Put AI to work on real customer workflows
Not a chatbot bolted onto your website. AI agents, agent assist, and workflow automation engineered into the workflows your customers actually run — authenticated against your CRM, integrated to your payment systems, and measured against your KPIs.
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The four problems every contact center knows by name
AI earns its keep when it removes work that never needed a human. These are the problems we automate first.
Manual tasks
Agents re-key the same data into three systems while the caller waits on hold. Automation moves it in milliseconds, correctly, every time.
Slow response times
90% of customers rate an immediate response as important (HubSpot Research). Hold queues and voicemail tell them the opposite.
Agent burnout
Repetitive, robotic contacts drive 38% average annual agent turnover. Hand that work to automation and keep the people you trained.
Inconsistent service
Answers change from agent to agent, shift to shift. AI delivers the same correct answer at 2 pm and 2 am, on every channel.
Five capabilities. One connected automation practice.
Built on Webex AI and Webex Connect, integrated to the systems you already run — Salesforce, MS Dynamics, ServiceNow, Epic, and your payment platforms.
AI agents
Conversational voice and chat bots that authenticate callers, answer questions, and complete transactions — connected to your CRM and payment systems, not guessing from a script.
Agent assist
CRM screen pop, interaction history, and suggested next steps land on the agent’s desktop before they say hello — no more “can I get your account number again?”
Knowledge management
One governed knowledge base feeds bots and agents the same answer — versioned, reviewed, and retired when stale, so automation never confidently repeats last year’s policy.
Workflow automation
Trigger-to-outcome automation drawn from our 17-blueprint workflow library — callbacks, SMS follow-ups, surveys, agentless routing, and automated wrap-up data.
Quality management
Workforce optimization and quality management that scores interactions, surfaces coaching moments, and pairs with supervisor whisper coaching in live calls.
17 proven workflow blueprints
Every capability above ships as a documented, field-tested workflow — from AI IVR and Agent Bot SMS to Look-Ahead Routing. Browse the library and pick your first three.
Browse the AI Workflow LibraryStart small. Prove it. Then scale it.
Our methodology sequences AI adoption so every phase pays for the next — no big-bang launches, no science projects that never ship.
Prove it in weeks
Start where value is obvious and risk is low — deflection moves before a single back-end integration is built.
- FAQ voice bot for your top call drivers
- After-hours deflection instead of voicemail
- Callback and virtual hold offers in queue
- Baseline KPIs so every gain is measurable
Connect your systems
The AI authenticates callers and starts reading and writing your systems of record — real self-service opens up.
- Authenticated self-service: balance inquiries and bill pay
- Agent assist with CRM screen pop at the desktop
- Automated SMS follow-ups after every interaction
Automate end to end
The conversational IVR completes whole transactions, and the program improves itself month over month.
- End-to-end transactions completed in conversational IVR
- Proactive outbound outreach and notifications
- Continuous tuning against live KPI data
Trigger. Action. Outcome.
Every automation we ship is documented as a trigger-to-outcome workflow before a line of it is built. Three we deploy most often:
Bill payment with zero agent time
After hours, still answered
Queue spike absorbed
What moves, and by how much
Some gains we can quote from live deployments. Others depend on your volumes — so we baseline them in discovery and measure them after go-live. Honest numbers only.
call deflection by automating repeat callers requesting basic information
KAYAK deploymentself-service coverage — the AI IVR answers when your team is off the clock
After-hours automationcut from average handle time with CRM screen pop and automated wrap-up
Qualitative — varies by volumeagent attrition as repetitive, robotic work moves off your team’s plate
Qualitative — measured post go-liveFull transactions in the IVR. Production, not a demo.
agent time on completed IVR payment transactions
PTD
We built PTD a virtual agent integrated directly to their CRM and payment systems. The conversational IVR authenticates the caller, retrieves the account, takes the payment, and confirms it — the entire transaction completes without an agent ever joining the call. Agents now spend their time on the conversations that actually need judgment.
call deflection with automation
KAYAK
KAYAK’s queues were dominated by repeat callers requesting basic travel information. We automated those contacts with cloud-based self-service integration — deflecting 60% of calls and freeing agents for the interactions that need a human.
Find your first three automations
Start with a no-obligation assessment. We’ll map your workflows, baseline your KPIs, and show you the crawl-walk-run path from quick wins to end-to-end automation.