Cisco Unveils Advanced AI-Powered Webex Contact Center Solutions and Industry Integrations

News Summary

  • New Webex AI Quality Management uniquely empowers supervisors with actionable insights and real-time coaching with visibility across both AI and human agents.
  • Webex AI Agent and Cisco AI Assistant for Webex Contact Center deployments help organizations drive faster resolutions, higher productivity and improved service quality globally.
  • Expanded integrations with Salesforce, Amazon Web Services (AWS) and Epic unify data and workflows for seamless customer journeys.

- Cisco (NASDAQ: CSCO) today announced enhancements to the Webex Customer Experience portfolio, including a new AI-powered tool for supervisors launching in early 2026 to unify quality management across the contact center. Cisco also unveiled AI customer momentum, deep industry integrations for seamless and secure experiences, and planned Webex ecosystem expansions in India and the Kingdom of Saudi Arabia .

As demand for AI grows, organizations face challenges from legacy systems and fragmented workflows. With Cisco's cloud architecture and advanced AI, businesses can transform contact centers into streamlined, AI-powered platforms that enhance customer interactions. The new and modern Momentum design system in Webex Contact Center, available now, empowers agents and supervisors with efficiency and focus to deliver the best experiences for their customers.

"The reality is simple: you win or lose customers every day based on the experiences you deliver," said Jeetu Patel , President and Chief Product Officer, Cisco. "AI is how you deliver those experiences at scale, and Webex Contact Center brings together AI and human agents to make it easier than ever to deliver consistent quality with speed."

AI Insights for Supervisors

Cisco is redefining contact center quality management by unifying coaching and improvement for both AI agents and human agents. The new Webex AI Quality Management (QM) lets supervisors view, assess, and coach their entire workforce through a single, integrated platform. Unlike traditional siloed solutions, Cisco offers a unified view to help leaders quickly identify successes, help de-risk AI adoption, and drive continuous improvement. Supervisors benefit from AI-assisted scoring, real-time insights, personalized coaching for human agents, as well as actionable recommendations and performance optimization for AI agents—all natively in Webex Contact Center. By focusing beyond compliance metrics, Cisco is setting a new standard for customer experience and brand reputation. Webex AI QM is planned to be generally available in Q1 2026.

AI Deployment: Delivering Real-World Results

Webex is helping organizations scale the capacity of their human agents to provide improved, faster and more personalized service to customers with the deployment of Webex AI Agent and the Cisco AI Assistant for Webex Contact Center. Now generally available for cloud and on-premises customers, with coming beta support for 50+ languages in Q4 2025, businesses benefit from:

  • Faster, autonomous resolutions: Webex AI Agent for Contact Center enables customers to resolve questions and fulfill their intent through both autonomous and guided self-service—accessing tools, systems, and experts as needed. All of this is managed in the AI Agent Studio, the central hub for easily building, managing, and optimizing AI Agents. Starting in Q1 2026, new support for multi-agent collaboration using industry-standard protocols like agent-to-agent (A2A) and Model Context Protocol (MCP) will let Webex AI Agents interact with third-party agents and connect to a wide range of applications and data sources. As the AI ecosystem grows, Webex helps keep connections secure and verified, so enterprises stay in control and customer experiences remain reliable.
  • Smarter agent assistance: Cisco AI Assistant in Contact Center, which became generally available for customers in early 2025, has more new features coming this year including suggested responses, real-time transcription, mid-call and wrap-up summaries. It boosts efficiency while allowing human agents to focus on the conversation as AI seamlessly manages routine processes.

As highlighted below, these capabilities are already improving customer satisfaction, agent productivity, and operational efficiency.

"CarShield's Pre-Call Screening AI Agent now contains 66% of calls without human intervention. Real-time AI claims processing has also eliminated traditional 24-48 hour delays, delivering a 90% reduction in onboarding time for powertrain claims and ensuring instant resolutions."— Steve Proetz , President and COO, CarShield

"With Webex at the center of our CX journey. Through strong collaboration across departments, Webex Contact Center has become a truly transformative platform—helping us modernize customer interactions, integrate AI and automation, and deliver a more seamless service experience. Together, we've been able to enhance efficiency while ensuring every customer continues to receive the care, attention, and responsiveness they deserve."— Patrick Cornish , Senior Network Engineer, BancFirst

"It [Topic Analytics] lets us analyze call groupings to understand what customers are calling about and how agents handle those calls. For example, we found that around 20% of our general questions are about loans and need to be transferred [to another department]." - Cameron Mitchell , AVP Telephony Services Manager, Columbia Bank

