CX Professional Services
Workflow Concepts works with Webex Partners & Customers to provide the most optimal CX solution possible. We provide bundles of the most commonly used features to help guide and simplify the path to CX success.
Cisco CX Top 20+ Features
View the top 20+ CX features that are requested by our customers, packaged and priced for simple integration.
Training
Our Video Training Series are designed to streamline and simplify training for CX Administrators, Supervisors, Agents and Reporting Specialists.
Reporting & Forecasting
“YOU CAN’T MANAGE WHAT YOU CAN’T MEASURE”. Our WFO specialists will simplify the process of forecasting & governance.
Webex CX Bundles
Our bundles include everything from discovery workshops, to the design of call flows, script development, testing, training and go live support.
Managed Service Program
Our Managed Service Programs are designed to improve your customer’s journey, increase your agent productivity and to provide a level of support that exceeds your expectations.
Telecom Audit
Our team of telecom analysts will help you save thousands and in unnecessary expenses, surcharges and taxes.
“The audit paid for our new system!”
Leaders in Engineering, Implementing & Supporting AI Powered CX Solutions
Specializing in Webex Contact Center & AI Technologies
Cisco UCCX-Webex Calling-Webex Contact Center-Webex Connect Solutions
OUR PROCESS
Success Guaranteed
Assess & Audit
- Define Contact Center Objectives
- Identify Contact Types & Dispositions
- Review Staffing Models & KPI’s
- Review Reports & Performance Dashboards.
As part of the assessment phase of your project, your dedicated team will review your current systems, workflow and KPI’s. We will also review additional opportunities to leverage advanced CX features for your customer journey and your agent performance.
This process will be the basis for the discovery workshops hosted in the next phase of your CX project.
Discovery & Design
A series of detailed, second by second customer workflow objectives. All details documented in Lucidchart.
During the discovery process we will design the callflows and workflows of every CX interaction and include AI where beneficial to your customer and your agents.
Development & Programming
Once the details of the design are complete, you will sign off on the CX workflow documents and our team of engineers will begin the development of your system.
Every project includes the required Subject Matter Expert to build and implement your solution. Business Analyst, Reporting Specialist, Scripting & Flow Designer, Software Developer and CX Fresh Eyes Testing resource.
Implement
Once a project has been designed, programmed, integrated and tested we move to the implementation phase of the project.
Your dedicated team of engineers will implement your system and support the “go live” event for the cutover. We take a war room approach and host an all day webex meeting where your entire team will participate in the cutover, ensuring success every step of the way.
Evaluate & Analyze
Once a system is cutover and live, the data gathering begins. We move into the evaluation phase of the project where your dedicated Business Analyst will review the performance and KPI’s of your CX solution.
Final tweaks and adjustments are made accordingly until you are completely satisfied with the results of your CX solution.
The CX project is complete and will be moved to the Workflow Concepts Support Team.
CX First-We are Customer Experience Specialists
Meeting our customer’s business goals by the latest technologies, we have a team of subject matter experts that have decades of experience creating customer experience solutions. Providing increased productivity through an improved, optimized experience by your preferred channel.
How we got here
David Chiarello began his journey in Contact Centers during the 90’s working in the competitive financial services space in Boston.
We have successfully built a team of highly skilled CX resources that are hyper focused on CX success.
What it Takes
Our Subject Matter Experts spend countless hours mastering their CX & AI skills.
It takes a team to be successful: Solution Architect, Business Analyst, Developers, Reporting Specialists, Forecasting and Support.
Where we are
Our CX Design and Solution Center is located on the beautiful waterfront of Portland, Maine.
Our Customer Briefing Center leverages all the latest collaboration technologies that allow fast and precision design and development efforts.
Success Stories
Many locations and growing contact center in need of better call routing and adding channels like website chat.
Webex Calling and Contact Center implementation and AI based chat bot with CRM integration for automated scheduling.
Improved customer journey, automation with chat bot and additional channels.
Customer journey improvements and need for self service.
Design and implement virtual agent integrated to CRM & payment systems for self service call deflection.
Conversational IVR handles phone calls for complete transactions reducing the amount of agent calls.
Customer service challenges for national utilities and no automation.
Design and Implement self service automation for cable box resets, bill pay, scheduling etc.
Successful self service handling a large percentage of calls, reduced talk time and less queue times.