The CX operator’s library
Blueprints, playbooks, case studies, and field notes from 25+ years of contact center engineering — written for the people who run the queue, not the people who sell to it.
Two shortcuts to what actually works
Skip the theory. These two collections are the distilled record of what we’ve built, shipped, and measured in production contact centers.
AI Workflow Library
Seventeen field-proven automation blueprints, each documented in trigger → action → outcome format — AI IVR and voice bots, agent bot SMS, callback and virtual hold, CRM screen pop, SLA routing, supervisor whisper coaching, and more. Every one has run in a production contact center; none is a concept slide.
Customer Success Stories
Sixteen deployments across six industries — travel, retail, healthcare, government, utilities, and financial services. From KAYAK’s 60% call deflection to a 700-agent Webex Contact Center migration across 150 retail locations, each story covers the problem, the build, and the measured result.
AI for CX: The Crawl-Walk-Run Playbook
The sequencing guide we use with every client engagement — now in one document.
Sequence AI adoption without betting the queue
Most AI initiatives fail on sequencing, not technology. The playbook lays out the crawl-walk-run path we’ve refined across real deployments.
- What to automate first — how to spot the narrow, high-volume contact types that prove value in weeks
- The ROI math — deflection, handle time, and after-hours coverage translated into numbers your CFO will accept
- Governance that scales — escalation paths, containment thresholds, and review cadences before the bot takes its first call
- Crawl → Walk → Run — the phase gates that tell you when to expand scope, and when to hold
Field notes from the queue
Long-form writing from our engineers is on the way. Here’s what’s drafting first.
Crawl, Walk, Run: sequencing your first AI agent
Most AI projects stall because they start too big. How to pick a first use case narrow enough to ship in weeks — and prove ROI before you scale.
What the latest Webex AI releases mean for your queue
Cisco keeps shipping AI capability into Webex Contact Center. We separate the demo-ware from the features that will actually move handle time and deflection.
Five KPIs your executive dashboard is missing
CSAT and AHT tell you what happened. These five overlooked metrics tell you why it happened — and which workflow to fix next.
See it working before you commit to anything
Short, unscripted looks at the platform and the solutions we build on it — no registration form required.
Platform overview
A two-minute look at how Workflow Concepts engineers AI-powered CX on Webex — self-service that deflects, routing that respects SLAs, dashboards that show every KPI, and day-two support that keeps it all improving.
Solution walkthrough
Follow one customer interaction end to end — AI self-service resolves the routine ask, a context-rich handoff reaches a live agent with screen pop, and the analytics land on the supervisor dashboard in real time.
◐ Placeholder — both videos above use stand-in YouTube IDs pending real WFC footage. Blog & webinar cards are marked “Coming soon” pending your content.
Turn the reading into a roadmap
Start with a no-obligation assessment. We’ll map your current workflows, match them against the library, and show you the crawl-walk-run path from here.