One partner for the entire customer experience stack
AI self-service, contact center engineering, integrations, analytics, and day-two managed services — designed, built, and supported by CX specialists who have done this for 25+ years.
Six practices. One accountable partner.
Every engagement starts with the pain point, not the product. Pick the challenge that sounds familiar — we’ve engineered our way out of it before.
AI & Automation
ChallengeHigh volumes of routine, repeat contacts overwhelm agents and inflate cost per interaction.
SolutionAI agents, conversational IVR, agent assist, and workflow automation that resolve routine contacts end to end.
Contact Center
ChallengeAging platforms and disconnected channels make every change slow, risky, and expensive.
SolutionWebex Contact Center design, migration, and engineering — omnichannel routing, queuing, callback, and self-service.
Integrations
ChallengeAgents re-key the same data between the contact center, CRM, and back-office systems on every interaction.
SolutionScreen pop, interaction history, and custom connections to Salesforce, MS Dynamics, ServiceNow, Epic/EMR, and payment systems.
Analytics & Dashboards
ChallengeLeaders can’t see handle time, CSAT, or deflection — so nobody knows what to fix first.
SolutionExecutive, supervisor, and agent dashboards plus reporting and forecasting built on the KPIs that matter.
Managed Services
ChallengeGo-live is day one. Without day-two ownership, platforms drift and KPIs quietly decay.
SolutionCX TOPS managed services — proactive support, governance, monthly deliverables, and continuous platform optimization.
Customer Experience & Process Consulting
ChallengeTechnology gets bought before workflows are understood — so new tools inherit old problems.
SolutionLucidchart-documented workflow mapping, telecom audits, and crawl-walk-run roadmaps from 25+ year CX specialists.
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, and it now drives Webex Contact Center and Webex Connect.
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.
The same connectors, in the cloud
When the platform moved to cloud, the connectors moved with it. Twenty years of integration logic didn’t get rewritten from scratch — it got carried forward, which is why a migration doesn’t cost you the integrations you already depend on.
Context for bots, not just humans
Digital channels and AI agents need the same system context an 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.
What we already speak to
These aren’t roadmap items. Each one is a system Silvaware has been pointed at in production — which means your integration usually starts from a connector, not a blank page.
Healthcare & EMR
Patient lookup, scheduling, and referral status pulled straight from the record system — the backbone of an EMR-integrated IVR.
- Epic
- Cerner
- Allscripts
- Konica Minolta
Financial cores
Balance, transaction, and account-status reads against the core banking platform, with the controls a regulated caller journey needs.
- 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.
- Salesforce
- Microsoft Dynamics
- NetSuite
- Zoho
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.
- ServiceNow
- Zendesk
- Support Force
- Freshdesk
Analytics platforms
Contact center data pushed into the BI tool your leadership already opens every Monday, instead of a reporting silo nobody visits.
- 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
Why a separate company builds it
Middleware is its own discipline, so in 2020 we spun it into one: 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. One accountable partner, two teams that are actually specialists.
See how we scope an integrationA proven path from discovery to optimization
The same four-phase engagement model runs every project — documented, measurable, and built to hand you a platform that keeps improving after go-live.
Discovery & Design
We map and document your current workflows in Lucidchart before anything gets built — so the design serves the process, not the reverse.
Development & Programming
Dedicated engineers build, configure, and integrate against the documented design, with your team reviewing at every milestone.
Implementation
War-room go-live support with dedicated engineers on standby — cutover happens on schedule and issues get resolved in minutes, not days.
Evaluation & Analysis
Post-launch KPI review against your baseline — we measure what changed, tune what didn’t, and set the roadmap for what’s next.
The numbers behind the portfolio
call deflection by automating repeat callers requesting basic travel info
KAYAKagents migrated to Webex Contact Center across 150 locations
National retail chainyears of contact center engineering, from legacy UCCX to cloud-native Webex
Since the ’90sproven automation blueprints, from AI IVR to look-ahead routing
AI Workflow LibraryBring us the challenge. We’ll bring the blueprint.
Start with a no-obligation assessment. We’ll map your workflows, benchmark your KPIs, and recommend the solution mix that pays back fastest.