Cisco Paves the Way with Agentic AI Collaboration

Cisco has unveiled its vision for agentic AI collaboration, along with new AI-powered collaboration solutions designed to create futureproof experiences for customers, employees and IT teams. Cisco is working towards a future where AI anticipates customer and employee needs, addresses challenges, fulfils intent and further enhances productivity for all. New agentic AI innovations include the general availability of the Webex AI Agent for enhanced customer experience. Additional solutions announced across Collaboration Devices and the Webex Suite include new workflows in AI Assistant for Webex Suite to streamline employee experiences, Webex Calling Customer Assist, and AirPlay on Cisco Devices for Microsoft Teams Rooms.

“Enterprises are beginning to realise the potential of agentic AI. It is reinventing what it means for people and technology to work together across the physical and digital worlds,” stated Jeetu Patel, Executive Vice President and Chief Product Officer at Cisco. “Our customers love how Webex AI is built seamlessly into the way they work—alongside employees, increasing efficiency, improving employee sentiment and enhancing overall customer experiences.”

Creating Customer Experience Centres with AI

Traditional contact centres, which were primarily reactive in addressing customer enquiries, are evolving into experience centres where every interaction is an opportunity to deliver exceptional engagement. Webex is making this possible through the Webex Customer Experience portfolio, with tools such as AI Agent and AI Assistant for Contact Centre that seamlessly respond to customer queries and integrate with back-office systems for automated intent fulfilment. New AI solutions include:

· Webex AI Agent: Now generally available, the Webex AI Agent is a 24/7, self-service solution offering natural, human-like interactions. It works alongside human agents to manage routine and high-volume queries and execute actions to fulfil requests, eliminating queues and wait times. It integrates out of the box with Webex Contact Centre and combines conversational intelligence with real-time automation, enabling customers to resolve issues as though they were speaking or messaging with a human.

· Cisco AI Assistant for Webex Contact Centre: To enhance agent and customer service experiences, the Cisco AI Assistant for Webex Contact Centre is now generally available, with additional features planned for Q2 2025. These include suggested responses and real-time transcription for agents, joining existing features like context transfer summaries, dropped call summaries, Agent Wellbeing, topic analytics and automatic customer satisfaction scores (Auto CSAT).

Delivering AI-Powered Employee Experiences for End Users and IT

In today’s digital era, employees expect intelligent and efficient collaboration experiences. AI-powered tools offer seamless collaboration and bolster productivity across the board—from end users who rely on these tools daily, to IT professionals managing operations. Employees will gain access to some of these features later this year, enabling increased productivity through workflow automation, customisable AI capabilities and real-time insights, including:

· Workflow Automation in Cisco AI Assistant for Webex: This capability in the Webex Suite aims to streamline workflows and save time by integrating with enterprise apps like Salesforce, ServiceNow and Jira. It allows users to complete tasks more efficiently and automatically share meeting summaries across platforms.

· AI Capabilities in Webex Control Hub: This platform will provide IT administrators with a unified interface to access, search and manage all AI ecosystems. They will be able to tailor AI features to organisational needs and monitor analytics related to AI usage, trends, and employee adoption.

Empowering Employees to Support Customers

Any employee can be empowered to support customers with the following Webex Calling solution:

· Webex Calling Customer Assist: This reimagined calling tool is designed to empower any employee to assist customers through an AI-powered, modern experience available via the Webex app on desktop or mobile. It’s ideal for branches such as retail outlets, banks, pharmacies and healthcare clinics—enabling teams to deliver exceptional service, resolve enquiries, and strengthen relationships. Features arriving later this year aim to offer intelligent call routing, AI assistance for agents and supervisors, and insightful analytics—all within a cost-effective, easily deployable Webex Calling solution.

Seamless AI Integration Across the Webex Ecosystem

The Webex ecosystem continues to deliver integrated AI-driven collaboration tools that enrich user experiences with secure, flexible, and interactive functionality across workspaces:

· Apple AirPlay on Cisco Devices will soon be available for Microsoft Teams Rooms, allowing instant wireless content sharing from iPhone, iPad or Mac to Cisco Devices.

· Cisco Spatial Meetings, now generally available, enables any space equipped with a Cisco Room Bar Pro to become an immersive studio when used with Webex for Apple Vision Pro.

· With connectors for enterprise applications like Outlook, Salesforce and ServiceNow—enabled through Glean—users can streamline discussions, search Webex more effectively, and accelerate decision-making using knowledge graphs and connectors.

· A native Epic integration for Webex Contact Centre, expected to enter beta this month, will allow contact centre agents to access patient information more easily while handling interactions within the widely used electronic health record (EHR) system.