Notification Bar

The 2018 Forrester Wave™ Analysis of Cloud Contact Center Solutions is Here Read the Report

Advanced Flow Designer

Leverage an intuitive drag-and-drop interface to create sophisticated interaction flows without complex programming. 

Quickly develop interaction flows using re-usable templates provided by CxEngage or create flow templates unique to your business for copy & paste-like functionality. CxEngage’s flow designer allows for full control over both the customer and agent experience.

An demo of a contact flow being built in CxEngage

How it Works

Flow Designer provides all you need to build customer and agent experiences, in a simple-drag and-drop editor. The workspace features an intuitive palette of flow components and a large canvas for building your flows. Just drag components onto the canvas, configure the attributes via simple dropdown selectors, and connect the components with pathways.

The CxEngage flow designer user interface

Flow Components

Flow Control

Flow Control elements are used to start, stop, and route flows and to process any decisions that are required during the interaction.

Interaction Control

Interaction Controls are used to take specific actions to move the interaction forward, whether checking business hours or adding the customer to a queue.


Media prompts provide an audio message to callers, present them with a request or option – as with an IVR menu – or play in-queue and on-hold music.

Resource Control

Resource Control elements let you define actions and check and set states for agents and other human and technical resources available to your contact center.

Data Exchange

Date Exchange elements are actions related to integrations. These include native integrations like Salesforce and Zendesk as well as custom integrations.


Reusable Flows define a repeatable customer or agent/resource experience as a single object to be used within other flows.

As you move components onto the canvas, cues will help you build a valid flow. Components highlighted in red need further configuration. Red Connectors indicate a disconnected pathway. 

Technical and Financial Roadblocks to Contact Center Optimization? 

Imagine this scenario:

Your company expands to new global regions. You must deploy new contact center resources to support them.

You pore over business requirements, articles on best practices, and customer surveys. You discuss with colleagues in meeting after meeting. You outline the interaction flows and the operational changes to support them.

You bring in IT and development to explain the proposed process and request the necessary infrastructure.

The developer interjects. 

We can't do it, he says. We don’t have the people needed to achieve it in our execution window. Unless we bring in contract developers. 

You ask for a cost estimate. It’s more than the contact center has. So, you bring in finance. 

You present your research and findings. Again. You describe how the proposal will create the best customer experience with the lowest long-term operational cost. 

Finance discusses the proposal with IT and development. Without you in the room. The decision comes back.

It's a no go. 

You’ll have to scale back your plan, compromising the customer experience and adding greater workload for service and support teams. 

This doesn’t have to be your story. 

Remove the roadblocks with CxEngage.

Now imagine complete control to deploy new contact center infrastructure, resources, and processes, without deep dependencies on IT

Let’s say you need an out-of-the-box solution that requires no development resources. Flow designer has 100+ default components with infinite configurations. 

Maybe you still want the ability to deploy custom tools and features. CxEngage’s API lets you build your own components for custom integrations with ease. You can integrate the tools to achieve any goal.

And by developing components instead of the entire tool set, you’re saving time and money. You can still operate the way you want, without wasting budget reinventing the wheel. Leaving more money on the table to allocate as you please.

Now, contact center leaders find opportunities to improve processes, and they can act. The need for technical team assistance is drastically reduced or even eliminated. 

The contact center can focus on outcomes, with minimal roadblocks. You can experiment, iterate, and improve without wasted resources. 

No regrets, just constant improvement. 

So, your goals become more ambitious. Customer satisfaction? Achieved. It’s time to delight.  

Leadership sees more value in increasing customer experience investment. 

And the contact center stands out more than ever as a value-driving business unit in your organization.

Flow Builder Makes It Easy To Build Delightful Experiences

Unified Builder

Transcend Organizational Boundaries

Create unified flows across different tenants, sub-tenants, and business units with ease. The seamless customer experiences you’ll create will delight customers, save money, and increase contact center ROI.

Collaboration Tools

Create Better Experience Iterations

Easily work with team members on the same flow or print or export a flow design for offline review. You’ll ensure the resulting interaction design meets all requirements and exceeds expectations on day one. 

Interaction without Boundaries

Create Complex Post-Call Action Logic

Flows don’t have to end when all parties hang up. You can perform post-call actions, such as data exchanges to a back-office system to post the result of an interaction or to perform fulfillment tasks.

Omnichannel Flow Actions

Utilize Complementary Channels in Flows

Interaction flows can initiate and utilize actions from multiple channels. For instance, a voice flow could automatically send an SMS or email message to a customer at the end of each call.