Automations we’ve already built. Pick yours.
Every card in this library is a field-proven blueprint — designed, deployed, and measured in production contact centers — written the way we build it: Trigger → Action → Outcome. Filter by category, find the one that hurts, and we’ll wire it into your stack.
One format: trigger, action, outcome.
These aren’t concepts. Each blueprint below is running in a production contact center right now — on Webex Contact Center, Webex Connect, or UCCX. Filter to the category that costs you the most.
AI IVR / Voice Bot
Trigger — a caller asks a routine question: hours, a balance, an order status.
Action — conversational AI authenticates the caller and resolves it through your CRM, EMR, or payment integrations.
Agent Bot SMS
Trigger — a voice contact ends, or a call goes unanswered.
Action — a bot picks the conversation up in an SMS thread and keeps working the issue.
Callback / Virtual Hold
Trigger — queue wait exceeds the threshold you set.
Action — the caller keeps their place in line and hangs up; the system calls back when an agent is ready.
Email Queuing
Trigger — an email hits the shared inbox.
Action — it’s routed and SLA-timed exactly like a call, with skills, priority, and ownership applied.
CRM Screen Pop
Trigger — a call arrives.
Action — the customer’s record opens the instant the agent answers. No asking, no searching, no re-keying.
Integrated Outbound Dialing
Trigger — a campaign list loads or a business event fires.
Action — the integrated dialer works the list, transferring to a live agent the moment a real person answers.
Survey Application
Trigger — an interaction completes.
Action — a post-call or SMS survey goes out automatically and scores back to the interaction record.
Voicemail Queue
Trigger — a caller opts out of waiting.
Action — the voicemail becomes a routed, reportable work item with an owner and a clock.
AI Assistant
Trigger — an agent handles a live interaction.
Action — AI surfaces suggested responses, knowledge, and next-best steps in real time, then drafts the summary at hang-up.
SLA Routing
Trigger — a contact nears SLA breach.
Action — its priority escalates automatically until it lands with the right agent.
Workforce Optimization & QM
Trigger — every interaction, on every channel.
Action — recorded and scored against your quality rubric, so coaching runs on evidence instead of anecdotes.
Topic Analytics
Trigger — interactions pile up faster than anyone can review them.
Action — AI transcribes and classifies every conversation, surfacing call drivers, emerging issues, and automation candidates.
Custom Dashboards
Trigger — a supervisor needs status, now.
Action — one screen, built to your KPIs, shows the live operational picture: queues, staffing, and SLAs at a glance.
Look-Ahead Routing
Trigger — a contact enters the system.
Action — downstream queue states are evaluated before the route is committed, not after.
Pick System
Trigger — a call gets queued.
Action — the call becomes available for an agent to pick out of order, so urgent work never waits its turn.
Work-From-Home Agent
Trigger — a surge or a continuity event hits.
Action — remote agents onboard with the full toolset: routing, screen pop, and supervision intact.
Pick a card. We handle the rest.
Every blueprint follows the same engagement model we’ve refined over 25+ years of contact center engineering — mapped first, built second, measured always.
Discovery & Design
We map your current workflow in Lucidchart — every queue, prompt, and handoff documented — so the blueprint fits your operation, not the other way around.
Development & Programming
Dedicated engineers configure the workflow on your platform — Webex Contact Center, Webex Connect, or UCCX — and connect it to Salesforce, ServiceNow, Epic, or whatever you already run.
Implementation & Tuning
War-room go-live support at cutover, then KPI evaluation and continuous optimization — with CX TOPS managed services keeping it improving month over month.
Want one of these live in 30 days?
Library blueprints deploy in weeks, not quarters — the engineering thinking is already done. Tell us which card you picked, and we’ll scope it against your stack in a single call.