Your contact center technical operation. Run by people who build these platforms for a living.
CX TOPS is the top of the managed-services ladder — not a bigger support bucket, but an entire contact center engineering practice operating as an extension of your team. Architects, developers, AI specialists, engineers, analysts, and support, under one monthly agreement, with a 15-minute SLA behind all of it.
Not a support contract. A technical operation.
The first three MSA tiers answer a question about response time: when something breaks, how fast does someone pick it up? CX TOPS answers a different question entirely — who owns the technology?
Under CX TOPS, we do. You outsource contact center technical operations to Workflow Concepts and we act as an extension of your team for everything CX and AI related: consulting, design, implementation, project delivery, day-two support, reporting, and forward road mapping. One agreement, one fixed monthly investment, one team accountable for the platform.
The practical difference: most organizations building this capability in-house hire for it one role at a time — and discover that a contact center architect, an AI developer, and a Webex flow specialist are three different people. CX TOPS gives you the whole bench, already assembled, already specialized, already working on environments like yours every day.
A living platform needs a standing team.
Webex releases new capability monthly. Your business changes quarterly. Neither of those waits for a statement of work to be signed. CX TOPS exists so improvement is continuous instead of episodic.
Who you’re actually getting
Every CX TOPS agreement draws on the same nine-discipline bench. Not a named individual with a backup — a practice.
Solution Architects
The visionary role that drives every enhancement. They research and master emerging platform capability, then design the best available solution for your environment rather than the most familiar one.
Business Analysts
Contact center engineering translated from the operational side. They map how your work actually flows — queues, teams, escalation, exceptions — before anyone touches a flow.
Network Engineers
Routers, gateways, session border controllers, PSTN and dial plan, plus the integration plumbing that connects the contact center to everything around it.
Contact Center Developers
Deep, hands-on experience with Webex Contact Center Flow Builder, Webex Connect, and Control Hub. This is the day-to-day build capability most operations are missing entirely.
AI Specialists
Building advanced, autonomous AI solutions every day — voice and digital agents, agent assist, and the orchestration behind them.
Software Developers
Custom code for interoperability and support: APIs, middleware, connectors, widgets, and the integrations no platform offers out of the box.
Reporting & Forecasting Specialists
Performance updates, staffing and volume models, and results tracking — so success is measured, reported, and defensible rather than assumed.
Support Specialists
Engineers who know both your business and your build. That combination is why there is no ramp-up call before the work starts.
Program & Roadmap Ownership
Vision and future planning, including annual road mapping — the standing conversation about where the platform goes next, held on a schedule instead of when something breaks.
What’s covered, and how new work gets in
Fair question, and the one prospects ask most: if the fee is fixed, what stops the scope from being argued about every month?
Everything in Hypercare, included
CX TOPS starts with the full WFC Hypercare MSA — 15-minute SLA, 7/24/365, unlimited break/fix, unlimited move/add/change, unlimited consultation — and builds on top of it.
Project work, included
Design, implementation, and ongoing support for the technologies named in your agreement. Not quoted per project. This is the part that makes CX TOPS a program rather than a retainer.
New technology, designed in
Adding capability to your Webex Contact Center and AI architecture is expected, not exceptional — AI agents, agent assist, Webex Connect SMS, virtual agent, analytics, and more.
AI consumption, carved out
AI voice and digital capability runs on WFC-hosted, turnkey infrastructure and is billed on actual usage, deliberately separated from the program fee to keep both predictable.
Guardrails, set with you
The technologies under agreement and the working priorities are defined at onboarding, in your direction, and revisited at the quarterly review. Day-to-day change requests are prioritized through the monthly cadence rather than re-quoted one at a time. A genuinely new platform entering the estate is a scope conversation held in advance — never a surprise line on an invoice.
The commitments behind the program
| Measure | CX TOPS |
|---|---|
| Contractual SLA | 15 minutes — 7/24/365 |
| Ticket open | Within 15 minutes |
| Tier 2/3 engineer assigned (P1/P2) | Within 15 minutes of request |
| Ticket work commences | Within 15 minutes |
| Platform availability target | 99.99% |
The 15-minute SLA is the contract. What it produces in practice comes from the team above: the engineer who answers already knows your environment, so there is no ramp-up call before the work starts.
How the program is priced
Fixed, not estimated
CX TOPS pricing is fixed and built from years of delivery data across comparable environments and solutions. Your industry may be unique; contact center function is far more consistent across verticals than most operations expect, and that history is what lets us commit to a number.
What sets the number
The monthly investment reflects the Hypercare SLA, the projected volume of support, consultation, break/fix, and move/add/change activity, and the reporting and review cadence — scoped against your architecture.
Monthly, or prepaid
We prefer a monthly model; it keeps the relationship reviewable. For organizations that would rather commit up front, a prepaid three-year term is available at a discount.
Nothing earlier is wasted
Where an engagement begins with an assessment or a block of hours, unused hours credit toward the CX TOPS program when you move into it.
Three ways this usually starts
From an assessment
Most programs begin with a paid assessment of the current environment — findings, prioritized opportunities, and a roadmap you own regardless of what you do next. See the AI Roadmap & Assessment.
From a fixed-scope project
A redesign or migration delivered under a defined statement of work, with CX TOPS picking up day-two ownership at go-live. Go-live is day one; this is what day two looks like.
Directly
Platforms already live and already drifting don’t need a project first. They need an owner.
Before you ask
CX TOPS is Workflow Concepts’ full technical operations and support program for Webex Contact Center and AI environments — the top of the managed-services ladder.
Pricing is fixed rather than negotiated, and built from years of delivery data across similar environments. What flexes is the commercial structure: monthly is our preferred model, and a prepaid three-year term is available at a discount.
Keep requesting. Break/fix, move/add/change, consultation, and project work for the technologies in your agreement are included, and requests are prioritized through the monthly cadence. The technologies under agreement are defined at onboarding, so anything genuinely new to the estate is discussed in advance.
Hypercare is the response commitment: 15 minutes, unlimited break/fix, unlimited move/add/change, unlimited small projects. CX TOPS includes all of it and adds ownership — full project delivery, new technology design, reporting, forecasting, and roadmap.
Yes, as design and delivery capability. AI runtime consumption is billed separately on actual usage so the program fee stays predictable.
Unused hours from an assessment or block-of-hours engagement credit toward the program.
Tell us what you’re running. We’ll tell you what it takes to run it well.
We’ll assess your environment, scope the program against your actual architecture, and show you the first ninety days in writing.