Cisco has debuted its latest Webex Contact Center innovations at Enterprise Connect 2025.
First, it showcased its Webex AI Agent, which is generally available on March 31, 2025.
The solution provides self-service support without prior training, leveraging knowledge content and data stores to engage in natural, human-like interactions.
Its launch signals a significant step in Cisco’s foray into agentic AI.
Celebrating the launch, Jeetu Patel, EVP & Chief Product Officer at Cisco, said: “Enterprises are starting to realize the potential of agentic AI. It is reinventing what it means for people and technology to work together across the physical and digital worlds.”
Additionally, Cisco shared updates to the Cisco AI Assistant for Webex Contact Center, which aims to “improve the efficiency” of contact center agents with a copilot-like experience.
Key features include real-time transcription, suggested responses, and auto-summarization.
While Cisco had already announced these features, it has now introduced workflow automation within the Cisco AI Assistant for Webex Suite.
The Assistant offers seamless interaction with enterprise tools like Salesforce, ServiceNow, and Jira. “This functionality helps users save time by automating tasks and sharing meeting summaries easily,” noted Patel.
Elsewhere, for IT teams, the Webex Control Hub now offers tools to manage AI capabilities, track usage, and gain insights into adoption trends.
Cisco also revealed Webex Calling Customer Assist, a solution that offers employee assistance for customer-facing employees in retail stores and healthcare clinics.
The tool “enhances customer interactions” with AI-driven call routing, agent support, and analytics, creating an “efficient and cost-effective solution.”
As such, these employees can offer similar levels of service to contact center agents.
Cisco Continues to Update Webex – A Clear Sign of Direction
This update comes off the back of other Webex announcements by Cisco.
As mentioned above, the AI Assistant from Cisco is now officially available on the Webex Contact Center platform.
The tool is designed to assist contact center agents and supervisors with a range of tasks on the platform.
Sharing more in a company blog post, Jay Patel, SVP & GM of Cisco Webex, said:
The Cisco AI Assistant for Webex Contact Center presents agents/supervisors with AI-powered assistance, offering automated guidance, context, insights, and summaries to optimize customer interactions.
Those agent capabilities include Transfer Context Summaries, Dropped Call Summaries, and Agent Wellbeing (a burnout detection tool).
The Transfer Context Summaries feature ensures that when a customer escalates from an AI agent or IVR, the AI Assistant provides live agents with a summary of the key talking points.
As such, the live agent can move the contact forward from where it broke down, with full contextual awareness, so the customer doesn’t have to repeat themselves.
Other Cisco News
Recently, Cisco Teamed Up with Epic to Unify CCaaS and CRM Software.
The new integration makes many of the Webex Contact Center’s capabilities available natively inside Epic Cheers.
These include its routing, queue management, and reporting solutions.
Yet, perhaps most crucially, the two tech vendors will equip contact center agents and care providers with a central space for managing patient interactions.
Via the unified interface, these users may access patient, provider, and caregiver information while managing conversations across multiple channels (voice, email, messaging, and chat) without switching tools.
