Real deployments. Measured results.
No composite scenarios, no hypothetical ROI. Eleven 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, financial services, utilities, retail & travel, and manufacturing & B2B
Cross-industry practiceEleven engagements. Five 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.
ambulatory & outpatient visits a year behind the scheduling call volume
University of Chicago Medicine
UChicago Medicine handles more than one million ambulatory and outpatient visits annually — scheduling demand spread across phone lines, central access centers, and MyChart. We implemented an appointment confirmation and cancellation system integrated directly with EMR scheduling, so patients complete the most routine scheduling calls through self-service — any hour, no hold.
Visit volume: UChicago Medicine, facts at a glance
secure ticketing integration with DUO single sign-on
US Air Force — Kessel Run
The Air Force's software organization needed cloud contact center capability that met strict security requirements. We integrated Webex Contact Center directly with ServiceNow for secure ticketing — with DUO SSO authentication throughout.
call containment with 24/7 self-service
Cable Bahamas
Cable box resets, bill payments, and appointment scheduling were consuming agent hours around the clock. Self-service automation now contains 50% of calls — handled any hour of the day, cutting both talk time and queue times.
integrated outbound dialer with virtual agent
Large National Mortgage Company
Outbound reach was capped by manual dialing. We engineered an integrated outbound 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.
custom SMS & MMS application, built end to end
Stillwater Insurance Group
Policyholder communication was locked to voice and mail. We wrote a full custom SMS and MMS application for Stillwater — text and multimedia messaging engineered into the operation, transforming how the company reaches its policyholders.
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.
text-to-order with Microsoft Dynamics integration
Riverhead Building Supply
Riverhead Building Supply serves professional contractors who order materials from the job site. We engineered custom SMS & MMS ordering on WFC OmniXpress, integrated with Microsoft Dynamics — customers photograph a handwritten materials list and text it in, and the order reaches the sales team already tied to their account.
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