Fast, personalized support is now a baseline expectation—and AI is becoming fundamental to how consumers expect that service to be delivered. In fact, 72% of consumers are open to AI-powered interactions when a path to human assistance is available, while 54% expect generative AI to improve how companies serve them.
For organizations operating on-premises contact centers, responding to this shift can be challenging. Many enterprises rely on on-premises environments for data sovereignty, regulatory compliance, security and privacy, latency, performance, and operational control. Yet they face the same pressure to modernize as their cloud-based peers. Customers want richer self-service, faster resolutions, and more natural interactions, while business leaders want greater efficiency and better use of enterprise knowledge and systems.
Organizations should not have to choose between AI innovation and the control, reliability, and compliance posture their businesses depend on.
Bringing Webex AI Agent to Cisco CCE 15
Bringing Webex AI Agent to Cisco Contact Center Enterprise 15 reflects Cisco’s continued commitment to helping on-premises contact centers evolve. As the only vendor continuing to invest in on-premises contact center deployments, Cisco is enabling customers to protect their existing infrastructure while gaining access to the latest AI innovation.
By connecting Cisco CCE 15 to Webex Customer Experience through Cloud Connect, organizations can introduce advanced AI-powered self-service while preserving the infrastructure strategies, operating models, and technology investments that remain important to their businesses.
This creates a flexible path to AI adoption—one that respects the control, security, and compliance requirements of on-premises environments while opening the door to continued innovation.
Webex AI Agent combines conversational and generative AI with workflow automation. It can understand requests in a customer’s own words, maintain context, access approved knowledge, retrieve real-time information, complete tasks across connected systems, and transfer an interaction to a human agent with context when needed. These experiences can be delivered across supported voice and digital channels.
What Webex AI Agent Enables
AI Agent Studio provides a low-code environment for creating, configuring, testing, and deploying AI Agents. Organizations can begin with a focused, high-value use case, drawing on approved enterprise knowledge to deliver more grounded responses and supporting interactions in more than 10 languages.
From there, organizations can expand automation over time, selecting a scripted or autonomous approach based on the complexity, risk, and business requirements of each interaction.
Scripted AI Agents use natural language understanding and predefined conversation flows to automate structured, repeatable processes. They are well suited to use cases such as checking an order status, resetting a password, changing a booking, or scheduling an appointment, where consistency and process control are essential.
Autonomous AI Agents use large language models, connected tools, and APIs to interpret open-ended requests, determine the steps required, and work toward a resolution across multiple systems. For example, an autonomous agent could investigate an unexpected charge, review account information, explain the available options, and initiate the appropriate next action.
This flexibility allows Cisco CCE 15 customers to start with carefully controlled automation and introduce more autonomous experiences as their confidence, integrations, and AI maturity grow. Organizations can also use both approaches side by side, applying the right level of intelligence and control to each use case.
Why Webex AI Agent Matters for Cisco CCE Customers
Webex AI Agent can help on-premises contact centers move beyond basic containment and toward meaningful customer resolution.
For customers, that can mean more natural conversations, faster access to accurate information, greater availability outside normal service hours, and fewer transfers or repeated explanations.
For the business, it can mean more interactions resolved through self-service, reduced pressure on contact center teams, faster deployment of new experiences, and better use of enterprise knowledge and systems.
When routine interactions are handled effectively by AI, human agents can dedicate more time to the sensitive, complex, and high-value conversations where their expertise matters most.
AI Innovation with Security, Governance, and Scale in Mind
Introducing AI into the contact center requires more than powerful technology. Organizations must also consider how AI Agents access data, make decisions, represent the brand, perform after deployment, and scale across increasingly complex operations.
For Cisco CCE customers, that ability to scale is especially important. As AI-powered self-service expands across more use cases, channels, and customer interactions, organizations need to maintain consistent experiences without sacrificing the governance, security, and operational control their environments require. Webex AI Agent helps organizations extend AI-powered self-service across enterprise contact center operations while supporting that consistency and control as deployments grow.
Webex AI Agent is designed around Cisco’s security and privacy principles. Built-in guardrails help organizations support accurate, trustworthy, and on-brand interactions, while the Cisco Responsible AI Framework guides the responsible development and use of AI capabilities.
Observability also becomes increasingly important as AI Agents scale and take on a greater role in customer service. AI Agent 360 is designed to bring Cisco’s security, observability, and AI management capabilities together, giving organizations greater visibility into how their AI Agents behave and perform across the lifecycle. This can help teams test and monitor agents, identify performance drift, and optimize experiences before issues affect customers.
These capabilities are particularly important for on-premises contact centers, many of which operate in highly regulated environments or manage sensitive customer information. Cisco also recognizes that cloud-based AI may not meet the strictest sovereignty, security, or operational-control requirements.
The current Webex AI Agent integration for Cisco CCE combines on-premises contact center components with cloud-based AI services. Looking ahead, Cisco is committed to providing customers with greater deployment choice and control, including exploring hybrid approaches that could bring more AI capabilities closer to—and potentially within—the customer’s on-premises environment.
This direction reflects Cisco’s broader commitment to helping on-premises contact centers adopt and scale AI through a deployment model that aligns with their business, regulatory, operational, and data-governance requirements.
Start Your AI Journey with Cisco CCE 15
Every organization’s AI journey will look different. Data sovereignty, regulatory requirements, system integrations, operational maturity, and existing infrastructure will all influence where and how it begins.
Some contact centers may start by automating a small number of structured, repeatable interactions. Others may be ready to introduce autonomous AI Agents capable of resolving more complex, end-to-end requests.
With Cisco CCE 15 and Webex AI Agent, organizations can choose the approach that fits their environment today and expand it as their strategy and AI maturity evolve.
And the opportunity extends beyond CCE. Webex AI Agent can help PCCE and WxCCE customers bring AI-powered self-service into their contact center environments, while upcoming availability for CCX will extend these capabilities to even more Cisco contact center customers. Together, this creates a broader path for organizations to adopt AI across Cisco contact center deployments while choosing the platform and pace that best align with their needs.
Bringing Webex AI Agent to Cisco CCE 15 is an important step in Cisco’s commitment to helping customers modernize their contact centers. It gives organizations a way to embrace intelligent, agentic customer experiences while maintaining the control, security, and infrastructure strategy their businesses require.
To explore what AI-powered self-service could look like for your contact center, contact your Cisco account representative, Cisco sales specialist, or certified Cisco partner.
To learn more, visit Webex AI Agent or access the at a glance document for Webex AI Agent for CCE 15.
For a detailed view of the AI Agent features available with Cisco CCE 15.0, explore the Cisco Unified Contact Center Enterprise Features Guide, Release 15.0(1), which highlights the key capabilities available with this release.
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