Connect the contact center to every system that runs the business
Salesforce, ServiceNow, Epic, payment gateways, Exchange, and the warehouse behind your dashboards — we engineer the connections that put complete context in front of every agent, every AI, on every interaction.
Disconnected systems tax every single interaction.
The platform isn’t usually the problem. The gaps between platforms are — and your agents and customers pay for them on every call.
Swivel-chair agents
Agents re-key the same customer data between the contact center, the CRM, and the ticketing system — inflating handle time and inviting errors on every contact.
Zero context at hello
Callers authenticate in the IVR, then repeat their name, account, and issue to the agent who answers. Nothing erodes trust faster than asking twice.
Data silos
Voice history lives in one system, chat in another, email in a third. No single record of the customer relationship exists anywhere — so nobody acts on one.
Brittle point-to-point builds
Hard-coded, undocumented connections that break on every platform upgrade — and the person who built them left two years ago.
We meet your stack where it is.
These are the platforms we integrate with Webex Contact Center in production today — not a logo wall, a delivery record.
CRM
Screen pop, click-to-dial, and full interaction logging inside the record your teams already live in.
Healthcare & EMR
Patient-facing IVR that reads and writes appointments directly against the scheduling system of record.
Payments
PCI-conscious payment IVR flows that let callers pay a bill end to end without an agent ever hearing a card number.
Identity & Security
Single sign-on and multi-factor authentication for agents and supervisors — one credential, least-privilege access.
Productivity
Calendar-aware dialing, presence, and collaboration — the contact center working with the tools your business already uses.
Data & BI
Interaction data flowing into the warehouse your analysts trust, feeding executive-to-agent dashboards with live KPIs.
Six patterns that pay for themselves.
Every engagement is custom, but the plays are proven. These are the integration patterns we deploy most — each one already in production for a Workflow Concepts customer.
CRM screen pop
The caller’s record opens the instant the agent answers — identity, history, and open cases already on screen. No lookup, no “can you spell that?”
IVR data dip
Authenticate the caller and fetch their account before routing — so the IVR makes smart decisions and the agent inherits a verified, contextual conversation.
Event-triggered workflows
A case is created, a callback gets scheduled. A payment fails, an outreach fires. Systems react to each other without a human relaying the message.
Interaction history sync
Voice, chat, SMS, and email all logged to the same customer record — one relationship, one timeline, whichever channel the customer chose today.
Secure ticketing
ServiceNow ticketing behind SSO in a security-hardened environment — the pattern we delivered for the US Air Force’s Kessel Run, with DUO on the front door.
Conversational transactions
An AI agent that doesn’t just answer — it completes the bill payment through the payment integration, start to finish, the pattern behind our PTD virtual agent.
Engineered like software. Because it is.
Integrations fail when they’re treated as an afterthought of a platform project. We run every connection through the same discipline we’d apply to any production system.
Discover & map
Every data flow between the contact center and your systems is documented in Lucidchart before anything is built — sources, owners, fields, and the workflow each one serves.
Design
API contracts, the security model, and failure modes defined up front — least-privilege API access, encryption in transit, and a documented answer for what happens when a system doesn’t respond.
Build & validate
Sandbox-first development against non-production instances, load-tested at your real call volumes, and validated end to end before a single customer touches it.
Operate
Every integration we deliver is monitored, versioned, and supported under CX TOPS managed services — so a platform upgrade is a scheduled event, not an outage. Connections are reviewed as APIs evolve, and changes ship with documentation, not tribal knowledge.
Integrations in production, not on slides.
secure access with DUO, end to end
US Air Force — Kessel Run
Webex Contact Center deployed with DUO single sign-on and ServiceNow secure ticketing — mission-grade security requirements met without sacrificing agent workflow.
capacity increased with calendar-aware dialing
Guild
Custom dialer and virtual agent integrated with MS Exchange — outbound campaigns that respect real calendars, lifting capacity without adding headcount.
full interaction history on every account
Inside Sales Organization
WFC OmniXpress omnichannel deployed on MS Dynamics — every call, chat, and message logged to the account, so reps open each conversation with the full relationship in view.
One contact center. Every system. Zero re-keying.
Bring us your stack — CRM, EMR, payments, ticketing, all of it. We’ll map the data flows, identify the highest-value connections, and show you exactly how they get built.