Expanding the Ecosystem: Integrations with Salesforce, AWS and Epic

Webex continues to invest in strategic partnerships and integrations to create a connected, end-to-end customer journey:

  • Webex Contact Center for Salesforce : As part of Salesforce's Bring Your Own Contact Center as a Service (CCaaS) program, the new deeper integration enables businesses to orchestrate customer experiences using Webex and Salesforce CRM data. Now, every interaction can be managed directly inside Salesforce, through Service Cloud Voice and Bring your Own Channel, and powered by Webex AI and Agentforce. Currently in early access, with general availability planned for Q1 2026.
  • Integration with Amazon Lex : Powered by the same technology as Alexa, Amazon Lex enables businesses to build conversational AI interfaces that let users interact naturally by voice or chat. By integrating Amazon Lex with Webex Contact Center and Contact Center Enterprise, customers using AWS have the flexibility to build Amazon Lex virtual agents with AI receptionist capabilities to deflect or route inbound calls, improve caller intent recognition, and accelerate resolution of live interactions with an agent. Available now.
  • Epic Systems: Integration with Epic's electronic health record (EHR) software enhances the ability of care providers and contact center agents to offer tailored and compassionate support within Epic. Available now.

Global Market Expansion

Cisco is expanding the Webex ecosystem by launching Webex Contact Center and Webex Calling in new markets. Locally hosted solutions offer advanced AI, seamless integration, and enhanced compliance—improving call quality, reducing latency, and ensuring secure, reliable experiences for Indian and multinational organizations.

  • Planned for Q2 2026, Cisco will expand Webex Calling with dedicated data centers in Mumbai and Chennai and will launch Webex Contact Center services in India .
  • Looking ahead, Cisco will further extend the reach of Webex Contact Center to the Kingdom of Saudi Arabia .

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 by Cisco

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.

Cision View original content to download multimedia: https://www.prnewswire.com/news-releases/cisco-unveils-advanced-ai-powered-webex-contact-center-solutions-and-industry-integrations-302571063.html

SOURCE Cisco Systems, Inc.

News Provided by PR Newswire via QuoteMedia

CSCO:US
The Conversation (0)
Cisco Live 2024: Cisco Announces New AI-powered Innovations and Investments to Help Customers Unlock a More Connected and Secure Future

Cisco Live 2024: Cisco Announces New AI-powered Innovations and Investments to Help Customers Unlock a More Connected and Secure Future

News summary:

  • AI-powered innovations build customers' digital resilience by uniquely combining the power of the network with industry-leading security, observability, and data, simplifying adoption, and offering visibility and insight across the entire digital footprint.
  • Cisco Investments has launched a $1 Billion Global AI Investment Fund to advance industry innovation and customer readiness, and support Cisco's strategy to connect and protect organizations in an AI-powered future.
  • This year's show headlined by keynote speakers, including Cisco Chair and CEO Chuck Robbins ; 7x Super Bowl Champion, Entrepreneur & Philanthropist Tom Brady; and from McLaren Racing, CEO Zak Brown and F1 Team Driver Oscar Piastri.

CISCO LIVECisco (NASDAQ: CSCO) kicks off Cisco LIVE 2024 with new AI-powered innovations and investments that deliver a clear message: AI isn't just the latest turning point in technology. It's an efficient, intelligent source of digital resilience that can connect and protect entire organizations and power growth, scale, and an inclusive future for all.

News Provided by Canada Newswire via QuoteMedia

Keep reading...Show less
CISCO LAUNCHES $1B GLOBAL AI INVESTMENT FUND

CISCO LAUNCHES $1B GLOBAL AI INVESTMENT FUND

News Summary:

  • Cisco is launching a $1B global investment fund to expand and develop secure, reliable and trustworthy AI solutions
  • Cisco is making strategic investments with world-class start-ups across software and infrastructure that build upon Cisco's strategy to connect and protect the AI era
  • Cohere, Mistral AI and Scale AI among the initial GenAI startups joining the Cisco Investments portfolio to help build a broader AI ecosystem

CISCO LIVECisco Investments, the global corporate venture investment arm of Cisco (NASDAQ: CSCO), today launched a $1B AI investment fund to bolster the startup ecosystem and expand the development of secure and reliable AI solutions. As part of the new AI fund, Cisco is making strategic investments in Cohere, Mistral AI and Scale AI among others to advance customers' AI readiness and complement Cisco's AI innovation strategy. Cisco has already committed nearly $200M of the $1B investment fund to date.

