At Enterprise Connect, Cisco is unveiling new AI-powered collaboration solutions aimed at enhancing customer interactions, employee productivity, and IT efficiency. The company is advancing towards a future where AI anticipates needs, automates tasks, and enhances workflows, reinforcing seamless collaboration across physical and digital workspaces. “Agentic AI is reinventing how people and technology work together, increasing efficiency and improving overall experiences,” said Jeetu Patel, EVP & Chief Product Officer at Cisco.
AI-Powered Customer Experience Innovations
1. Transforming Contact Centers into AI-Powered Experience Centers
Cisco is shifting from traditional contact centers to AI-driven experience centers, where automated interactions enhance customer engagement.
- Webex AI Agent (Launching March 31, 2025):
- 24/7 AI-powered self-service with natural human-like interactions.
- Integrates with Webex Contact Center for real-time automation.
- Reduces queues and wait times by handling routine customer inquiries.
- Cisco AI Assistant for Webex Contact Center (Q2 2025 Enhancements):
- Suggested responses & real-time transcription for agents.
- AI-powered context transfer summaries, customer satisfaction scoring (Auto CSAT), and agent sentiment tracking.
AI-Enhanced Employee Experiences & IT Solutions
1. AI-Driven Workflow Automation for Employees
Cisco is streamlining workplace productivity with AI-powered automation.
- Workflow Automation in Cisco AI Assistant for Webex:
- Automates routine tasks by integrating with Salesforce, ServiceNow, and Jira.
- Automatically generates and shares meeting summaries across enterprise apps.
- Webex Calling Customer Assist:
- AI-powered call routing and analytics for improved customer service.
- Helps retail stores, bank branches, and healthcare providers resolve issues quickly and build strong customer relationships.
- Integrated within the Webex desktop and mobile app.
2. AI Management & Insights for IT Teams
- AI Capabilities in Webex Control Hub:
- Centralized dashboard for AI oversight, analytics, and customization.
- IT admins can track AI usage trends and employee adoption.
Seamless AI-Integrated Collaboration Tools
1. Enhanced Webex Ecosystem for Productivity & Connectivity
- Apple AirPlay on Cisco Devices(Now Available for Microsoft Teams Rooms):
- Wireless content sharing from iPhone, iPad, or Mac to Cisco Devices.
- Cisco Spatial Meetings (Now Available):
- Immersive collaboration with Webex for Apple Vision Pro and Cisco Room Bar Pro.
- Enterprise App Integration with Glean:
- Connectors for Outlook, Salesforce, and ServiceNow to enhance discussions, search Webex, and accelerate decision-making.
- Native Epic Integration for Webex Contact Center (Beta Launch in March):
- Seamless access to patient information for healthcare providers managing interactions within electronic health records (EHR).
Cisco’s latest AI-driven innovations in Webex are set to transform collaboration, customer engagement, and IT management. By integrating agentic AI, automation, and advanced analytics, Cisco is future-proofing business interactions and productivity.
