One partner for the entire customer experience stack
AI self-service, contact center engineering, integrations, analytics, workforce optimization, and day-two managed services — designed, built, and supported by CX specialists who have done this for 25+ years.
Nine practices. One accountable partner.
Every engagement starts with the pain point, not the product. Pick the challenge that sounds familiar — we’ve engineered our way out of it before.
AI Roadmap & Assessment
ChallengeNobody can say what the environment actually contains, so nobody can say where AI belongs first.
SolutionA fixed-fee, four-week review of your live environment against twenty inspection points, ending in a prioritized roadmap you keep.
AI & Automation
ChallengeHigh volumes of routine, repeat contacts overwhelm agents and inflate cost per interaction.
SolutionAI agents, conversational IVR, agent assist, and workflow automation that resolve routine contacts end to end.
Contact Center
ChallengeAging platforms and disconnected channels make every change slow, risky, and expensive.
SolutionWebex Contact Center design, migration, and engineering — omnichannel routing, queuing, callback, and self-service.
Integrations
ChallengeAgents re-key the same data between the contact center, CRM, and back-office systems on every interaction.
SolutionScreen pop, interaction history, and custom connections to Salesforce, MS Dynamics, ServiceNow, Epic/EMR, and payment systems.
Analytics & Dashboards
ChallengeLeaders can’t see handle time, CSAT, or deflection — so nobody knows what to fix first.
SolutionExecutive, supervisor, and agent dashboards plus reporting and forecasting built on the KPIs that matter.
Workforce Optimization & AI QM
ChallengeStaffing runs on gut feel and QA samples a sliver — while traditional WFO suites cost as much as the platform they optimize.
SolutionInterval forecasting, Erlang staffing models, licensing right-sizing, and AI quality management built on your Webex data.
Managed Services
ChallengeGo-live is day one. Without day-two ownership, platforms drift and KPIs quietly decay.
SolutionCX TOPS managed services — proactive support, governance, monthly deliverables, and continuous platform optimization.
Customer Experience & Process Consulting
ChallengeTechnology gets bought before workflows are understood — so new tools inherit old problems.
SolutionLucidchart-documented workflow mapping, telecom audits, and Crawl, Walk, Homerun roadmaps from 25+ year CX specialists.
Interoperability
ChallengeEvery platform upgrade threatens to throw away the integrations the business actually runs on.
SolutionSilvaware — twenty years of middleware from our own software subsidiary, carried across Cisco UCCX, Webex Contact Center, and Webex Connect.
A proven path from discovery to optimization
The same four-phase engagement model runs every project — documented, measurable, and built to hand you a platform that keeps improving after go-live.
Discovery & Design
We map and document your current workflows in Lucidchart before anything gets built — so the design serves the process, not the reverse.
Development & Programming
Dedicated engineers build, configure, and integrate against the documented design, with your team reviewing at every milestone.
Implementation
War-room go-live support with dedicated engineers on standby — cutover happens on schedule and issues get resolved in minutes, not days.
Evaluation & Analysis
Post-launch KPI review against your baseline — we measure what changed, tune what didn’t, and set the roadmap for what’s next.
The numbers behind the portfolio
call deflection by automating repeat callers requesting basic travel info
KAYAKagents migrated to Webex Contact Center across 150 locations
National retail chainyears of contact center engineering, from legacy UCCX to cloud-native Webex
Since the ’90sautomation blueprints, from AI IVR to look-ahead routing
AI Workflow LibraryBring us the challenge. We’ll bring the blueprint.
Start with a no-obligation assessment. We’ll map your workflows, benchmark your KPIs, and recommend the solution mix that pays back fastest.