When it comes to exceptional customer experiences, the highest recognition comes directly from customers themselves. That’s why we’re proud that Webex Contact Center received the 2025 IDC CX Contact Center Customer Satisfaction Award, an honor based entirely on feedback from our customers worldwide. This award reflects their trust in our performance, value, usability, and expertise, underscoring the real impact we deliver for them every day.
IDC’s CX Path survey, which gathers insights from over 2,500 organizations globally, evaluates vendors across 39 customer satisfaction metrics. Cisco (Webex Contact Center) placed in the highest scoring group for vendors serving the contact center supplication market, with particularly strong scores in five key areas: AI-Driven Capabilities, Trusted Brand, Ease of Integration, Enterprise-Level Support, and User Experience.
Let’s dive deeper into a few of these pillars to better understand the real-world impact and value they are delivering for our customers.
AI-Driven Capabilities: Delivering Real Impact Where It Matters
At Webex, we believe the future of customer experience is intelligent, intuitive, and deeply human. This belief fuels our AI innovation strategy, where we are not just promising AI, we are delivering it. IDC’s 2025 CX Path survey found that 62% of businesses plan to increase contact center spending, prioritizing AI-driven capabilities. Customers want innovation, and Webex is already leading the way.
Webex AI Agent is transforming AI self service. Built on decades of expertise and cutting-edge conversational AI, Webex AI Agent listens, understands, and responds with empathy and precision across voice, chat, and digital self-service channels, making customers feel heard and understood. It remembers context, adapts mid-conversation, and can take action – delivering real-time resolutions, turning customer frustration into seamless flow.
Beyond enhancing customer interactions, Webex AI Agent drives operational efficiency by delivering 24/7 intelligent service, reducing routine inquiries, and freeing human agents to focus on complex, high-value conversations. This reduces agent stress and turnover while enabling consistent, personalized service at scale.
The customer impact of Webex AI Agent is already tangible. Like for Uniting NSW.ACT, a major Australian social services network, who recently deployed a custom AI Agent named “Jeanie” and has reduced client wait times by 35% during its beta phase, demonstrating real-world success and client impact. Read more about Uniting NSW.ACT early success with Jeanie here.
Our fully AI-led product roadmap ensures Webex remains at the forefront of innovation, delivering capabilities that anticipate and exceed customer needs. IDC’s recognition highlights that while many vendors are still striving to deliver AI, Webex is already making a measurable difference for customers worldwide.
User Experience: Intuitive, Intelligent, and Impactful
A great contact center experience starts with the people behind the screens. Webex Contact Center agent interface is designed with simplicity and efficiency in mind, reducing friction and enabling agents to focus on what matters most — the customer. The Cisco AI Assistant’s intelligent features, such as suggested responses and comprehensive call summaries, help agents respond swiftly and confidently.
Supervisors also benefit from enhanced desktop tools that provide deeper insights, real-time operational visibility, topic analytics and coaching capabilities. This empowers them to nurture talent, optimize performance, and drive superior outcomes. The result? A contact center environment where every interaction is smoother, smarter, and more satisfying.
Ease of Integration: Connecting the Dots for a Unified Experience
In today’s complex technology ecosystems, integration is key. Cisco’s robust App Hub ecosystem offers extensive tech stack integrations, including new integrations for Salesforce, Epic, and other leading platforms. This flexibility enables customers to unify their contact center with the interfaces they work in most — accelerating deployment, reducing friction, and supporting tailored workflows.
By simplifying integration, we help organizations break down silos and create a truly connected customer experience that drives business value.
Trusted Brand: Security, Reliability, and the Power of One Cisco
Trust is the foundation of every customer relationship, and Cisco’s brand stands tall in the market for its unwavering commitment to security and reliability. Our deep security expertise protects sensitive data and ensures compliance in an ever-evolving threat landscape.
The “One Cisco” approach integrates best-in-class technologies and services across the enterprise, delivering seamless, secure, and scalable contact center solutions. Customers know they can count on Cisco not just as a vendor, but as a strategic partner invested in their long-term success.
Enterprise-Level Customer Support and Service: Partnering for Success
Behind every successful deployment is a team dedicated to customer success. Cisco’s professional services, consultative proof-of-concept processes, and expert implementation teams ensure smooth adoption and rapid time to value.
Our enterprise customers benefit from ongoing optimization and support that help them maximize their contact center investments. This commitment to service excellence is reflected in our high satisfaction scores and enduring partnerships.
This award is more than recognition – it’s a celebration of the innovation, trust, and customer-centricity that define Webex Contact Center. Your success is the heartbeat of our innovation. We’re energized by this achievement and inspired to continue pushing the boundaries of what’s possible, helping our customers deliver extraordinary experiences every day. Together, we’re shaping the future of customer engagement in the age of connected intelligence.
Resources:
Webex Customer Experience Solutions
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