Enterprise Connect 2025 confirmed that AI in collaboration is evolving from simple automation to AI that takes action. Cisco is leading with agentic AI—AI that anticipates needs, fulfills intent, and drives measurable business outcomes for our customers and partners.
At this year’s event, we introduced new AI-powered innovations in Collaboration across the Webex Suite, Contact Center, and Cisco Devices. These solutions are designed to streamline work, automate customer interactions, and create more intelligent workspaces.
AI That Gets Things Done
The shift from AI assistance to AI action was central to this year’s announcements. Webex AI Agent, generally available on March 31st, 2025, provides autonomous self-service across both digital and voice channels. AI Agent Studio allows businesses to build and deploy virtual agents that do more than answer questions—they complete tasks.
For workplace collaboration, the Webex AI Assistant integrates with Salesforce (creating an opportunity directly in app), ServiceNow, and Jira, enabling automated meeting summaries and direct task creation from Webex. These capabilities eliminate friction in workflows, helping teams move faster and focus on high-value work.
AI Adoption at Scale
AI adoption across Webex has accelerated significantly. Since Webex One 2024, the number of AI-powered collaboration minutes has increased by 260 percent. User engagement continues to grow, with 95 percent of users giving Webex AI meeting summaries positive feedback.
To support this adoption, new capabilities in Webex Control Hub provide IT teams with centralized AI management, including an AI dashboard, custom model selection, and enhanced security controls.
AI-Powered Customer Experiences
Webex Calling continues to enable more and more businesses to create successful customer experiences. Building on this momentum, Webex Calling Customer Assist (formerly CX Essentials) provides an AI-driven solution for local and regional offices, allowing any employee to assist customers through Webex.
New AI capabilities previewed at the event include live call summaries, sentiment monitoring for supervisors, and analytics to identify call trends. These innovations will help businesses optimize customer interactions and improve service efficiency.
Expanding the Collaboration Ecosystem
This year’s announcements also reinforced Cisco’s commitment to creating a seamless collaboration experience across platforms. AI Enterprise App Search allows users to find relevant information across more than 100 data sources within Webex. Apple AirPlay support is now available for Cisco Devices in Microsoft Teams Rooms, improving flexibility for hybrid work. Cisco Room Bar BYOD enables easy connection to any meeting platform via USB-C, and Epic integration for Webex Contact Center enhances AI-powered healthcare collaboration.
Business Impact
These AI-driven enhancements are already delivering measurable business results. Early adopters of Webex AI Agent have seen a 31 percent reduction in self-service operational costs. Contact centers using AI Assistant have reduced average handle time by 8 percent. Organizations deploying Cisco cloud devices experience a three-times faster rollout compared to alternatives.
Next Steps
For those who want to explore how AI can improve their collaboration and customer experiences:
- All our launch materials are now available on the new Sales Connect by Seismic experience. Simply search for the collaboration homepage or click here.
- Cisco account teams can provide a customized AI roadmap.
- I’d love to hear your thoughts—connect with me or leave a comment.
Enterprise Connect 2025 reinforced that AI is reshaping how we collaborate and engage with customers. Cisco is committed to leading this transformation by delivering AI that doesn’t just assist—it acts!
About The Author
