Real deployments. Measured results.
No composite scenarios, no hypothetical ROI. Sixteen real engagements — from an EMR-integrated patient IVR to a 700-agent Webex Contact Center migration — and what actually changed after go-live.
The portfolio, in four numbers
Every engagement starts with a workflow map and ends with a KPI. Here is what that discipline adds up to.
customer success stories on this page — every one a real deployment
Workflow Concepts engagementsbest-in-class call deflection achieved with AI self-service automation
KAYAK deploymentagents migrated to Webex Contact Center in a single retail deployment
National retail chainindustries served — healthcare, finance, government, utilities, retail & B2B
Cross-industry practiceSixteen engagements. Six industries. One method.
Filter by industry, or read straight through. Each story follows the same arc: a specific operational problem, the workflow we engineered, and the outcome we measured.
call deflection with AI self-service
KAYAK
Repeat callers requesting basic travel information were flooding the queue. We automated those requests with cloud-based self-service — deflecting 60% of calls and freeing agents for the conversations that actually need a human.
agents migrated across 150 locations
National Retail Chain
150 locations, an aging platform, and zero tolerance for downtime in season. We migrated 700+ agents to Webex Contact Center on one administration model — with war-room support at cutover and no disruption to stores.
integrated patient scheduling IVR
University of Chicago
Patients calling to confirm or reschedule appointments waited for live schedulers. We built a custom IVR integrated directly with EMR scheduling — vastly improving patient self-service and lifting satisfaction scores.
DUO single sign-on with secure ServiceNow ticketing
US Air Force — Kessel Run
The Air Force's software organization needed cloud contact center capability that met strict security requirements. We delivered Webex Contact Center with DUO SSO authentication and secure ServiceNow ticketing integration.
queues consolidated through a bank merger
New Hampshire Mutual Bancorp
A bank merger left overlapping queues and inconsistent routing. We redesigned UCCX to consolidate queues and added intelligent routing with CRM screen pop — reducing talk time while unifying the customer experience.
self-service for resets, bill pay & scheduling
National Utilities Company
Password resets, bill payments, and appointment scheduling were consuming agent hours around the clock. Self-service automation now handles them any hour of the day — cutting both talk time and queue times.
conversational IVR completing full transactions
PTD
Routine account and payment calls were tying up agents. We built a virtual agent integrated with their CRM and payment systems — a conversational IVR that completes entire transactions without ever touching a queue.
custom outbound dialer with virtual agent
Guild
Outbound reach was capped by manual dialing. We engineered a custom dialer paired with a virtual agent and MS Exchange integration — increasing outbound capacity and connections per hour without adding headcount.
web chat added with AI chatbot & CRM sync
NewSouth
Voice-only service limited how customers could reach the business. We deployed Webex Calling and Contact Center with an AI chatbot and CRM integration — adding web chat as a fully routed, fully reportable channel.
agent login replacing a multi-step Finesse process
Acadian
Agents fought a cumbersome Cisco Mobility and Finesse login sequence at the start of every shift. We engineered a custom single-click agent login — seconds to ready-state, every shift, with no misconfigured sessions.
automation spanning quality management & self-service
Stillwater Insurance Group
Manual processes were slowing policyholders and agents alike. Multiple automation projects — spanning self-service and quality management — transformed both the customer and the agent experience across the operation.
Webex migration with emergency call routing
Columbia County
An aging platform limited citizen self-service and offered no smart handling for urgent calls. Migration to Webex Contact Center improved self-service and gave emergency calls the intelligent routing they demand.
electric co-op migration to Webex Contact Center
MidSouth EC
The electric cooperative's legacy system was holding back member service. We migrated MidSouth EC to Webex Contact Center — unlocking enhanced functionality, cloud administration, and modern routing and reporting.
credit union migration to Webex Contact Center
CFCU
The credit union needed to move past its legacy contact center without disrupting member service. We executed a clean Webex Contact Center migration — cloud flexibility delivered with banking-grade reliability.
merging companies unified on one cloud platform
MBE
Two merging companies were running separate contact center platforms with separate processes. We consolidated both onto one cloud contact center — one queue structure, one reporting model, one customer experience.
OmniXpress omnichannel with MS Dynamics history
Inside Sales Organization
Sales reps had no visibility into prior customer interactions across channels. WFC OmniXpress with MS Dynamics integration unified every channel and put the full interaction history in front of reps on every contact.
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