yours.
We’d rather be the best in the world at one platform than adequate on five — and integrate everything around it.
Cisco Partner
Our heritage runs from on-premises Cisco UCCX to cloud-native Webex. We’ve carried customers across that entire arc — and we still support both ends of it.
Webex Platform Depth
We work across the full Webex portfolio — engineering contact centers, building Connect journeys, deploying Calling, and putting Webex AI into production, not into pilots.
The Ecosystem
CX doesn’t stop at the platform edge. We integrate the systems your teams already run — with SSO, screen pop, and secure ticketing where they belong.
Crawl. Walk. Run.
AI transformation fails when it tries to do everything at once. Our methodology sequences the work so every phase pays for the next — quick wins first, then expansion, then compounding gains.
Prove value fast
Start where the ROI is obvious and the risk is low.
- CX assessment & workflow mapping
- Quick-win automations in production
- Baseline KPIs established
Expand with confidence
Build on measured wins with deeper capability.
- Authenticated self-service
- CRM, EMR & payment integrations
- Executive-to-agent dashboards
Compound the gains
The platform starts improving itself.
- End-to-end AI transactions
- Proactive outreach & notifications
- Continuous optimization cycles
One engagement model across every phase
Discovery & Design
Lucidchart-documented workflow mapping. We interview, observe, and diagram until the future state is agreed on paper — before anything gets built.
Development & Programming
Engineers build to the approved design — flows, integrations, prompts, and reporting — with staged reviews against the documentation at every milestone.
Implementation
Dedicated engineers run cutover with war-room go-live support: everyone in the room, watching the queues, until the numbers run clean.
Then the fourth phase begins: Evaluation & Analysis — KPI optimization against the baseline we captured in discovery. It’s why every Workflow Concepts engagement ends with numbers, not anecdotes.
A quarter century. One focus.
years of contact center engineering — from 1990s call routing to AI-powered Webex
Since the ’90spublished success stories across travel, healthcare, government, finance, and utilities
Case studiesproven automation blueprints in the AI Workflow Library, ready to deploy
AI Workflow Libraryfocus: customer experience. It’s not a practice area — it’s the whole company.
CX firstCome see it at the Briefing Center
100 Commercial Street, on Portland’s working waterfront. Bring your call flows and your hardest CX problem — we’ll map the first workflow together before you leave.