#01
Designed around reality, not idealized demos or template architectures.
Contact Center Platforms
Cloud that fits the way you operate.
Cloud contact center designed around how your service operation actually runs, delivered by a team that's done it for decades.
Trusted by leading organizations.
Platforms, integrations, and workflows working as one
Cloud contact centers offer flexibility and speed to AI, but only deliver when the platform fits the operation. We design cloud environments that earn their place in how you run service.
#02
Migrated in phases, with live service protected from start to finish.
#03
Supported beyond go-live, as volumes, integrations, and expectations shift.
Built on platforms we know inside and out
We build cloud contact centers on Webex Contact Center and Agentforce Contact Center, the two platforms our customers most often choose for cloud delivery at enterprise scale. Which one fits best, or whether both make sense for different workflows, comes down to your existing estate, your CRM investment, and where you want agent experience to live.
#01
Webex Contact Center
Webex Contact Center brings deep digital channel coverage and AI built across the platform, sitting inside the wider Webex ecosystem alongside Webex Calling (UCaaS) and Webex Connect (CPaaS). Contact center, internal collaboration, and customer messaging run on one stack rather than three.
#02
Agentforce Contact Center
Agentforce Contact Center brings contact center capability directly inside Salesforce, with voice, digital channels, and AI agents operating alongside the CRM record. For organizations that need both worlds to coexist, we connect them into a coherent service layer rather than two parallel platforms.
#03
Hybrid Cloud Platforms
Hybrid Cloud Platforms keep more highly-regulated components on-premises while cloud handles everything else. If your cloud decision also involves keeping parts of the platform on-premises for compliance or control reasons, a hybrid cloud approach may be best.
Sequencing the move to cloud
The concern we hear most from CX leaders is what the transition looks like in practice, while volumes are high and tolerance for disruption is low. Answer: sequencing. Which parts of the current platform can move first and where parallel running is needed. How routing and reporting stay intact through the switch. When the legacy environment can be fully decommissioned, and on what signal.
For Bluebeam, that meant moving from a fragmented legacy setup into a Webex Contact Center environment designed around how their service team actually worked. Twelve months after go-live, agents were in a materially better position, customers were getting faster resolution, and the internal team had reclaimed significant time previously lost to platform friction.
✓ Agents working more efficiently
✓ A foundation for global scale
✓ Reclaimed time and resources
Improving performance after go-live
Cloud platforms give you the ability to change quickly. Whether that ability translates into better performance depends on who's paying attention to how the system is actually behaving. We stay involved with what comes after implementation: routing rules get monitored as volumes shift, tuning AI use cases, and refining agent desktop flows.
Wingo reached a live Webex Contact Center environment six months from project start. What matters more is what followed: ongoing refinement of routing logic, channel handling, and reporting as the service model matured and the business grew around it.
✓ Reduced average speed of answer by 10+ seconds
✓ Eliminated voice quality complaints
✓ Real-time supervisor oversight
✓ Live in six months
From the Insights Blog
Perspectives on cloud contact center the teams working inside complex CX environments today.
