I still remember the first time I felt the acceleration of an electric vehicle—the instantaneous surge of power was exhilarating. At Cisco, we’re experiencing that same sense of momentum and velocity in our cloud contact center business. The speed of innovation and adoption has been remarkable, and it’s exciting to reflect on the journey—from where we started to just how far we’ve come today.
Our vision for an AI-powered future.
Today’s consumers have higher expectations than ever for “always-on” and instant customer interactions. This means businesses must deliver seamless, personalized experiences that anticipate needs and resolve issues efficiently. The contact center, once a cost center, is now a strategic hub for customer loyalty and business growth.
And Webex Customer Experience solutions are at the heart of it.
We empower organizations to transform their contact centers with an AI-driven platform that enables frictionless, intelligent, personalized experiences. Our Customer Experience solutions are built to anticipate customer needs, deliver always-on service, automate complex workflows, enhance agent productivity, improve supervisor efficiency, and create meaningful connections across the entire customer journey. Not only that, but they are built on the Cisco platform that brings a level of security and scalability that is unmatched in the industry.
The journey to velocity.
Our launch into the public cloud CCaaS market in December 2020 gave Cisco the opportunity to design a platform that was not only highly scalable and secure but also built on the most modern principles and tools available. We felt it was critical to build our own product in-house, enabling us to embed Cisco’s core attributes—scale and security—from the ground up. This approach also allows us to tap into our global partner ecosystem and deep development teams to accelerate adoption.
We’re particularly proud that we’re already in market with our AI Agent for autonomous and scripted self-service, and equally proud of our AI Assistant, which supercharges contact center agents with a full suite of AI-powered capabilities for agents and supervisors. These innovations bring our vision to life—a world where customer needs are anticipated and seamlessly delivered. In addition, both AI Agent and AI Assistant are now available for premises customers, ensuring every organization can deliver proactive journeys, AI-enabled self-service, and empowered human agents—regardless of where they are in their cloud journey.
Beyond AI, our core platform continually evolves with impressive feature velocity and native capabilities. In the last year alone, we delivered over 180 new CCaaS features to market, ensuring our platform remains at the cutting edge. This includes enhancements in data and insights, workforce optimization (WFO), digital channels, orchestration, routing, and queuing.
Unprecedented growth and scale.
Over the past five years, our customers and partners have helped Webex Contact Center become one of the fastest growing products in Cisco’s Collaboration portfolio. This year has been our most successful yet in terms of product adoption, innovation velocity, and global expansion.
- Significant Growth in New Seats: Over the past year, the number of contact center seats deployed has scaled drastically as a result of winning more new customers and successfully migrating existing customers to our cloud platform.
- New Cloud Customers to Cisco: As more contact centers transition to the cloud, we’re seeing an uptick in businesses choosing Webex Contact Center due to our digital-first, omnichannel approach, extensive automation and AI, flexibility in deployment (cloud, on-premises, or hybrid), and strong integration and customization options.
- Large-Scale Cloud Contact Center Deployments: Every year we enable more and more large deployments of Webex Contact Center. In fact, we extended the number of agents we support to 50k+ and recently worked with a customer, Maersk, for a 15,000-seat cloud contact center, demonstrating our ability to handle complex, large-scale deployments for major enterprises and showcasing the scalability and robustness of our solutions.
- AI Adoption: Many customers are now deploying AI Agent, demonstrating rapid adoption of our intelligent self-service solutions. The response from customers has been enthusiastic, and most importantly, they are already seeing strong CX outcomes as a result. In a recent survey, 72% of respondents rated Webex AI Agent as equal, if not better, than a human agent. And our customers have reported an 85% reduction in agent call escalations, a 22% reduction in average handle time, and a 39% increase in CSAT scores.
- Global Reach: Webex Contact Center is now available in 157 countries, supporting global enterprises.
- Strong Partner Ecosystem: We have over 500 certified Go-to-Market partners, extending our reach and support capabilities worldwide and making it easier for our customers to deploy new solutions and ensure reliability.
Powered by the voices of our customers.
Behind every milestone is the enthusiastic response of our customers. Their feedback is the truest measure of success. Most recently, Webex Contact Center was recognized as a Customers’ Choice for CCaaS on Gartner® Peer Insights —an honor powered by documented customer reviews. Even more encouraging, we achieved a 96% willingness to recommend, up 20% from the prior year. And yes—we’re working every day on earning that final 4%!
We’ve also been recognized by customers on G2 as a leader in the following categories: Contact Center, Call Center Infrastructure, Live Chat, and even Contact Center for Small Businesses.
Similarly, on TrustRadius we were recognized with a Top Rating for Webex Contact Center and had the honors of being a 2025 Tech Cares Award winner.
These recognitions are the most meaningful to us, as they represent real sentiment amongst our customer community and are the reason we work so hard to deliver solutions that will have a significant impact on businesses of all sizes.
The road ahead.
We’re proud of the acceleration so far, but we’re not slowing down. Our commitment to delivering innovation and business outcomes remains stronger than ever. Expect even more advancements that improve customer experience, with exciting announcements coming at WebexOne, September 28–October 1.
We’d love for you to join us there—register today for WebexOne—and be the first to see what’s next for Webex Contact Center.
About The Author
