Sunday, October 05, 2025
Cisco has unveiled major updates to its Webex Customer Experience portfolio, with a strong emphasis on AI-driven innovation. Among the highlights is an AI-powered quality management tool for supervisors, scheduled for launch in early 2026. This new solution will unify quality management across contact centers and redefine how supervisors coach and manage both AI and human agents.
In addition to this, Cisco introduced AI customer momentum, deeper industry integrations, and ecosystem expansions in India and Saudi Arabia to strengthen the global reach of Webex.
As AI adoption accelerates, many organizations continue to struggle with legacy systems and fragmented workflows. Cisco is addressing these challenges through its cloud-native architecture and advanced AI features, transforming traditional contact centers into streamlined platforms that deliver consistent, personalized customer experiences. The newly introduced Momentum design system, already available in Webex Contact Center, enables supervisors and agents to focus more effectively, ensuring higher productivity and better customer satisfaction.
Jeetu Patel, President and Chief Product Officer at Cisco, explained: "The reality is simple: you win or lose customers every day based on the experiences you deliver. 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."
Cisco is transforming quality management by integrating coaching and performance monitoring into a single, unified platform. The upcoming Webex AI Quality Management (QM) system gives supervisors real-time visibility into workforce performance. Unlike traditional siloed tools, it offers a comprehensive view, making it easier for leaders to identify best practices, reduce risks associated with AI adoption, and drive continuous improvement.
Supervisors will benefit from AI-assisted scoring, personalized coaching recommendations, actionable insights for human agents, and performance optimization for AI agents—all within Webex Contact Center. This next-generation solution, which goes beyond compliance metrics, will be generally available in Q1 2026, setting a new benchmark for customer experience excellence.
Cisco is also expanding the role of AI across contact centers with Webex AI Agent and Cisco AI Assistant. These tools are already enhancing productivity and improving response times.
Webex AI Agent: Now available for cloud and on-premises customers, this tool delivers autonomous and guided self-service. It helps resolve customer queries faster while connecting with experts when needed. In Q1 2026, multi-agent collaboration will be introduced, allowing Webex AI Agents to interact with third-party platforms using industry-standard protocols such as A2A (agent-to-agent) and Model Context Protocol (MCP).
Cisco AI Assistant: Launched in early 2025, this solution offers suggested responses, real-time transcription, and call summaries. It enables agents to stay focused on conversations while AI handles repetitive tasks.
Real-world customer success stories demonstrate these benefits. CarShield reported that its AI Agent now handles 66% of calls without human support, reducing onboarding times by 90%. BancFirst highlighted how Webex helped modernize its CX strategy through AI integration. Meanwhile, Columbia Bank leveraged Webex’s Topic Analytics to better understand customer inquiries and streamline service.
Cisco is strengthening Webex’s ecosystem through strategic integrations with Salesforce, AWS, and Epic:
Salesforce: Businesses can now manage every interaction directly inside Salesforce with Webex’s new integration, enhancing customer journeys through CRM-driven orchestration. General availability is expected in Q1 2026.
Amazon Lex: This integration enables natural conversational AI interfaces, giving organizations the ability to deflect calls, recognize intent more accurately, and accelerate customer resolutions. It is available now.
Epic Systems: Healthcare providers can now deliver more compassionate, tailored support by integrating Webex with Epic’s electronic health records (EHR) software. This feature is also live now.
Cisco is extending its Webex services to India and Saudi Arabia, strengthening compliance, security, and customer experience with localized infrastructure.
In Q2 2026, Cisco will roll out Webex Calling with dedicated data centers in Mumbai and Chennai, along with Webex Contact Center availability in India.
Following this, Cisco will expand Webex Contact Center into the Kingdom of Saudi Arabia, further growing its global footprint.
With these innovations, Cisco continues to position Webex as a next-generation customer experience platform, combining AI innovation, industry partnerships, and global scalability to redefine the future of customer engagement.
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