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 releases 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
Four managed-service agreements, from a right-sized monthly retainer to a fully outsourced technical operation — pick the option that fits where your contact center is right now, and change it as you grow.
WFC Base 4 MSA
- 4-hour SLA — 7/24/365
- Includes up to 4 hours per month — hours can roll
- Break / Fix, Move / Add / Change & consultation included
- Tier 1 engineer — ticket open within 1 hour
- Tier 2/3 engineer assigned within 4 hours
- Ticket work commences within 4 hours
WFC Premium MSA
- 4-hour SLA — 7/24/365
- Unlimited Break / Fix & Move / Add / Change
- Unlimited small projects
- Unlimited consultation
- Tier 1 engineer — ticket open within 1 hour
- Tier 2/3 engineer assigned within 4 hours
- Ticket work commences within 4 hours
WFC Hypercare MSA
- 15-minute SLA — 7/24/365
- Unlimited Break / Fix & Move / Add / Change
- Unlimited small projects
- Unlimited consultation
- Tier 1 engineer — ticket open within 15 minutes
- P1/P2 tickets — Tier 2/3 engineer assigned within 15 minutes of request
- Ticket work commences within 15 minutes
CX TOPS Program
- Includes everything in WFC Hypercare (Option 3)
- Outsource 100% of contact center technical operations & project items
- Project work for design, implementation & ongoing support of all technologies in the agreement
- Design & add-on of new technologies in the Webex Contact Center & AI architecture
- Examples: AI, Agent Assist, Webex Connect SMS, Virtual Agent & more
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 implemented, and priorities for the next quarter.
Continuous release management
Webex updates 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 executed — 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, implemented 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 targetSLA on Base and Premium MSAs — 7/24/365, ticket open within the hour
Base & Premium MSASLA on Hypercare — ticket open, engineer assigned, and work underway
Hypercare MSAyears 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.