Cisco unveils new Webex AI solutions that
predict and automate customer and employee experiences
News summary:
- Furthering Cisco's agentic AI journey, Cisco expands its
Collaboration portfolio to include the general availability of
Webex AI Agent to improve customer experiences.
- With new Cisco AI Assistant for Webex Contact Center
updates and Webex AI Agent availability, Cisco is transforming
contact centers into customer experience centers.
- New solutions for end users and IT teams include Webex
Calling Customer Assist, new features within Webex Control Hub, and
new workflow automation solutions for the Cisco AI Assistant for
Webex.
ORLANDO,
Fla., March 17, 2025 /PRNewswire/ -- At
Enterprise Connect, Cisco (NASDAQ: CSCO) will unveil its
vision for agentic AI collaboration, along with new AI-powered
collaboration solutions designed to create futureproofed
experiences for customers, employees and IT teams. Cisco is driving
toward a future where AI anticipates customer and employee needs,
addresses challenges, fulfils intent and further enhances
productivity for all. New agentic AI innovations include the
general availability of the Webex AI Agent for enhanced
customer experience. Additional solutions announced across
Collaboration Devices and the Webex Suite include new workflows in
AI Assistant for Webex Suite to streamline employee experiences,
Webex Calling Customer Assist, and AirPlay on Cisco Devices for
Microsoft Teams Rooms.
"Enterprises are starting to realize the potential of agentic
AI. It is reinventing what it means for people and technology to
work together across the physical and digital worlds," said
Jeetu Patel, Executive Vice
President and Chief Product Officer, Cisco. "Our customers love how
Webex AI is built seamlessly into the way you work. Working
alongside employees increasing efficiency, improving employee
sentiment and enhancing overall customer experiences."
Creating Customer Experience Centers with
AI
Traditional contact centers, primarily reactive in
addressing customer inquiries, are evolving into experience centers
where every interaction is an opportunity to provide exceptional
interactions with customers. Webex is making this possible with the
Webex Customer Experience portfolio with tools like AI Agent and AI
Assistant for Contact Center that seamlessly answer customers'
questions and integrate with back-office systems for automated
intent fulfillment. New AI solutions include:
- Webex AI Agent: With general availability planned
for March 31, 2025, the Webex AI
Agent is a 24/7, self-service solution with natural,
human-like interactions. It works alongside human agents to answer
routine and high-volume customer questions and executes actions to
fulfil customer requests, while eliminating the need for queues or
wait times. It integrates out of the box with Webex Contact Center
and combines natural sounding conversational intelligence with
real-time automation for customers to resolve issues and queries as
if they were speaking or messaging with a human.
- Cisco AI Assistant for Webex Contact Center: To
improve agent and customer service experiences, the generally
available Cisco AI Assistant for Webex Contact Center has new
features planned for Q2 2025, including suggested responses and
real-time transcription for agents. These will join previously
available features including context transfer summaries, dropped
call summaries, Agent Wellbeing, topic analytics and automatic
customer satisfaction scores (Auto CSAT).
Delivering AI-Powered Employee Experiences for End Users and
IT
In today's digital era, employees expect intelligent and
efficient collaboration experiences. AI-powered solutions deliver
seamless collaboration and bolster productivity for every employee,
from the end users who depend on our products daily to the IT
professionals who ensure smooth operations. Employees can use some
of these tools as they become available later this year to increase
their productivity with workflow automation that streamlines
routine tasks, easily customize and manage AI capabilities and
insights, and more, including:
- Workflow Automation in Cisco AI Assistant
for Webex: This capability in the Cisco AI Assistant for
Webex Suite intends to streamline processes and save time by
working across enterprise apps like Salesforce, ServiceNow,
and Jira. This enables users to more efficiently complete
tasks and automatically share meeting summaries across enterprise
apps.
- AI Capabilities in Webex Control Hub: The platform
will allow IT admins to easily access, search and manage all AI
ecosystems in one place, and to customize them to match their
organization's needs. They will also be able to view analytics on
AI usage, trends, and employee adoption metrics within Webex
Control Hub.
Any employee can be empowered to assist customers with this
Webex Calling solution:
- Webex Calling Customer Assist: This reimagined calling
solution aims to empower any employee to assist customers with an
AI-powered, modern experience in the Webex app on their desktop or
mobile phone. With Customer Assist, local and regional branches
including retail stores, bank branches, pharmacies and healthcare
clinics can quickly provide great customer experiences, resolve
issues and build strong relationships. With the addition of new
features available later this year, it intends to provide efficient
call routing, AI assistance for agents and supervisors and powerful
analytics—all in an easy-to-deploy, cost-effective Webex Calling
offering.
The Webex ecosystem delivers a seamless integration of AI-driven
innovations and collaboration tools, enhancing user experiences
with secure, flexible, and rich interactions across workspaces:
- Apple AirPlay on Cisco Devices is now
available for Microsoft Teams Rooms, enabling instant wireless
content sharing from iPhone, iPad or Mac to Cisco Devices.
- Now generally available, Cisco Spatial Meetings
allows users to turn any space equipped with a Cisco Room Bar Pro
into an immersive studio with Webex for Apple Vision Pro.
- With connectors across many enterprise apps such
as Outlook, Salesforce, and ServiceNow—made
possible with Glean—users can enhance discussions, search
Webex, and speed up decision-making with knowledge graphs and
connectors.
- Native Epic integration for Webex Contact Center,
expected to be in beta this month, will enable contact center
agents to access patient information more easily as they manage
interactions within the popular electronic health record (EHR)
software.
To see Cisco's innovations in action, join the Enterprise
Connect keynote on Tuesday, March 18
from 11:30am - 12:00pm EST and visit
Cisco at Booth #1607.
About Cisco
Cisco (NASDAQ: CSCO) is the worldwide technology leader that is
revolutionizing the way organizations connect and protect in the AI
era. For more than 40 years, Cisco has securely connected the
world. With its industry leading AI-powered solutions and services,
Cisco enables its customers, partners and communities to unlock
innovation, enhance productivity and strengthen digital resilience.
With purpose at its core, Cisco remains committed to creating a
more connected and inclusive future for all. Discover more
on The Newsroom and follow us on X at @Cisco.
Cisco and the Cisco logo are trademarks or registered trademarks
of Cisco and/or its affiliates in the U.S. and other countries. A
listing of Cisco's trademarks can be found at
http://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.
About Webex
Webex is a leading provider of cloud-based collaboration
solutions which includes video meetings, calling, messaging,
events, customer experience solutions like contact center and
purpose-built collaboration devices. At Webex, we start with people
and their experiences first. This 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. Our
solutions are underpinned with security and privacy by design. We
work 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.
