At WebexOne 2025 in San Diego last week, Connected Intelligence took center stage—showing how data, AI, and human expertise come together to create seamless, adaptive customer experiences. Across every keynote, demo, and announcement, intelligence wasn’t confined to a single feature or product. It flowed across the entire customer journey—connecting agents, customers, and systems into one cohesive, intelligent ecosystem.
The momentum behind Webex Customer Experience (CX) solutions continues to accelerate. Over the past year, we’ve seen our customers achieve measurable outcomes with our AI Agent, Cisco AI Assistant, and advanced analytics capabilities. This week’s announcements extend that impact even further, unlocking new levels of automation, personalization, and global scale.
Transforming every interaction with Webex AI Agent.
The Webex AI Agent continues to redefine what’s possible for digital customer engagement. Following strong adoption across industries, we announced several major enhancements designed to deliver richer, more natural, and more collaborative AI-driven experiences.
- Enhanced voice capabilities: Our AI Agent now listens, speaks, and responds with human-like fluency—thanks to improved latency, intelligent turn prediction, and natural barge-in handling. These updates remove robotic pauses and allow for real-time, conversational interactions that feel effortless for customers.
- Multi-lingual communication: With support for 50+ languages rolling out in beta later this year, organizations can serve customers in their language of choice—while maintaining context, accuracy, and empathy.
- Agent-to-Agent collaboration: Leveraging A2A (Agent-to-Agent) and Model Context Protocol (MCP) frameworks, Webex AI Agents can now collaborate with other AI or human agents to resolve complex issues faster. This adaptive network of interoperable agents enables advanced automation, orchestrated workflows, and instant resolutions across systems and data sources.
Together, these capabilities represent a major leap toward connected, autonomous experiences—where AI is not a standalone tool, but part of an integrated fabric of intelligence supporting every interaction.
Webex AI Quality Management: Redefining quality with AI-driven insights.
Quality management has always been vital to customer experience—but traditional methods can’t keep up with today’s speed and scale. Webex AI Quality Management changes that.
This new capability applies the power of generative AI and natural language understanding to evaluate 100% of customer interactions—across both AI and human agents—in near real-time. Supervisors gain instant, actionable insights that highlight coaching opportunities, uncover trends, and eliminate bias.
By removing the need for manual review and sample-based scoring, AI Quality Management allows teams to focus on what matters most: elevating performance, improving consistency, and delivering great experiences every time. It’s intelligent automation with a human purpose—helping every agent grow and every interaction improve.
Empowering agents with Cisco AI Assistant in Webex Contact Center.
While autonomous agents handle routine inquiries, our mission remains deeply focused on empowering the human workforce. The Cisco AI Assistant in Webex Contact Center delivers contextual intelligence that enables agents to work smarter, faster, and with greater confidence.
Among the latest features announced at WebexOne:
- Suggested Responses provide real-time, AI-generated guidance during live conversations, helping agents respond accurately and empathetically.
- Mid-call Summaries instantly brief transferring agents or supervisors, preserving context and continuity.
- Wrap-up Summaries automatically generate concise post-interaction notes, reducing after-call work and freeing agents to focus on the next customer.
- Multi-lingual support ensures these features scale globally—bringing consistency and connected intelligence to every interaction, in any language.
Together, these capabilities reduce agent effort, improve accuracy, and create more fluid collaboration between people and AI.
Expanding the power of Connected Intelligence through ecosystem partnerships.
Connected intelligence thrives on openness—and at Webex, we know the best customer experiences happen when technologies work seamlessly together. That’s why our CX platform continues to strengthen its ecosystem of integrations, connecting Webex with the tools and environments our customers already rely on every day.
- AWS (Amazon Web Services): Organizations using AWS can now integrate Amazon Lex virtual agents with Webex Contact Center for flexible, AI-powered self-service experiences that scale securely and efficiently.
- Epic Systems: In the healthcare space, our integration with Epic’s electronic health record (EHR) software enables care providers and contact center agents to deliver compassionate, contextual support within the systems they use every day.
