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Cisco has unveiled significant enhancements to its Webex Customer Experience portfolio, introducing AI-powered tools and deep integrations with Salesforce, AWS, and Epic to streamline contact center operations. These advancements, including the innovative Webex AI Quality Management and global ecosystem expansions, aim to transform customer experiences by improving efficiency, personalization, and scalability.
Cisco launches Webex AI Quality Management for unified agent coaching.
Webex AI Agent and Cisco AI Assistant enhance contact center efficiency.
Integrations with Salesforce, AWS, and Epic unify customer journey data.
Webex Contact Center expands to India and Saudi Arabia by Q2 2026.
AI-driven tools improve resolution speed and service quality globally.
Momentum design system boosts agent productivity and customer experience.
Cisco is redefining contact center operations with the introduction of Webex AI Quality Management (QM), set to launch in Q1 2026. This tool unifies quality management for both AI and human agents, providing supervisors with a single platform to assess performance, deliver real-time coaching, and optimize outcomes. Unlike traditional solutions, Webex AI QM offers AI-assisted scoring, personalized coaching for human agents, and actionable recommendations for AI agents, ensuring consistent service quality and enhanced brand reputation.
"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."
The Webex AI Agent and Cisco AI Assistant for Webex Contact Center are now generally available, with beta support for over 50 languages planned for Q4 2025. These tools enable faster, autonomous resolutions and smarter agent assistance. The Webex AI Agent resolves customer queries through self-service, managed via AI Agent Studio, while the Cisco AI Assistant provides real-time transcription, suggested responses, and call summaries to boost agent efficiency. By Q1 2026, support for multi-agent collaboration will further enhance connectivity with third-party applications.
"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.
Cisco’s expanded integrations with Salesforce, AWS, and Epic create a connected customer experience. The Webex Contact Center for Salesforce, part of Salesforce’s Bring Your Own CCaaS program, integrates with Service Cloud Voice and Agentforce, enabling seamless CRM data management (early access now, general availability in Q1 2026). Integration with Amazon Lex allows businesses to build conversational AI interfaces for improved call routing and intent recognition. Additionally, Epic integration enhances healthcare support by tailoring interactions within its EHR software, available now.
Cisco is expanding Webex Contact Center and Webex Calling to India and Saudi Arabia by Q2 2026, with dedicated data centers in Mumbai and Chennai. These locally hosted solutions ensure compliance, low latency, and secure experiences, catering to the needs of Indian and multinational organizations while enhancing global customer service capabilities.
Cisco’s advancements in AI and integrations position Webex Contact Center as a leader in transforming customer experiences. By combining cutting-edge technology with strategic partnerships, Cisco empowers organizations to deliver personalized, efficient, and secure interactions, setting a new standard for contact center excellence.
Cisco 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.
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.
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