Healthcare & EMR
Patient lookup, scheduling, and referral status read straight from the record system — the backbone of an EMR-integrated IVR that can actually move an appointment.
- Epic
- Cerner
- Allscripts
- Konica Minolta
Interoperability
Twenty years of middleware, in one engine
Interoperability isn’t a feature we bolted on — it’s the practice we grew up in. Silvaware, the middleware engine built by our own software subsidiary Webtecs, has been developed and enhanced for over twenty years. It started out integrating Cisco UCCX. It now drives Webex Contact Center and Webex Connect.
01 — Through the Years
Three platform generations. One codebase.
Most integration work gets thrown away every time the platform underneath it changes. Ours didn’t. That continuity is the whole argument for Silvaware — and the reason a migration doesn’t cost you the integrations you already depend on.
Then — Cisco UCCX
Screen pop on a server in the closet
Silvaware started where contact center integration started: pulling a caller’s record out of an on-premise line-of-business system and putting it on the agent’s screen before they said hello. Same problem, different decade.
Now — Webex Contact Center
The same connectors, in the cloud
When the platform moved to cloud, the connectors moved with it — re-plumbed onto APIs and webhooks rather than rewritten from nothing. Twenty years of edge cases came along for the ride.
Next — Webex Connect & AI
Context for bots, not just humans
Digital channels and AI agents need the same system context a human agent always needed. Silvaware now feeds it to both — so an AI agent can authenticate, look up, and transact against your core systems instead of guessing.
02 — The Engine
What Silvaware actually does
It sits between the contact center and everything else you run, and it does the unglamorous work: authenticate the caller, fetch the record, write the outcome back, and do it fast enough that nobody notices it happened.
The alternative is what most projects end up with — a handful of bespoke scripts written for one deployment, understood by one person, and rewritten from scratch at the next platform upgrade.
- Reads before the greeting — the caller is identified and their record retrieved while the call is still connecting, so context arrives with the interaction.
- Writes back on the way out — disposition, wrap-up data, and case updates post to the system of record automatically — no agent re-keying, no end-of-shift catch-up.
- Speaks to humans and bots equally — the same connector serves an agent desktop and an AI agent, so automation isn’t limited to whatever the bot can guess.
- Survives the platform upgrade — connector logic is decoupled from the contact center version underneath it — which is why UCCX-era integrations still run today.
- Fails visibly, not silently — timeouts and outages in your systems surface as handled conditions in the flow rather than a caller listening to nothing.
03 — The Connector Library
What we already speak to
These aren’t roadmap items. Each one is a class of system Silvaware has been pointed at in production — which means your integration usually starts from a connector, not a blank page.
Financial cores
Balance, transaction, and account-status reads against the core banking platform, with the authentication and audit controls a regulated caller journey has to carry.
- Jack Henry
- FIS
- Fiserv
- Correlation
CRM & ERP
Two-way sync so the interaction, its outcome, and its wrap-up data land in the system your business actually runs on — not in a contact center silo nobody reads.
- Salesforce
- Microsoft Dynamics
- NetSuite
- Zoho
Dealer management (DMS)
Service appointments, parts availability, and customer history from the DMS — so a dealership’s service line stops being a transfer desk.
- DMS integration
- Service scheduling
- Parts lookup
- Customer history
Ticketing & ITSM
Open, update, and close the ticket from inside the interaction, so the case history and the call history stop being two different stories about the same customer.
- ServiceNow
- Zendesk
- Support Force
- Freshdesk
Analytics platforms
Contact center data pushed into the BI tool your leadership already opens on Monday morning, joined to the business metrics it needs to sit beside.
- Power BI
- Tableau
Interaction services
Capabilities the middleware layer adds on top of whatever it connects to — the pieces that make an automated interaction feel handled rather than deflected.
- Voice biometrics
- Intelligent outbound dialing
- Automated call routing
- Third-party AI
Don’t see yours? Most of the list above started as somebody’s custom request. If it has an API, a database, or a file drop, it can be scoped — and we’ll tell you honestly which of those three you’re dealing with.
04 — Webtecs
Why a separate company builds it
Middleware is its own discipline, so in 2020 we made it its own company. Webtecs, based in Tampa, Florida, is our software subsidiary and does nothing but integration and interoperability.
Workflow Concepts designs, implements, and supports the contact center. Webtecs writes and maintains the code that connects it to everything else. You get one accountable partner and two teams that are genuinely specialists — rather than a generalist integrator learning your EMR on your budget.
How we scope an integration
20+
years of continuous Silvaware development
2020
Webtecs founded as a dedicated middleware company
3
Cisco platform generations carried forward — UCCX, Webex CC, Webex Connect
U.S.
based engineering — Portland, Maine and Tampa, Florida
Ready when you are
Tell us what you need to connect to
Name the systems. We’ll tell you which ones we already have a connector for, which ones need scoping, and roughly what each involves — before you commit to anything.