- Salesforce: Our expanded partnership enables native Bring Your Own Channel (BYOC) integration for CCaaS, allowing businesses to unify Webex Contact Center with Salesforce CRM data. Agents gain a 360° customer view, while AI-driven insights, omnichannel routing, and real-time assistance help deliver faster, more personalized service—all within the familiar Salesforce workspace.
These integrations demonstrate Cisco’s commitment to an open, interoperable ecosystem—one that empowers customers to innovate faster, extend AI capabilities, and orchestrate connected intelligence across every touchpoint.
Expanding our global CX footprint.
As organizations around the world accelerate their digital transformation, Webex continues to expand its reach to deliver secure, high-performance CX experiences wherever customers operate.
We announced new Webex Contact Center regions in India and the Kingdom of Saudi Arabia, providing locally hosted, fully compliant deployments that ensure data sovereignty, improved call quality, and lower latency. These regional expansions reflect Cisco’s commitment to enabling connected intelligence at a global scale—bringing advanced AI capabilities and reliability closer to our customers and their customers.
Connected intelligence comes to life in the Webex CX Showcase; 4 powerful voice AI Agent demos.
WebexOne attendees experienced connected intelligence firsthand through our interactive CX Showcase, featuring some of the most innovative demos yet:
Quiet Cubes
Quiet Cubes invited attendees into immersive soundproof pods where they could experience a one-on-one conversation with the Webex AI Agent—no background noise, no distractions, just natural, human-like dialogue. The environment highlighted how Webex AI Agent delivers clear, contextually aware responses even in challenging acoustic conditions. It wasn’t just a demo—it was a sensory experience that showcased how seamless and lifelike AI-powered interactions can feel.
Voice-activated coffee ordering
At the Webex Café, attendees placed drink orders entirely through an AI Agent that understood accents, context, and casual speech patterns—then seamlessly handed off to human baristas. This playful, real-world scenario demonstrated how conversational AI and human collaboration can create frictionless service experiences. Beyond the novelty of ordering coffee with your voice, it highlighted the reliability and scalability of Webex AI Agent’s voice and intent recognition in fast-paced, customer-facing environments.
Build Your Own AI Agent
In this interactive station, attendees stepped into the role of AI creators—designing, training, and deploying their own AI Agents in minutes. It showcased the accessibility of our low-code platform and the power of interoperability through A2A (Agent-to-Agent) and Model Context Protocol (MCP) frameworks. Visitors left inspired by how quickly they could turn ideas into intelligent automation, proving that building tailored, business-ready AI Agents is no longer limited to developers.
AI Concierge for Events
Rounding out the showcase was the AI Concierge, a digital assistant accessible from the Webex Events app. Attendees used it to find sessions, check schedules, and navigate the venue in real time. It demonstrated how AI and contextual data can simplify large-scale event management—offering a glimpse into how organizations could apply the same technology for internal events, conferences, and customer engagement scenarios.
Each demo captured a different dimension of connected intelligence—from conversational fluidity and automation to context awareness and user experience. Together, they reinforced a simple truth: intelligence is most powerful when it feels personal, intuitive, and effortlessly connected.
A connected future, driven by intelligence
The CX innovations unveiled at WebexOne 2025 were met with overwhelmingly positive feedback from analysts, customers, partners, and attendees, who praised both the depth of AI advancements and the clarity of Cisco’s vision.
Across every announcement, one theme stood out: connected intelligence is not just powering better tools—it’s enabling better outcomes. From faster resolutions and greater efficiency to more empathetic interactions, Webex is building a future where every connection is intelligent, every experience is intuitive, and every customer feels understood.
The Webex Customer Experience portfolio of solutions aims to revolutionize customer experiences by delivering seamless, efficient, and personalized experiences that enhance satisfaction while improving contact center performance.
When implemented strategically, AI solutions can drive rapid cost savings, boost productivity, and improve efficiency, often achieving a return on investment (ROI) in just months. If you are ready to transform your customer experience in your enterprise, contact us to learn more.
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