News Summary:
- AI-powered enhancements across Webex Suite, Devices, and CX
deliver more personalized and inclusive experiences
- Cisco Collaboration Devices now have camera intelligence for an
all-new cinematic meetings experience
- Webex Calling hits over 10 million user milestone, nearly
doubling growth year over year
SAN
JOSE, Calif., March 28,
2023 /PRNewswire/ -- Cisco today unveiled new
purpose-built Webex artificial intelligence (AI)
capabilities that deliver unrivaled hybrid work experience as
the new normal continues to evolve. In a world where people demand
exceptional, personalized work experiences, organizations must meet
both employees and customers on their terms – while driving real
value.
"AI presents the next evolution of hybrid work, holding the key
to unlocking a materially enhanced hybrid work and customer
experience," said Jeetu Patel, EVP
and GM, Security and Collaboration, Cisco. "Cisco has decades of
experience in AI with its industry-leading natural language
understanding, and audio and video intelligence in Webex, which I'm
thrilled is extending into even more innovations across our
collaboration portfolio. As we double down on our AI investment,
we're empowering our customers to deliver exceptional hybrid work
and customer experience outcomes based on their datasets, while
relentlessly protecting their confidentiality and privacy."
To deliver remarkable experiences for hybrid workers and
customers, Webex's innovations span three categories built on the
Webex Platform, which has a track record of hundreds of AI and
machine learning features already embedded in Cisco products.
Reimagining Workspaces
As employees increasingly come back to the office, great hybrid
work experiences require innovative use of video intelligence to
ensure everyone is able to participate equally when they
collaborate. Building on advanced AI capabilities already available
in Cisco Collaboration devices today, Webex is expanding its
video-intelligence in its devices through conference room operating
system Cisco Room OS. Users will benefit from the ability to
automatically provide the most optimal views in any meeting, at any
moment, in any space with new capabilities that deliver:
- Cinematic meeting experiences: With cinematic meetings
on Cisco Collaboration devices, cameras follow individuals through
voice and facial recognition, automatically switching views to
capture the best angle of the active speaker. This benefits people
in the room with immaculate focus on the speaker, and hybrid
workers not in the meeting room will feel included even if they are
not physically in the room.
- Meeting zones: With this capability, IT admins can set
virtual boundaries for any collaboration space in the office,
turning it into a meeting zone. With meeting zones, people are
individually framed in a condensed view – leaving any blank space
out of the view. Only people that are inside defined boundaries are
included in the meeting. This is critical in busy open spaces and
in conference rooms with glass walls, to eliminate the distraction
of people outside the meeting.
Optimizing Collaboration
In today's hybrid world, organizations must provide employees with
flexibility in when, where, and how they work – which requires
technology that best optimizes collaboration. As a testament to
Webex Calling's ability to deliver the flexible hybrid work
technologies organizations need, it's reached a new milestone of
connecting over 10 million users, nearly doubling
year-over-year growth. To further optimize collaboration, Cisco is
introducing new AI capabilities in the Webex Suite, including:
- High-definition (HD) meetings that don't require HD
bandwidth: Webex's Super Resolution ensures crystal clear video
in Webex meetings, even with low-quality cameras or low bandwidth
conditions.
- Smart re-lighting: To ensure people look their best in
any environment, smart re-lighting automatically improves poor
lighting when it's too dim or bright. For example, when working
outside on a sunny day, the appearance of underexposed video is
adjusted so the person appears more clearly.
- Automatic "be right back" update: This capability
automatically puts up a BRB message, blurs the background and mutes
audio when a user steps away from a Webex meeting. For example, if
your doorbell rings and you leave a meeting to pick up a delivery.
The BRB message is automatically removed once the user
returns.
Maximizing Customer Experience
Customer
expectations are at an all-time high, and organizations have
billions of interactions with customers daily. It's become
impossible for agents and legacy systems to keep up with the
volume, velocity, and disparity of interactions and the
personalization required to address this. Cisco leverages its same
market-leading technology required for Hybrid Work to fuel its
Webex customer experience solutions.
Today, Cisco is unveiling its vision of the self-learning
contact center. Cisco is also introducing new AI capabilities for
its customer experience solutions, spanning Webex Contact
Center and its cloud communications platform, Webex Connect.
These new capabilities include:
- Actionable insights for improved CX: Topic
Analysis in Webex Contact Center surfaces key reasons customers
are calling into the contact center. It aggregates call transcript
data from the contact center and models trends succinctly for
business analysts, so they can proactively adapt to meet the needs
of customers. This capability is self-learning, constantly getting
smarter from customer interactions.
- Agent Answers as a real-time agent coach: With this
capability, learnings from both self-service and automated customer
interactions are fed back into the self-learning contact center to
increase human agents' effectiveness. Agent Answers listens and
acts as a real-time coach for the human agent, surfacing knowledge
base articles and helpful information the agent can instantly
provide the customer.
- Automated chat summaries for agents: AI-powered chat
summaries eliminate the need for agents to read lengthy digital
chat histories with customers to determine issues and resolutions
already explored. Agents will benefit from a faster, automated way
to consume long-form text from customer chats and provide key
takeaways in a quickly digestible format.
- Automated code for rapid customization of customer
journeys: Today, Webex's low-code flow builder capability in
Webex Connect already helps businesses orchestrate and automate
end-to-end customer journeys. Now, users will be able to simply
describe the function they want to perform, such as "validate an
email address," and AI will generate and return the appropriate
code instantly. This makes it easier to create and iterate customer
journeys quickly.
New Webex AI capabilities are expected to roll out over the
course of 2023. For more information, please visit
www.webex.com.
About Cisco
Cisco (NASDAQ: CSCO) is the worldwide
leader in technology that powers the Internet. Cisco inspires new
possibilities by reimagining your applications, securing your data,
transforming your infrastructure, and empowering your teams for a
global and inclusive future. Discover more on The
Newsroom and follow us on Twitter
at @Cisco.
Cisco and the Cisco logo are trademarks or registered trademarks
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listing of Cisco's trademarks can be found
at www.cisco.com/go/trademarks. Third-party trademarks
mentioned are the property of their respective owners. The use of
the word partner does not imply a partnership relationship between
Cisco and any other company.
Webex by Cisco
Webex is a leading provider of
cloud-based collaboration solutions which includes video meetings,
calling, messaging, events, polling, asynchronous video and
customer experience solutions like contact center and purpose-built
collaboration devices. Webex's focus on delivering inclusive
collaboration experiences fuels our innovation, which leverages AI
and Machine Learning, to remove the barriers of geography,
language, personality and familiarity with technology. Its
solutions are underpinned with security and privacy by design.
Webex works with the world's leading business and productivity apps
– delivered through a single application and interface. Learn more
at webex.com.
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SOURCE Cisco Systems, Inc.