News Provided by PR Newswire via QuoteMedia

Keep reading...Show less
Cisco Reveals Nexus HyperFabric AI Clusters, A New Simplified Data Center Infrastructure Solution with NVIDIA for Generative AI

Cisco Reveals Nexus HyperFabric AI Clusters, A New Simplified Data Center Infrastructure Solution with NVIDIA for Generative AI

News Summary:

  • The new solution will combine Cisco and NVIDIA innovation to simplify the deployment of generative AI applications, providing IT visibility and analytics across the entire AI infrastructure stack.
  • Cisco Nexus HyperFabric AI clusters make it easy for enterprise customers to build infrastructure to run generative AI models and inference applications without deep IT knowledge and skills.
  • Exclusive cloud management capabilities help customers easily deploy, manage and monitor data centers, colocation facilities and edge sites.

CISCO LIVEToday Cisco (NASDAQ: CSCO), the leader in security and networking, announced a breakthrough AI cluster solution with NVIDIA for the data center that transforms how customers build, manage and optimize infrastructure and software.

News Provided by PR Newswire via QuoteMedia

Keep reading...Show less
Lenovo and Cisco Announce Strategic Partnership to Simplify Path to AI Innovation

Lenovo and Cisco Announce Strategic Partnership to Simplify Path to AI Innovation

  • The two companies agree to design, engineer and deliver deeply integrated solutions that advance generative AI capabilities and digital workplace solutions to boost enterprise productivity
  • Partnership includes go-to-market initiatives for delivering complete digital workplace, cloud networking, hybrid AI infrastructure solutions, and Lenovo managed services to customers globally

Lenovo and Cisco today unveiled a global strategic partnership to deliver fully integrated infrastructure and networking solutions designed to accelerate digital transformation for businesses of all sizes. The two companies have signed a Memorandum of Understanding (MoU) agreement to jointly establish design, engineering, and execution plans for accelerating digital transformation with turnkey solutions that extend world-class networking and purpose-built AI infrastructure solutions from edge to cloud for customers worldwide.

"This new partnership is a testament to our commitment to delivering purpose-built, industry-leading solutions, all designed to simplify the path to AI innovation and digital transformation," said Kirk Skaugen, Executive Vice President, Lenovo and President, Lenovo Infrastructure Solutions Group. "Our combined leadership in advanced networking and end-to-end server and data management infrastructure will deliver fully integrated, co-engineered solutions that seamlessly connect, protect and analyze data to propel AI-powered innovation for our customers from the edge to the cloud."

News Provided by Business Wire via QuoteMedia

Keep reading...Show less
Cisco Announces June 2024 Events with the Financial Community

Cisco Announces June 2024 Events with the Financial Community

Cisco today announced that it will host andor participate in the following events with the financial community in June:

Cisco Investor Day at Cisco Live US, Las Vegas
Tuesday, June 4, 2024
1:00 – 5:10 pm PT

This is an in-person event comprising presentations from Chuck Robbins , CEO, Scott Herren , CFO, and other members of the Cisco Executive Leadership Team. The event will also be webcast on Cisco's Investor Relations website at investor.cisco.com . Those interested in attending in person should contact Eric Yu in the Investor Relations team at ericyu2@cisco.com

BofA Securities Global Technology Conference 2024
Thursday, June 6, 2024
10:40 am PT / 1:40 pm ET
Cisco Speaker: Jeetu Patel , EVP and General Manager, Security & Collaboration
Moderator: Tal Liani , Managing Director, BofA Global Research

This event will be webcast and a replay will be available shortly after the event. Interested parties can view this event on Cisco's Investor Relations website at investor.cisco.com . No new financial information will be discussed on this webcast.

About Cisco
Cisco (NASDAQ: CSCO) is the worldwide technology leader that securely connects everything to make anything possible. Our purpose is to power an inclusive future for all by helping our customers reimagine their applications, power hybrid work, secure their enterprise, transform their infrastructure, and meet their sustainability goals. 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 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.

Investor Relations Contact:

Press Contact:

Sami Badri

Robyn Blum

Cisco

Cisco

469-420-4834

408-853-9848

sambadri@cisco.com

rojenkin@cisco.com

Cision View original content to download multimedia: https://www.prnewswire.com/news-releases/cisco-announces-june-2024-events-with-the-financial-community-302155686.html

SOURCE Cisco Systems, Inc.

News Provided by PR Newswire via QuoteMedia

Keep reading...Show less

Latest Press Releases

Related News