As Cisco heads to Las Vegas for Customer Contact Week (CCW), the industry’s premier gathering for customer experience (CX) innovation—we are reminded that the most successful organizations share a common vision: the need for agility in an increasingly complex digital, AI-enabled landscape.
Whether managing global restaurant chains, large-scale healthcare networks, or enterprise IT infrastructures, today’s leaders are moving beyond traditional boundaries to redefine how they connect with their customers. We are proud to celebrate these milestones by highlighting six recent Webex Customer Experience solutions customer stories—Yum! Brands, Uniting NSW.ACT, MedStar Health, Cisco IT, Columbia Bank, and AIDS Healthcare Foundation—that are not just adopting technology, but are fundamentally transforming their operational DNA to deliver superior experiences.
Across these diverse stories, a clear pattern emerges. Each organization has successfully dismantled legacy silos by migrating to a unified, cloud-first AI-native Webex ecosystem, replacing fragmented systems with a single pane of glass. By embracing data-driven visibility and integrating AI-powered solutions, these leaders are turning massive volumes of interactions into actionable insights. Their journeys reveal a shared commitment to the future of service: automating routine tasks to reduce agent burnout, scaling effortlessly to meet rapid growth, and ensuring that human empathy remains at the heart of every interaction.
Their journeys reveal a shared commitment to the future of service: automating routine tasks to reduce agent burnout, scaling effortlessly to meet rapid growth, and ensuring that human empathy remains at the heart of every interaction.
How Yum! Brands Unified Its Global Customer Support Ecosystem
Yum! Brands, the fast-food restaurant chain powerhouse behind iconic names like KFC, Pizza Hut, and Taco Bell, faced the complex challenge of unifying customer support operations across a massive global footprint of over 60,000 restaurants in over 155 countries and territories.
By moving to a standardized ecosystem with Webex Contact Center and Webex Calling, they successfully dismantled the silos that once hindered their support teams. This transition to a cloud-first strategy allowed them to replace fragmented, legacy systems with a cohesive, scalable platform that empowers their agents to provide consistent, high-quality support regardless of location.
Yum! Brands gained unprecedented visibility into their support metrics, enabling them to make data-driven decisions that reduce complexity and improve response times.
The results of this modernization have been game-changing for their operational efficiency and agent experience. With Webex, Yum! Brands gained unprecedented visibility into their support metrics, enabling them to make data-driven decisions that reduce complexity and improve response times. By centralizing their communications, they’ve not only streamlined their internal workflows but also created a more agile environment that can easily adapt to the fast-paced demands of the global food service industry, ultimately ensuring that both employees and customers receive the seamless experience they expect. Next, the company plans to continue innovating operations by implementing Cisco AI Assistant as the first point of contact for routine questions, giving agents more time to focus on complex incidents. See the full Yum! Brands case study here.
Uniting NSW.ACT Transforms Community Healthcare with Webex AI Agent
Uniting NSW.ACT, a major provider of aged care and disability support for over 145,000 clients annually, faced significant hurdles with its legacy contact center, which lacked visibility and led to long wait times for its vulnerable clients. By partnering with Webex by Cisco, the organization transitioned to the cloud-based Webex Contact Center, centralizing management across its geographically dispersed sites. This move not only boosted call routing accuracy to 93% but also provided the data-driven insights needed to truly understand client needs and streamline operations, marking a pivotal shift toward more accessible, reliable care.
Webex AI Agent has resolved over 60% of routine calls on the first interaction, saving hundreds of hours of human talk time and reducing client wait times significantly.”
The transformation reached a new level with the introduction of “Jeanie,” their Webex AI Agent, which has redefined how the organization handles routine inquiries. By providing 24/7 support with remarkable empathy and patience, Webex AI Agent has resolved over 60% of routine calls on the first interaction, saving hundreds of hours of human talk time and reducing client wait times significantly. This intelligent automation allows Uniting’s staff to focus on complex, high-touch engagements, proving that when AI is used to handle administrative tasks, it empowers human teams to deliver even more compassionate and effective community support. See the full Uniting case study here.
From Legacy Hurdles to Seamless Patient Support: MedStar Health’s Digital Transformation
MedStar Health, a leading non-profit healthcare provider in the D.C.–Baltimore area, faced a critical operational turning point by 2019. Managing over 15,000 calls daily across 10 hospitals and 500 care sites, the organization struggled with fragmented legacy phone systems that were no longer fit for purpose. The onset of the COVID-19 pandemic acted as a major shockwave, forcing MedStar to rapidly transition 4,000 employees to remote work overnight. To maintain their mission-critical patient services, they needed a reliable, scalable, and customizable platform capable of unifying their contact center operations under immense pressure.
MedStar Health reduced average handle time (AHT) by 20 seconds per call, across 10,000 appointment bookings per week.”
