Standing in the sunshine outside the Marriott Marquis on San Diego Marina, with palm trees swaying and thousands of attendees weaving through the conference center in search of their next big session, one thing became clear at this year’s WebexOne: AI isn’t just helping anymore; it’s starting to think for itself.
For CX leaders, that means a new generation of agentic AI—intelligent systems that don’t just assist employees but anticipate customer needs and take meaningful action. Welcome to the age of Connected Intelligence.
1) Webex AI Quality Management: One Console for Human and AI Performance
Cisco unveiled Webex AI Quality Management (QM), a supervisor tool that unifies coaching and improvement across both human agents and AI agents in a single platform. It combines AI-assisted scoring, real-time insights, and personalized coaching for humans with actionable recommendations and optimization for AI agents—all natively in Webex Contact Center. Planned GA: Q1 2026.
Why it matters: Moves beyond compliance checklists to continuous experience improvement and de-risks AI adoption with a single supervisory view.
Related coverage: Agentic AI in the Contact Center: How Cisco Is Redefining Service
2) Webex AI Agent & Cisco AI Assistant: From Assistive to Agentic
Webex AI Agent enables autonomous and guided self-service, tapping tools, systems, and experts as needed—created and tuned in the new AI Agent Studio. Cisco AI Assistant boosts live-agent productivity with suggested responses, real-time transcription, and summaries mid-call and at wrap-up. These are available for cloud and on-prem customers, with a beta for 50 + languages targeted for Q4 2025.
Starting in Q1 2026, Webex plans support for multi-agent collaboration via A2A and Model Context Protocol (MCP)—so Webex AI Agents can interoperate with third-party agents and external data sources under enterprise controls.
Why it matters: Faster, more accurate resolutions with AI that can act, not just advise—while preserving governance.
Related coverage: How Enterprises Are Using Webex AI to Drive Real CX Results
3) Salesforce: Orchestrating Journeys Inside Service Cloud
As part of Salesforce’s BYO CCaaS program, Webex Contact Center for Salesforce deepens the integration so organizations can orchestrate experiences using combined Webex and CRM data. Interactions can be managed inside Salesforce via Service Cloud Voice and Bring Your Own Channel, powered by Webex AI and Agentforce. Early access now; planned GA Q1 2026.
Why it matters: Reduces swivel-chair workflows and gives agents contextual, AI-enriched insights where they already work.
Watch: Webex and Salesforce Redefine CX Integration
4) AWS Lex: Smarter Virtual Agents, Available Now
Integration with Amazon Lex (the same tech behind Alexa) lets teams build natural voice and chat interfaces for Webex Contact Center and Contact Center Enterprise. Use cases include AI receptionist capabilities to deflect / route calls, improved intent recognition, and acceleration of live-agent resolutions. Available now.
Why it matters: Accelerates self-service design and improves containment while maintaining a natural customer experience.
See also: Cisco Expands AI Integrations with Amazon Lex and AWS
5) Epic: Connecting EHR Context to the Contact Center
Epic integration brings EHR context into customer interactions so care teams and agents can deliver tailored, compliant support inside Epic. Available now.
Why it matters: Reduces handoffs and rework in healthcare journeys where context, compliance, and empathy are critical.
Read: How Cisco and Epic Are Transforming Patient Engagement
6) Webex AI Quality Management in Context
For those tracking the broader AI strategy across Cisco’s collaboration and customer experience stack, UC Today’s coverage dives deeper into the company’s Connected Intelligence theme and agentic vision.
Read more: WebexOne 2025: Cisco Bets Big on Agentic Collaboration
7) Market Expansion: India and KSA on the Roadmap
Cisco plans to expand the Webex ecosystem with locally hosted solutions for performance and compliance. In Q2 2026, Cisco targets Webex Calling data centers in Mumbai and Chennai and the launch of Webex Contact Center services in India, with future expansion planned for the Kingdom of Saudi Arabia.
Why it matters: Local hosting improves latency, call quality, and regulatory alignment for global CX programs.
More coverage: WebexOne 2025: Connected Intelligence Takes Centre Stage
Leadership Perspective
“You win or lose your customers every single day through the quality of the experiences you deliver. AI is the key to delivering amazing customer experiences at scale.” — Jeetu Patel, President and Chief Product Officer, Cisco
Bottom Line for CX Leaders
- Unify oversight: Manage human and AI performance in one supervisory plane with Webex AI QM.
- Operationalize agentic AI: Deploy AI Agent and AI Assistant to act, summarize, and follow up securely.
- Integrate the journey: Use Salesforce, AWS Lex, and Epic to collapse data silos and remove friction.
- Prove value fast: Target containment, cycle times, and CSAT with production-grade use cases.
- Plan for scale: Leverage multi-agent interoperability (A2A, MCP) and regional hosting to grow responsibly.
