We’re thrilled to share some exciting news in the customer experience world!
Cisco has been recognized as a leader in the recent Frost & Sullivan North American Customer Experience Platform (CXP) report. This prestigious acknowledgment underscores our commitment to innovation and our strategic vision for the future of CX, especially as businesses navigate a dynamic and often unpredictable economic landscape.
In addition to this report, Cisco was also recognized as a leader in the Frost CXP Radars for EMEA and APAC. This global recognition continues to validate Cisco’s ability to support enterprises with varying degrees of complexity and flexibility across CCaaS, CPaaS, and UCaaS.
Navigating a Complex Landscape with CX Agility
According to Frost, enterprises are experiencing slower procurement cycles, underscoring the need for CXP providers to remain agile and prepare for extended sales cycles, particularly in geopolitically sensitive verticals.
At Cisco, we understand these complexities. Our strategy focuses on providing solutions that not only adapt to current conditions but also prepare businesses for future requirements; ensuring continuity, resilience, scalability and innovation in future customer engagement strategies.
The Imperative of a Unified, AI-Enabled CXP
Frost & Sullivan emphasizes that traditional CX solutions struggle to provide seamless context preservation across voice, digital, social, and emerging channels. The demand for seamless omnichannel experiences, effective self-service, automation, personalization at scale, and meaningful analytics can only be truly met through a unified, AI-enabled CXP.
This approach is crucial for orchestrating customer journeys and optimizing workforce performance, leading to consistent and scalable experiences.
This insight perfectly aligns with Cisco’s vision and what we are delivering for CX organizations. Our Webex platform is designed to break down silos, unify business communications, collaboration, and CX into a single, cohesive environment. This consolidation of CCaaS, UCaaS, and CPaaS capabilities enables truly integrated customer and employee journeys and provides the opportunity to unlock commercial synergies that point solutions simply cannot offer.
Cloud Momentum and the Rise of Hybrid Environments
The migration to cloud-based CX solutions continues to accelerate across North America, with cloud contact center revenue projected to reach $6.4 billion in 2025. Yet, the report also acknowledges that for many organizations, the choice isn’t binary. Hybrid environments, combining multi-tenant public cloud, private cloud, and on-premises data centers, are prevalent.
To address these challenges, Cisco is committed to offering a comprehensive set of solutions that span cloud, on-premises, and hybrid environments, ensuring customers can adopt the deployment model that best fits their business needs, regulatory demands, and pace of digital transformation. Our comprehensive migration paths help existing customers seamlessly transition to the cloud, leveraging their traditional collaboration investments for advanced CX capabilities.
AI: The Core of Next-Generation CX
Perhaps the most significant takeaway from the report is the profound impact of AI on the CXP ecosystem. Frost & Sullivan states that a well-developed AI strategy and product portfolio is now a requirement, not just a nice-to-have. The market has moved beyond proofs of concept; enterprises demand production-ready AI solutions that tangibly improve CX performance and deliver measurable value.
Cisco is at the forefront of this AI revolution. Our CX innovation roadmap heavily concentrates on AI adoption, and we’re already delivering on this promise:
- Webex AI Agent: We’ve launched Webex AI Agent, delivering scripted and autonomous conversational AI across voice and digital channels. This platform enables real-time intent fulfillment through various system integrations, supporting multilingual and multimodal conversations. Its dual-mode operation allows organizations to choose between scripted workflows and autonomous large language model-driven interactions based on their specific use case.
- The report also highlights the emergence of agentic AI as the next frontier, moving beyond simple chatbots to systems capable of autonomous decision-making and proactive customer journey orchestration. Cisco’s investment in agentic architectures with Webex AI Agent positions us strongly for this future. Recent enhancements for Webex AI Agent make it possible for organizations to easily leverage A2A (Agent-to-Agent) and Model Context Protocol (MCP) frameworks, so that AI agents can collaborate with other AI or human agents to resolve complex issues faster. This adaptive network of interoperable agents enables advanced automation, orchestrated workflows, and instant resolutions across systems and data sources.
- AI Assistant: Introduced last year, our AI Assistant provides real-time transcription, call summaries, and suggested next-best actions. A unique innovation is its agent well-being detection capability, which monitors stress signals and proactively suggests breaks to prevent burnout—a testament to our commitment to both customer and employee experience.
Security, Governance, and Global Reach
With the proliferation of AI and cloud services, expanded vulnerabilities are a critical concern. Cisco prioritizes security, implementing zero-trust architectures, AI-specific security protocols, and continuous monitoring. The acquisition of Splunk in 2024 further broadens our data security, analytics, and observability capabilities. Organizations can seamlessly integrate with Splunk for enhanced analytics and reporting across on-premises and cloud solutions, making the Webex CX platform even more attractive to North American enterprises.
Furthermore, our extensive global infrastructure, operating CXP services across 157 countries with seven data centers and regional media processing capabilities, ensures consistent performance and compliance with local data residency requirements—a crucial factor for large-scale North American enterprise customers.
Partnering for Success and Driving Business Value
Frost & Sullivan notes that strong partner ecosystems and the ability to orchestrate entire customer journeys across marketing, sales, and service functions are key to long-term success. Approximately 90-95% of Cisco’s CXP business flows through our certified partner network, enabling broad geographic coverage and vertical specialization.
Crucially, CX is increasingly tied to top-line revenue and customer lifetime value. Our growth strategies connect CX outcomes directly to business value, demonstrating contributions to revenue growth, CSAT, NPS, and eNPS scores, not just operational efficiency. This focus, combined with our verticalized sales approach, is leading to stronger win rates and faster deal cycles.
Cisco: Your Strategic CX Partner
Being recognized as a leader by Frost & Sullivan validates our strategic direction and the significant investments we’ve made in our Webex CX platform. We are committed to continuing our innovation, leveraging AI to create more intelligent, empathetic, and efficient customer and employee experiences.
As businesses navigate the complexities of today and prepare for the opportunities of tomorrow, Cisco stands ready as your trusted partner, offering a secure, scalable, and AI-powered platform to achieve your CX goals.
Ready to transform your customer experience? Explore Cisco’s Webex Customer Experience solutions today.
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