By partnering with Cisco and implementing Webex Contact Center, MedStar successfully centralized its patient access strategy, enabling seamless, intuitive communication for both agents and patients. The results have been transformative: the system now supports over 10,000 appointment bookings per week and has reduced average handle time by 20 seconds per call—a massive efficiency gain given their daily volume. Beyond these metrics, Webex has empowered MedStar’s workforce with the flexibility of remote and hybrid schedules, allowing agents to focus on high-touch patient care while setting a foundation for future AI-driven service enhancements, such as using Cisco AI Assistant to help agents with complex appointment scheduling protocols. See the full Medstar Health case study here.
How Cisco IT Scales Enterprise Excellence with Webex Contact Center
Cisco IT manages a massive global communication infrastructure, overseeing 38 contact centers that handle over 8 million calls annually across 13 languages.
By transitioning from a fragmented, on-premises legacy system to a unified, cloud-native Webex Contact Center ecosystem, the team has successfully dismantled operational silos and eliminated the need for complex VPN-based management. This migration has empowered Cisco to act as its own “Customer Zero,” proving that the platform can scale to meet the rigorous demands of a global technology leader while ensuring seamless support across technical, HR, and sales functions.
The results of this transformation have been profound, significantly enhancing both agent productivity and the overall customer experience. By leveraging AI-powered tools like real-time transcription and streamlining workflows through Salesforce integration and Webex WFO, Cisco IT has reduced administrative overhead and accelerated feature deployment. With the upcoming pilot of Webex AI Agent, the organization is further optimizing its operations, ensuring that its global workforce can focus on high-value engagements while maintaining the security and compliance standards necessary for a modern, AI-driven enterprise. See the full Cisco IT case study here.
Columbia Bank Leverages Webex AI to Scale Customer Experience
Columbia Bank, one of the largest financial institutions in the Pacific Northwest, faced significant scaling challenges following its 2023 merger. To support its 5,000 associates and 10,000 daily calls, the bank transitioned from legacy on-premises systems to the cloud-native Webex Contact Center. This migration, completed in just five months, provided the bank with a centralized, low-code platform that integrates seamlessly with their core banking systems. By empowering agents with customizable desktops and a visual workflow designer, Columbia Bank has successfully modernized its infrastructure, ensuring reliable service and improved operational agility for its massive customer base.
We met with our business units to find out what their needs were—not just today, but 5 or 10 years down the road. When we met with different competitors, we posed questions to see if they could meet those needs. Webex Contact Center came out on top.”
To further enhance efficiency, Columbia Bank strategically adopted Cisco AI Assistant for Webex Contact Center, beginning with internal tools like Dropped Call Summaries and Topic Analytics. These AI-driven insights revealed that 20% of general inquiries were loan-related, enabling the team to optimize their IVR routing and reduce unnecessary transfers. Looking ahead, the bank is aggressively scaling its AI strategy to include conversational self-service options, aiming to boost their containment rate from 40% to 80%. By leveraging Webex’s AI-powered capabilities, Columbia Bank is not only streamlining its internal workflows but also delivering a more personalized, efficient, and seamless experience for its customers. See the full Columbia Bank case study here.
AIDS Healthcare Foundation Enters a New Era of Connected Healthcare with Webex
The AIDS Healthcare Foundation (AHF) has experienced incredible growth, scaling from a 3 billion to 8 billion operation in just three years to support over two million patients across 48 countries. However, this rapid expansion was hampered by fragmented legacy systems that created communication silos and inefficient manual processes.
By partnering with Cisco to deploy a unified Webex Suite and Webex Contact Center, AHF successfully consolidated its operations, replacing outdated infrastructure across 400+ locations with a single, cloud-based platform that offers the scalability and flexibility needed to support their mission-critical healthcare services.
The most important metric for our contact center is the call answer rate, which has to be 85% answered within 30 seconds.”
The transition has been a game-changer for AHF’s operational efficiency and patient outcomes. With centralized management and real-time data visibility, the foundation is now tracking ambitious performance goals, including reducing call response times to under 1.5 minutes and aiming for an 85% call answer rate within 30 seconds. By integrating Webex with critical tools like Salesforce and AthenaOne, agents can now provide more personalized care, while AI-powered features like call summaries and auto-CSAT scoring allow staff to focus on meaningful patient interactions rather than administrative tasks. See the full AIDS Healthcare Foundation case study here.
Tell Your Story: Nominate Your Team for a Webex Customer Award
These six organizations prove that when you combine the right technology with a clear vision, you can turn even the most daunting operational challenges into opportunities for growth and deeper connection. Whether it is Uniting NSW.ACT’s compassionate AI or Columbia Bank’s strategic scaling, these stories are a testament to what is possible when you prioritize the customer journey. By dismantling legacy silos and embracing the power of the Webex ecosystem, these leaders have not only improved their internal efficiency but have fundamentally elevated the experience for their customers and employees alike.
Are you driving similar innovation your organization? We want to hear your story. Submit your entry for the Webex Customer Awards and share how you are transforming your business through technology and human-centric design. We will be celebrating the most impactful innovations of the year at WebexOne 2026 —join us there for the chance to be recognized, share your success with the global community, and be crowned a winner among these industry leaders.
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