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.
Cloud-based contact center
Webex Contact Center Migration
Greater contact center functionality and customer journey enhancements
Need to improve caller experience and improve the amount of oubound calls.
WFC Custom Dialer, and Virtual Agent solution with an integration to MS Exchange for self service basesd scheduling.
Automate a large amount of contacts, increased outbound dial capacity and automated scheduling with an Exchange integration.
Merging banks needed to consolidated their contact center queues
UCCX Redesign Project, introduced intelligent branch routing and screenpop to core banking application.
Reduced talk time, better reporting and screenpop providing better experience for callers.
Cloud-based contact center for a support division of the US Air Force, needs to improve airmen experience and simplified access.
Design a customer solution with Webex Contact Center and integrate to DUO and Service Now to introduce self service for authentication and opening tickets.
Secure ticketing system and increased contact center functionality and self service.
Patient customer service challenges with confirming appointments and rescheduling.
WFC Custom IVR Solution integrated to backend EMR scheduling software.
Vastly improved self-service options and increased patient satisfaction with automation.
Webex CX Architecture
Webex Contact Center Feature Demo
Contact Center Admin Portal
Agent Recording & Monitoring
Top 20+ Contact Center Features
Advanced contact center features will make a tremendous difference in your customer’s journey. Our Top 20+ list provides an overview of the top features and customizations that have the biggest impact to your CX strategies.
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!”
Top 20+ Features
THINGS TO CONSIDER
| Licensing | Omni | CRM | AI-IVR | Queuing | Digital | Sup/Agent | Sup/Agent |
|---|---|---|---|---|---|---|---|
| Telco/PSTN | Voice | DataDips | Automate Repetition | Expected Wait Time | SMS Standalone | Dashboards | Channel Workflows |
| Calling | ASR/TTS | Self Service | Open Cases | Place In Q | SMS Escalate to Call | Silent Monitoring/Recording | Agent SMS/Chat |
| Basic ACD | AI Agent | Merchant Services | Close Cases | Priority Routing | Database Integration | Agent Recording | Wrap Up Codes |
| CX Essentials | Middleware Integration | 7×24 Support | Lookahead Routing | Automated Workflows | State Control | Not Ready Codes | |
| WxCC Std/Prem | SMS/Text | Data Hygiene | Auto FAQ | Callback | Work In Progess updates | Supervisor/Agent Chat | Post Call Survey |
| Queue Count | Click to Call | Sequencing | Pay by Phone | Scheduled Callback | Appt Reminders | Alerting | Call Recordings |
| Team Count | Outbound Dialing | Interaction History | Account Transfers | Abandon Callback | SMS while in Queue | Skill Level Routing | Agent Evaluations |
| Locations | Integrated Dialing | Dynamic Prompting | Automated Follow Up | Routing Preference | CRM Sequencing Integration | CRM Screenpop | Scrolling Marquee |
| Proof of Value | Website Chat | AI Generated Summaries | Escalation to Video | Agentless Routing | Digital AI | Automated Workflows | Work from Home |
| Pilot | Workflow Automation | AI Automatic Follow Up | Expedited Transactions | Cherry Pick Calls | 7×24 Automation | Integrated Workflows | MANY MORE! |