One number to call when Cisco is involved
When something breaks on a Cisco contact center platform, the worst outcome is a customer stuck deciding who to call. As your Cisco partner we take that decision away: report it to us, and we own it from triage through resolution — including the escalation into Cisco when it belongs there.
Three stages, one owner
You never have to work out whether something is a configuration problem or a platform defect. That triage is our job, and it happens before anyone asks you to open a second ticket.
You report it to us
One channel, whatever the layer. We reproduce the issue, check recent changes, and establish whether it sits in configuration, integration, or the platform itself — usually in the first conversation.
We fix it, or we take it to Cisco
Anything in flows, routing, integrations, or reporting we fix directly. If it’s a genuine platform defect we open the Cisco TAC case ourselves, with the diagnostics already attached.
You hear the outcome from us
We stay on the case through to resolution and report back in plain language — what happened, what changed, and what we’re doing so it doesn’t recur.
The dividing line, stated plainly
Knowing where the boundary sits is what stops a Tuesday-morning outage turning into a debate about ownership. Here’s how it actually splits.
Workflow Concepts handles
- Call flows and routing — anything built in flow designer, routing strategies, queues, skills, and business hours.
- Integrations — the connectors between your contact center and your CRM, EMR, ERP, or financial core.
- Reporting and dashboards — custom reports, KPI definitions, and the BI feeds built on top of them.
- Configuration changes — new queues, agents, teams, prompts, and seasonal routing adjustments.
- Enablement — training for new hires and refreshers when the platform changes underneath them.
Cisco TAC handles
- Platform defects — behavior that contradicts the product documentation — we raise and drive these for you.
- Service availability — regional or tenant-level outages of the Webex cloud itself.
- Licensing and entitlement — subscription changes, license counts, and entitlement questions.
- Product roadmap — feature requests and enhancement filings, which we submit on your behalf.
You can always open a TAC case directly. Most customers find it faster to route it through us, because we attach the diagnostics Cisco asks for in the first reply.
We’ve been doing Cisco contact centers since before they were cloud
Workflow Concepts has been designing, implementing, and supporting Cisco contact center technology for over 25 years — from UCCX on a server in the closet through to Webex Contact Center and Webex Connect today. That continuity matters when your platform is mid-migration and something misbehaves.
More about the teamThree ways in
Response commitments depend on the managed services agreement in place. If you’re on a CX TOPS agreement, use the channel in your runbook — it routes straight to your named engineer.
Best for non-urgent changes, questions, and anything with screenshots.
info@workflowconcepts.comSupport request form
Tell us the platform, the impact, and when it started — it reaches the on-call engineer.
Open a requestSupport that owns the outcome
Day-two support runs under a CX TOPS managed services agreement — proactive monitoring, monthly governance, and a named engineer who knows your build.