Cisco Unveils New Webex Features to Improve CX and WFO 

Carly Read
Senior Reporter

Advancements in Webex Customer Experience journey data services to deliver a more personalized customer experience 

Cisco Channel News
Cisco Unveils New Webex Features to Improve CX and WFO 

Cisco has announced new Webex Calling, CX and CPaaS enhancements to help enterprises successfully adapt to the new hybrid work world. 

Following the acquisition of imimobile, Cisco is introducing integration with Webex to build frictionless customer experiences on any communications channel and smarter interactions. 

Jeetu Patel, executive vice president and general manager, Cisco Security and Collaboration, said: “The past year has further heightened the need for a maniacal focus on delivering an experience that delights users. 

“Our innovations released today enable enterprises to be closer to their customers than ever, helping them deliver the best possible customer experience across all channels in real time.” 

New Webex CX capabilities include:

  • Customer journey data service: Webex customers will soon be able to connect the entire customer journey across multiple channels and touchpoints in a single platform
  • Communications Platform as a Service (CPaaS):  Webex’s video technology will soon be added to imiconnect – Cisco’s CPaaS enterprise solution, enabling rich customer and employee interaction experiences such as telehealth, education, social and augmented reality
  • Enterprise Developer Sandbox: At WebexOne next week, developers will have access to a new CPaaS sandbox allowing them to easily build, test, debug, and prototype in one platform. These tools will help businesses and developers save time, reduce complexity and deliver rapid innovation

New innovations to Webex Calling:

  • Webex Go: Users no longer need to manage a business phone and a separate personal device. With the launch of Webex Go, enterprise-grade Webex Calling features can be added as a dedicated business line to a user’s personal mobile phone
  • Location-based emergency calls with Nomadic E911: When placing emergency calls from the Webex App, emergency responders will now have accurate location information. If the Webex App determines you have moved to a new location, users will be prompted to update their address
  • Cloud Calling on personal room devices: Users can now call colleagues by name or extension directly within a Webex Desk Pro device
  • Singlewire InformaCast integration: Users can send emergency announcements live or as recorded audio pages to Cisco phones and speakers, and text alerts to digital signage, desktop computers and mobile devices
  • Dedicated Instance: Customers that are not prepared to move their entire calling business to Cloud Calling can now mix Multi-Tenant and Dedicated Instance for hybrid deployments
  • Added European Coverage for Cisco Calling Plans: Cisco is announcing Cisco Calling Plans for 10 countries in the European Union: Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Lithuania, Luxembourg and Sweden
  • Reimaging shared line experience: New calling widget for the Webex App makes it easier for users to multi-task and answer calls faster

The announcement follows the company’s unveiling of its first Hybrid Work Index (HWI) based on millions of aggregated and anonymous customer data points, revealing hybrid work is powered by artificial intelligence.  

The Index, which will be updated quarterly, examines how people’s habits and technology interactions have permanently reshaped work a year and a half into the COVID-19 pandemic, with findings showing hybrid workers expect greater flexibility, accessibility and security, while businesses grapple with meeting these increased technology demands. 




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