Today, AI is rapidly redefining how we work and communicate. But with countless applications, platforms, and AI Assistants dedicated to specific workflows, users often spend a lot of time switching between applications to find information, prepare for upcoming meetings, and complete tasks. This friction frequently leads to decreased productivity, wasted time searching for the right context, and...Read More
In today’s digital-first world, every customer interaction—whether through chat, voice, social, or web—leaves behind or creates valuable data. The challenge isn’t collecting the data; it’s connecting it. Disparate systems and fragmented data often prevent organizations from understanding the full story behind each customer’s journey. Webex Customer Journey Data Services (CJDS) bridges that gap as a...Read More
Most modern contact centers today are leveraging some form of artificial intelligence (AI) to increase automation, cut costs, and deliver better customer experiences. One of the most common implementations is through AI agents or chatbots, providing customer self-service with the goal to reduce the cost per interaction and limit human agent involvement to situations where it’s mostly needed. These intelligent bots can handle routine inquiries across a wide range...Read More
In today’s fast-evolving workplace, one thing is crystal clear: the future of collaboration is intelligent, intuitive and deeply human. At Cisco, our mission has always been to connect with people—no matter where they are, what language they speak, or how they work. Today, I’m delighted to announce a bold leap forward in that mission: Cisco’s...Read More
Earlier this year, we recognized the incredible achievements of 18 of our innovative Webex Customer Experience customers who are truly reshaping the landscape of CX within their organizations. Their dedication to pushing boundaries and embracing new technologies has set a high bar for excellence. Now, as we continue our journey of celebrating transformation, we’re thrilled...Read More
When you think of a symphony, the magic comes from multiple instruments playing together in harmony, each following their own score. Without focus and coordination, it would be chaos. What makes the difference is the conductor—a single person orchestrating the group to create a magical experience. In today’s fast-paced world of Customer Experience (CX), supervisors are the conductor. They don’t just manage individual...Read More
Cloud calling enables businesses to modernize communications, reduce costs, and unlock the latest AI-powered innovations. Nowhere is this more critical than in India, a key market for calling and contact centers, where local enterprises and multinational organizations are driving rapid transformation. To meet this demand, I’m thrilled to announce that we’ve expanded Webex Calling in India with a fully regulated offer delivered through two local data centers, offering flexible deployment and PSTN...Read More
MedStar Health is a not-for-profit healthcare organization serving patients in the Washington, D.C.–Baltimore, Maryland area. Headquartered in Columbia, MD, the organization oversees 10 hospitals and 500 care sites. With over 30,000 associates and 4,700 affiliated physicians, MedStar’s clinical activity includes primary care, cardiology, oncology services, rehabilitation, neurosciences, orthopedic surgery, women’s services, and emergency/ trauma services,...Read More
Outages happen—even in world-class clouds. Our job isn’t to predict which service might fail next; it’s to ensure customers can always reach agents, no matter what. Webex Contact Center is built to ride through control-plane turbulence (DNS resolution timeouts or increased latencies, instance launch failures, increased network latencies, health-check flaps, etc.) and to degrade gracefully. Resiliency...Read More
Cisco Unified Communications Manager (UCM) is the world’s leading on-premises calling platform, trusted by more than 30 million users across mission-critical industries including finance, healthcare, manufacturing, energy, government, and defense. For over 25 years, UCM has been the foundation of secure and reliable enterprise collaboration, delivering the performance, scalability, and stability that organizations rely on...Read More
