Go-live is day one. Day two is where CX is won.
CX TOPS — Total Optimization & Proactive Support — keeps your Webex platform tuned, your KPIs climbing, and your roadmap moving long after the cutover celebration ends. Because a contact center is never finished. It's either improving or decaying.
The platform you launch isn't the platform you'll be running in six months
Go-live is day one. Webex ships new capabilities every month — new AI features, new channels, new APIs. Every release is either an opportunity your operation captures or a change that quietly breaks something.
Without clear ownership, configurations drift, workarounds accumulate, and the KPIs you fought for at cutover decay a little each quarter. Nobody decides to let it happen. It happens because nobody's job is to stop it.
CX TOPS makes it someone's job. Total Optimization & Proactive Support treats your contact center as a living product: monitored around the clock, measured every month, and improved on a schedule — by the same engineers who build these platforms for a living.
Coverage that matches your moment
From steady-state operations to the intensity of a go-live weekend — pick the tier that fits where your contact center is right now, and change it as you grow.
Base Support
Reliable day-two coverage for stable operations that need an expert on call — not a full-time bench.
- Business-hours support desk
- Incident & case management
- Break/fix engineering
- Quarterly service review
Premium Support
The full CX TOPS model: we find issues before your agents do, and ship improvements every month.
- Everything in Base, plus 24/7 coverage
- Proactive monitoring & alerting
- Monthly optimization sprints
- Named engineer who knows your environment
- Release-impact briefings ahead of every Webex update
Hypercare
Maximum coverage for the highest-stakes window in any deployment: the days around cutover.
- War-room coverage at cutover
- Daily standups with your stakeholders
- Real-time tuning as live traffic hits
- On-site option for launch week
- Structured transition plan to steady state
A cadence that keeps everyone honest
Managed services fail when they drift into ticket-taking. Our governance model puts a fixed rhythm around the work — so improvement is scheduled, measured, and reported, not hoped for.
Monthly operations review
Your KPI scorecard, incident trends, and root-cause follow-ups — what moved, why it moved, and what we're changing next. Thirty minutes, every month, no surprises.
Quarterly business review
A step back with your leadership: roadmap alignment against where Webex is heading, ROI reporting on the optimizations shipped, and priorities for the next quarter.
Continuous release management
Webex ships monthly — we track every release, assess the impact on your configuration, and plan feature adoption so new capabilities become wins instead of risks.
What lands on your desk every month
CX TOPS is documented work, not a retainer you hope you never use. Every month, in writing:
- KPI scorecard & trend analysis — how every metric moved against target, and why
- Optimization recommendations shipped — improvements deployed to production, not just proposed
- Configuration change log — every change documented, auditable, and reversible
- Release-impact briefing — what's in the next Webex release and what it means for your operation
- Training refreshers — keeping supervisors and agents current as capabilities evolve
- Telecom & license audit findings — unused capacity and spend you can reclaim
Support that shows up in the numbers
The best managed-services relationships don't stop at keeping the lights on. They compound: each month's optimizations build on the last, and the platform gets measurably better instead of quietly worse.
That's why our longest-running engagements look less like support contracts and more like ongoing engineering partnerships — a steady stream of automation projects, shipped and measured, year after year.
Read the case studiescustomer and agent experience, transformed together
Stillwater Insurance Group
Multiple automation projects delivered across an ongoing partnership — transforming how customers reach Stillwater and how agents serve them, with each project building on the one before it.
platform availability target under CX TOPS monitoring
CX TOPS targetoptimizations shipped monthly on Premium Support
Premium tierP1 response during hypercare, with a dedicated bridge
Hypercare SLAyears of contact center engineering behind every ticket
Since the ’90sMake your contact center better every month — not just at go-live
Tell us where your platform stands today. We’ll assess your environment, recommend the right CX TOPS tier, and show you what the first ninety days of proactive support look like.